Terri Rimington
Summary
IT Service Desk Analyst with nearly 4 years of experience in providing first-line technical support. Proficient in Microsoft 365 and Active Directory management, with a strong commitment to service level agreement compliance. Known for excellent communication skills and a collaborative approach to problem-solving.
Overview
12
12
years of professional experience
Work history
Application Support Analyst
LSL Property Services
06.2022 - 02.2026
- Managed and resolved IT service desk queries, using Ivanti/Halo ITSM to log and monitor incidents.
- Investigated reported issues thoroughly before escalating them further up the line.
- Used MS Active Directory, Entra, Intune, Exchange and Admin Centre to manage users, devices, apps and access.
- Adept in the use and troubleshooting of Microsoft Windows 10/11 OS, MS 365 apps and bespoke applications.
- Explained technical information to non-technical users with clear, verbal and written communication.
Support Worker
Mencap
09.2019 - 06.2022
- Assisted individuals with learning disabilities and complex needs.
- Delivered care based on individual care plans.
- Supported clients with personal hygiene, meal preparation, and community involvement.
- Provided emotional support to promote mental well-being.
- Maintained accurate documentation of patient progress.
Home delivery driver
Iceland Foods
10.2013 - 09.2019
- Provided customer service that strengthened brand reputation.
- Facilitated timely deliveries by following designated routes and schedules.
- Managed end-to-end deliveries by reaching customers punctually and securing signatures.
Skills
Incident logging, prioritization, SLA adherence, escalation
ITSM tools - Ivanti, Halo and Freshservice
Microsoft Windows 10/11
Hardware & Software Support: Laptops, mobile devices, peripherals, authentication tools (MFA/VPN)
Microsoft Intune, Microsoft Entra ID (Azure AD), Microsoft 365 Admin Centre
Active Directory – user management, group policy, password resets, permissions
Customer service excellence, strong communicator, detailed documentation, team collaboration and efficient workflow management
Timeline
Application Support Analyst
LSL Property Services
06.2022 - 02.2026
Support Worker
Mencap
09.2019 - 06.2022
Home delivery driver
Iceland Foods
10.2013 - 09.2019