STEVE BROWN
Perranporth,Cornwall
Summary
Customer-focused IT analyst with extensive experience in 1st, 2nd, and 3rd line support, including remote assistance. Proficient in communications networking and skilled in Microsoft NT4, 2000, XP, Windows 7, and Windows 10. Demonstrates strong communication skills and a professional demeanour while meeting strict service level agreements in regulated environments. Capable of managing workload independently and achieving challenging, time-sensitive targets through logical and analytical problem-solving.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Overview
38
38
years of professional experience
Work history
Current Employment
Waitrose Truro
Truro
2019.12 - 2026.04
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Handled transactions, maintaining accurate till records.
- Rotated stock periodically, reducing instances of expired or outdated inventory.
- Maintained clean shop floor, promoting a welcoming environment.
- Resolved customer complaints, ensuring satisfaction and repeat business.
- Assisted in stock replenishment to maintain store appearance.
- Delivered excellent customer service by answering queries and providing product information.
- Participated in seasonal sale preparations by arranging promotional displays strategically.
- Guided customers towards appropriate products based on their preferences, boosting overall satisfaction.
- Processed online orders accurately and promptly for improved e-commerce service delivery .
- Supported team members for improved operational efficiency.
3rd line support
Technicolor Distribution Services
Rugby Warwickshire, Warwickshire
2011.09 - 2018.12
- My last employer was Technicolor in Rugby Warwickshire, in a 3rd line support role overseeing all IT and Networking infrastructure in the offices and warehouse environment.
- My work included:
- Supporting 2000 users in the UK and 3000 In Burbank, California and throughout the USA.
- I am skilled in working with the following:
- IBM AS400
- Outlook All Platforms
- Office All Platforms
- Exchange All Platforms
- Backup Exec
- Arcserve
- Active Directory
- I left this position as I relocated to the South West due to my wife's employment.
- Met deadlines consistently to support examination marking process efficiency.
- Streamlined user experience for increased productivity by providing software support.
- Managed project timelines effectively whilst coordinating multiple tasks within tight deadlines.
- Documented processes and procedures to streamline operations and support consistency and compliance.
- Streamlined IT operations by managing and guiding Second Line Support Team.
- Streamlined company's carbon footprint by introducing energy-efficient systems.
Contracting
Lloyds and ACC Pharmaceuticals
Coventry, West Midlands
2011.06 - 2011.08
- Building and deploying Laptops and Desktops in a Windows XP and Windows 7 Environment to 2000 customers across site.
- Thomas Cook Complete IT Audit of all IT equipment in all midlands stores 6 weeks until the contract was completed.
- Kept up-to-date knowledge and complied with purchasing and contracting regulations.
- Maintained updated knowledge about regulatory changes that influence contracting processes.
- Streamlined re-contracting process, leading to improved efficiency.
- Successfully delivered on tasks within tight deadlines.
- Supported team by demonstrating respect and willingness to help.
- Completed duties to deliver on targets with accuracy and efficiency.
2nd / 3rd Line Support Analyst
Barclays Bank PLC
Coventry, West Midlands
2000.01 - 2010.01
- Desk side, desktop, onsite and remote support for 37,000 staff.
- Maintenance/Administration/Configuration of Dell/Lenovo PC’s, Laptops and Servers on operating systems for windows 10, server2003,2007,2008
- Maintenance/Administration/Configuration of MS Outlook with Exchange, Active directory and other networking equipment i.e. printers.
- Arc Serve, Bright Store Server backup/ restore with daily tape change on 30 plus servers with inventory, backup fault diagnosis and rectification.
- Diagnosing/Troubleshooting/Rectifying software, hardware faults, network connectivity issues.
- Responsible for handling up to 50 records a day. To review and prioritise calls in accordance with SLA’s. Liaising with service desk and infrastructure teams for the resolution of customer issues.
- Dispatching engineers to site after hardware fault diagnosis to replace hardware.
- LAN/Mail account creations, deletion and modifications on legacy, AD and Exchange systems. Ghost deployment and Packaging tools.
- Collaborated effectively within cross-functional teams for optimum results.
- Assisted in the development of user-friendly interfaces, enhancing user experience.
- Researched emerging technologies for potential implementation.
- Developed troubleshooting guides which simplified problem-solving process.
- Performed routine maintenance checks on systems thus ensuring peak performance.
- Maintained optimal system performance, ensuring minimal downtime.
- Identified system errors for early resolution.
- Tracked and logged all support requests accurately in line with company procedures.
- Delivered excellent customer service by responding to and resolving technical issues.
- Troubleshot hardware issues promptly, reducing system downtime.
Residential Social Worker
Coventry Social Services
Coventry, West Midlands
1990.01 - 2000.01
- Provide key support for children in very vulnerable situations within the service.
- Support children within the home environment.
- Care for children in the care home, provide support for individuals within the service.
- Conducted risk assessments, enhancing overall safety within the residence.
- Facilitated training sessions to improve skill sets of junior staff members.
- Upheld highest standards of privacy and confidentiality, earning trust of residents.
- Improved communication with family members through regular updates and meetings.
- Maintained detailed records for accurate reporting and assessments.
- Enhanced residents' quality of life by facilitating engaging social activities.
- Organised recreational outings contributing to improved mood amongst residents.
- Carried out household chores maintaining a clean and inviting environment.
- Assessed individual needs developing personalised care objectives.
- Assisted in daily living tasks for smoother residential operations.
Assistant Section Manager: Provisions
Sainsbury PLC
Coventry, West Midlands
1988.01 - 1990.01
- Liaising with suppliers
- Maintaining consistent stock levels
- Customer service
- Managed daily operations, ensuring smooth functioning of department.
- Maintained high-level customer service for increased client satisfaction.
- Delegated tasks effectively, ensuring timely project completion.
Education
GCSEs - Geography
Woodlands School
CoventrySkills
- All Windows Platforms
- MAC Operating Systems (Various)
- Remote Console Connectivity RDP/ VNC/ Tivoli/ Remote Assistance/ PC anywhere
- Microsoft Office Suites
- POP3 - SMTP
- Microsoft Outlook/Office 365 Platforms
- Internet Explorer/ Firefox/ Netscape
- Active Directory
- Profiles/ Policy Management
- Exchange management
- Antivirus (Various Packages)
- Remote Connectivity (VPN)
- Software Upgrades & Configuration
- Hardware/ Software Fault Diagnosis, Upgrades, Break Fix & SCSI concepts
- Network Installation/ Cabling
- Backup and Restores
- Printer Networking/ Sharing
- Building/ Imaging Software – ie Norton Ghost
- Hubs/Switches
- TCP/IP, DHCP, DNS/WINS
- Blackberry/ Pocket PC /3G/4G configuration and installation
- Software deployment via SMS/ SCCM
- Web Site Design
- Calm under pressure
- Problem-solving
- Communication skills
- Team building
- Quality Assurance
Interests
Football, Mountain Biking, Photography
QUALIFICATIONS AND TRAINING
- Math CSE B
- English CSE C
- English Literature CSE C
- PE CSE B
- Catering Course and Hygiene course High Pass
ADDITIONAL INFORMATION
- Status: Married
- Licence: Driving licence, full and clean
Affiliations
- Mountain Biking, Photography
Timeline
Current Employment
Waitrose Truro
2019.12 - 2026.04
3rd line support
Technicolor Distribution Services
2011.09 - 2018.12
Contracting
Lloyds and ACC Pharmaceuticals
2011.06 - 2011.08
2nd / 3rd Line Support Analyst
Barclays Bank PLC
2000.01 - 2010.01
Residential Social Worker
Coventry Social Services
1990.01 - 2000.01
Assistant Section Manager: Provisions
Sainsbury PLC
1988.01 - 1990.01
GCSEs - Geography
Woodlands School