Richard Winstanley
Southport
Summary
A well presented, well mannered and articulate IT professional with extensive experience of performing diagnostics and resolving end users technical issues. A problem solver with a keen analytical mind and thorough attention to detail, who enjoys a challenge and can work well under pressure, who possesses strong customer service and communication skills. I have years of experience supporting IT hardware and software in enterprise environments. And have successfully managed projects to improve internal processes and functionality throughout the wider organization in my last two roles.
Overview
16
16
years of professional experience
Work history
2nd Line IT Analyst
Paymentshield Limited
Southport, Sefton
12.2019 - Current
- Handle escalated tickets from 1st Line, following standard ITIL practices
- Supported the business via Microsoft services including 365, Azure, AD, InTune and Exchange
- Establish and document processes to support service desk colleagues
- Provide training to new members of the service desk, and perform periodic training for colleagues on bespoke systems
- Supported local, remote and overseas users on various platforms including VMware, Remote Desktops Services and Server Manager
1st line IT Service Desk Agent
Parkwood Holdings
Chorley, Lancashire
06.2015 - 12.2019
- Support and carry out the daily functions of the inbound IT Service Desk, including triage and first response fixes
- Support various application platforms, including Microsoft Office, Azure, AD, and Google G-Suite (Workspaces)
- Perform diagnostics and troubleshooting on workstation hardware, laptops and mobile devices
- Enhance the knowledge and experience of the IT service desk
Inbound Technical Support Agent
Total Care & Support
Burnley, Lancashire
08.2013 - 06.2015
- Taking inbound calls from customers and partners
- Limiting ‘Jargon’ to the barest minimum and translating any necessary ‘Jargon’ to keep the end user informed
- Assisting in the training and development of new members of staff
- Provisioning, modifying and ceasing PSTN phone lines for both commercial and residential accounts
- Liaising with providers
- Monitoring services via wholesale systems
Retail Sales Associate
WM Morrisons
Southport, Sefton
07.2008 - 08.2013
Education
A-Levels - IT & ICT, Business Studies, English Language
Christ the King Sixth Form College
Southport, SeftonGCSEs - 13 GCSEs, including English Language, English Literature, Mathematics, Sciences, and IT
Christ the King Secondary School
Southport, SeftonSkills
- Well versed in a variety of enterprise platforms including Microsoft 365, Azure and Google Workspaces
- Problem solver and keenly analytical
- Excellent communication skills, both written and verbal
- Always open to opportunities to learn and develop further
Timeline
2nd Line IT Analyst
Paymentshield Limited
12.2019 - Current
1st line IT Service Desk Agent
Parkwood Holdings
06.2015 - 12.2019
Inbound Technical Support Agent
Total Care & Support
08.2013 - 06.2015
Retail Sales Associate
WM Morrisons
07.2008 - 08.2013
A-Levels - IT & ICT, Business Studies, English Language
Christ the King Sixth Form College
GCSEs - 13 GCSEs, including English Language, English Literature, Mathematics, Sciences, and IT
Christ the King Secondary School