Patrik Shah

• Acted as senior escalation point for complex IT problems affecting multiple users or business areas.
• Resolved 90% of incidents and technology queries within agreed SLA across all business sectors.
• Created and maintained knowledge base intranet for Retail estate and infrastructure systems.
• Managed user access and assigned permissions for Retail management teams effectively.
• Senior analyst for mobile POS solutions across UK retail operations, enhancing customer experience.
• Served as main support lead for interactive fitting room tablet systems, ensuring operational efficiency.
• Collaborated effectively within cross-functional teams for optimum results.
• Prioritised tasks during high-volume periods, achieving all deadlines efficiently.
• Provided training sessions to staff on new systems, increasing productivity.
• Conducted training sessions on new systems, boosting team productivity during high-volume periods.

Senior analyst overseeing the day-to-day IT support issues on Service Desk and providing in-depth technical support for more complex issues which could impact multiple users or the wider business group. Escalating trade and service disruptions with external suppliers for prompt resolution to minimise downtime. Key Responsibilities • Providing hands on technical support, acting as a senior escalation point for advanced IT issues • Resolving incidents and technology queries within agreed SLA times for all areas of the business • Installation and configuration of corporate hardware and maintaining/upgrading the software estate • Creation and maintenance of knowledge base intranet for Retail estate and infrastructure systems • Managing user access and assigning permissions to internal and external clients • Creating and delivering regular project update reports for management and operating board

• Reporting to the Head of IT, managing the UK and Ireland retail IT systems for all issues being reported by store teams. Managing the opening of new high street stores and Outlet stores and the opening of pop-up sites for seasonal promotions or campaign launches.
• Testing POS user interface rigorously, identifying issues and debugging with software provider
• Mentoring 1st Line analyst and managing external contract engineers
• Selecting hardware vendor and telephony service providers, negotiating terms and managing relationships
• Creating and delivering regular project status reports for business hierarchy
• Wi-Fi installation throughout UK retail store estate
• Successful WeChat and Alipay terminals roll-out and integration within POS system

• 8 GCSEs A-G
• BTEC Diploma in Computing