Summary
Overview
Work history
Education
Skills
Voluntary Projects
References
Timeline
Generic

Sean Perkins

Brierley Hill,West Midlands

Summary

Highly skilled IT professional with a calm, solution-focused approach, experienced in application support, SQL Server, and Microsoft Azure. Proficient in Cx Housing, SSIS/SSRS, XML, and Power BI for data integration, reporting, and analytics. Experienced in remote support, incident management, and mentoring colleagues, with a track record of improving system reliability and user satisfaction. Maintains personal IT projects, including Squarespace website management, home lab virtualization, and automation, demonstrating continuous learning, adaptability, and hands-on technical expertise. Quick to learn new technologies and programming languages, adept at troubleshooting complex issues, managing critical updates, and implementing improvements to enhance business operations.

Overview

12
12
years of professional experience

Work history

Apprentice 1st Line Service Desk Analyst

Specialist Computer Centres
Birmingham
2014.02 - 2015.02
  • Provided first-line support to over 70,000 National Trust employees and volunteers, resolving technical issues across Office products, web applications, and other business systems.
  • Handled inbound calls and logged all requests in ServiceNow, striving to meet first-time fix and SLA targets.
  • Utilised SCCM for remote support, software deployment, and machine management.
  • Executed hardware and network diagnostics, identifying and resolving faults efficiently.
  • Coordinated with third parties via outbound calls to ensure timely ticket resolution.
  • Committed to continuous skill development, dedicating time weekly to enhance technical and support capabilities.

1st Line Service Desk Analyst

Specialist Computer Centres
Birmingham
2015.02 - 2017.08
  • Progressed to a more senior role within the First Line team, taking ownership of complex technical queries and providing guidance to colleagues.
  • Regularly liaised with customer Business Partners, handling escalated issues and maintaining professional relationships.
  • Mentored and trained new Service Desk Analysts and colleagues, improving team performance and knowledge sharing.
  • Provided EPOS support for various till systems, resolving issues efficiently to minimize operational disruption.
  • Trusted with higher-responsibility tasks and time-intensive assignments from management, demonstrating reliability and technical competence.

Senior IT Service Desk Analyst

Interserve
West Bromwich, Sandwell
2017.08 - 2018.01
  • Managed software installations and updates with minimal disruption, ensuring business continuity and user productivity.
  • Conducted regular system checks and maintenance to optimize performance and prevent downtime.
  • Delivered user training sessions, enhancing knowledge and efficient use of systems.
  • Collaborated with other IT teams to provide comprehensive support and resolve complex technical issues.
  • Provided technical guidance and support to colleagues, improving overall team productivity.
  • Assisted users with general queries and technical advice, ensuring timely resolution and high customer satisfaction.

Application Support Analyst

Civica
Dudley, West Midlands
2018.01 - Current
  • Developed and maintained SQL stored procedures and performed controlled data fixes within the Civica Cx Housing database to support application functionality, integrations, and data integrity.
  • Investigated and resolved application incidents and user-reported issues, diagnosing system defects and implementing fixes to maintain business continuity.
  • Utilised XML within application processes and demonstrated working knowledge of SQL Server Integration Services and SQL Server Reporting Services to support data integration and reporting requirements.
  • Provided technical support to end users, responding to queries and troubleshooting issues to improve system usability and customer satisfaction.
  • Utilised CSS3 and Microsoft Azure to securely access customer environments, investigate issues, manage configuration settings, whitelist/blacklist IPs, and generate authentication secrets. Also gained basic understanding of Power BI for reporting and data visualization.
  • Managed incidents and service requests using LANDesk, later transitioning to Salesforce for case management and issue tracking.
  • Supported application updates, upgrades, and software implementations, ensuring minimal disruption during releases and peak operational periods.
  • Maintained detailed documentation of incidents, fixes, and known errors to improve knowledge sharing, tracking, and resolution efficiency.
  • Collaborated with Development and Quality Assurance teams to identify system improvements and deliver successful software enhancements.

Education

Microsoft Technical Association - Networking Fundamentals, Security Fundamentals, Windows OS Fundamentals, Server Admin Fundamentals

Customer Service Fundamentals - undefined

GCSE’s - A – C

Sandwell Academy
West Bromwich, Sandwell

Skills

Technical Skills

  • Database / SQL: SQL Server, T-SQL, Stored Procedures, XML, SSIS, SSRS
  • Cloud & Remote Tools: Microsoft Azure, CSS Remote Support, LANDesk, Salesforce
  • Systems & Networking: Active Directory, Office 365 Admin, Exchange Admin, DHCP, DNS, Terminal Services
  • Web & E-commerce: Squarespace, HTML/CSS (code injection), Stripe integration, SEO, website management
  • Reporting & Analytics: Power BI (basic), SSRS
  • Virtualization & Automation: Windows Server, Proxmox, Home Assistant, home lab management
  • Scripting & Automation: PowerShell (basic)
  • Support & Troubleshooting: Application Support, Incident Management, Data Fixes, System Upgrades, Hardware & Network Diagnostics

Soft Skills

  • Calm and professional under pressure, strong problem-solving skills
  • Excellent time management and customer service orientation
  • Mentoring and knowledge-sharing with colleagues
  • Able to work independently or collaboratively in a team environment
  • Strong adaptability and willingness to learn new technologies
  • Effective communication with technical and non-technical stakeholders

Voluntary Projects

  • Manage and maintain www.ltcustoms.co.uk using Squarespace, performing website updates, product listings, and a ensuring smooth user experience.
  • Utilise HTML and CSS via code injection for custom functionality and design adjustments.
  • Implement SEO strategies to improve keyword performance and increase website traffic.
  • Integrate and manage Stripe payments, ensuring secure and efficient online transactions.
  • Oversee reporting and analytics to maximise sales and optimise website performance, applying insights to improve user engagement and conversion rates.
  • Maintain a home lab environment, using Windows Server and Proxmox to manage virtual machines, media and automation servers.
  • Implement home automation projects with Home Assistant and other IoT integrations.
  • Explore network configuration, system monitoring, and virtualization to enhance technical skills and understanding of IT infrastructure.

References

References available upon request.

Timeline

Application Support Analyst

Civica
2018.01 - Current

Senior IT Service Desk Analyst

Interserve
2017.08 - 2018.01

1st Line Service Desk Analyst

Specialist Computer Centres
2015.02 - 2017.08

Apprentice 1st Line Service Desk Analyst

Specialist Computer Centres
2014.02 - 2015.02

Customer Service Fundamentals - undefined

Microsoft Technical Association - Networking Fundamentals, Security Fundamentals, Windows OS Fundamentals, Server Admin Fundamentals

GCSE’s - A – C

Sandwell Academy
Sean Perkins