Sam Dawes
Manchester,United Kingdom
Summary
ITIL 4 trained Senior Technician at the University of Manchester. Skilled in desktop and laptop support, hardware repairs, remote support, deployments, networking and application delivery.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work history
End-User Compute - Senior Technician
University of Manchester
Manchester, Greater Manchester
01.2024 - Current
- Continuing on from my Infrastructure role, as part of being a Senior Technician I would deal with more complex issues and PC builds.
- Lead teams on projects happening across the university from leading exam cover to assisting on upgrading devices that don't meet Cyber Essentials requirements.
- Training new technicians that join the team, offering continued support to help their development within the role.
- Create documentation for our Knowledge Base to be used by other analysts as well as our end users.
Deskside Infrastructure Analyst
University of Manchester
Manchester, Greater Manchester
03.2023 - 01.2024
- Assisting customers delivering 2nd line IT support taking full account of the issues and catering to the customer's needs to ensure their issues are resolved effectively.
- Investigating errors to find route cause of issues to help resolve and avoid future problems, collaborating with other teams within IT to find a solution.
- Repairing hardware as well as software issues and working with 3rd party companies to ensure the swift repair of hardware issues.
- Offering support to other teams within IT, assisting with larger academic projects or additional support to our Frontline team.
- Providing advise to customer on preventative measures and guidance that they can take to maximise their performance.
Service Desk Analyst
University of Manchester
Manchester, Greater Manchester
08.2022 - 03.2023
- Being the first port of call for user's within the University, attempting to fix as many issues as possible at first contact
- Escalating tickets to the correct teams within IT, providing clear and detailed descriptions of errors to assist the progress of the ticket.
- Explained technical information to non-technical users with clear, verbal and written communication.
- Prioritised and promptly responded to vast number of reported incidents and logs.
Junior IT Administrator
Suffolk New College
Ipswich, Suffolk
09.2021 - 08.2022
- Interacted with customers by email, phone and in-person to deliver swift support, often assisting as quick as possible to ensure lessons continue as planned
- Work on larger projects within the college, assisting with replacing large quantities of equipment, from purchasing to installation
- Managing the security aspect within the college, ensuring the latest security patches and clients were installed across the entire college, offering technical assistance to colleague's remotely
- Liaising with other teams within the college and 3rd parties with the repair of a variety of equipment including projectors, smart boards and screens.
Education
Bachelor of Science - Television and Broadcasting
University of Portsmouth
Portsmouth 09.2012 - 06.2015
A-Levels - 2xIT and Media
Sir John Leman Sixth Form
Suffolk 09.2010 - 05.2012
Skills
- ITIL 4 certified
- Trained in using SCCM, Active Directory, JAMF, InTune, Endpoint
- Extensive knowledge in supporting Office 365 and Windows devices
- Hardware replacements and repairs
- Troubleshooting proficiency
- Technical issues analysis
- Customer service expert
References
References available upon request.
Timeline
End-User Compute - Senior Technician
University of Manchester
01.2024 - Current
Deskside Infrastructure Analyst
University of Manchester
03.2023 - 01.2024
Service Desk Analyst
University of Manchester
08.2022 - 03.2023
Junior IT Administrator
Suffolk New College
09.2021 - 08.2022
Bachelor of Science - Television and Broadcasting
University of Portsmouth
09.2012 - 06.2015
A-Levels - 2xIT and Media
Sir John Leman Sixth Form
09.2010 - 05.2012
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