Will Richardson
Sheffield,United Kingdom
Summary
The world of IT moves fast.
I'm lucky enough to have experienced the last 9 years of these changes first hand, and adapt as the classic on-premise setup migrates towards a fully functioning Cloud environment.
Currently the Head of Department for the IT Helpdesk at ONS Group, I have been here for almost 10 years; where I started as a 1st line Apprentice and have developed here throughout the whole of my journey.
My day-to-day includes working as a key point of an escalation for customers, and managing their expectations through regular service check-up meetings etc. Ensuring a smooth process from start to finish; as well as supporting Helpdesk engineers with their tickets and workload. This includes Lifecycle and Breakfix/RaaS management.
I am now looking for a new opportunity to allow me to progress my career further and develop as a professional.
Overview
6
6
years of post-secondary education
9
9
years of professional experience
Work history
Head of Department - Shared Service Desk
Open Network Services Ltd
Sheffield, United Kingdom
2024.04 - 2026.07
- After working as an engineer on the shared service desk for 6-7 years I am proud to have been given the opportunity to become the Head of Department for the Service Desk.
- Managing a team of 12-15 engineers ranging from 1st-3rd line and assisting with their tickets and workload, as well as identifying "problem" patterns in order to improve for future.
- Managing and maintaining the Helpdesk (ticket assignment & SLA breach prevention).
- A key point of escalation for end users and IT managers/key people within our customer base.
- Ensuring a smooth and professional service for our customers, building relationships with key people.
- A professional but friendly approach to managing customer expectations, building rapport with the key contacts.
- Performing appraisal / review sessions for engineers.
- Performing regular check-ins with engineers regarding their tickets and workload to assure a happy workplace is maintained.
- Performing weekly/fortnightly/monthly review calls with customers, to ensure persistent and high quality support is being delivered.
- Excellent communication and listening skills.
- 9 years 6 months overall served time at the business.
Emerging 3rd Line Support Engineer
Open Network Services Ltd
Sheffield, United Kingdom
2023.01 - 2024.04
- After working with the business as a second line engineer for almost 3 years, I was given the opportunity to progress as an emerging 3rd line engineer.
- This role allows me to continue the hard work I am already completing within my second line role, with the additional responsibility of helping other 2nd line engineers who may need escalation on their tickets and allows me to be exposed to certain 3rd line tickets, and attempt to fix these.
- 3rd line tickets I had been investigating would include VMWare failures, major backup failures, SAN/NAS data migration and troubleshooting and many more, all looked with escalation afterwards if needed.
2nd Line Support Engineer
Open Network Services Ltd
Sheffield, United Kingdom
2019.08 - 2023.01
- After working with the business for roughly 3 years I have progressed to a 2nd Line role.
- Working on tickets the 1st Line team escalate.
- Assisting 1st Line engineers with any issues/enquiries they may have.
- Working further in-depth with InTune, server administration, firewall and security/compliance.
- Assisting senior engineers with projects.
1st Line Support Engineer
Open Network Services Ltd
Sheffield, United Kingdom
2018.09 - 2019.08
- After completing both apprenticeships I progressed to a full-time 1st Line Support role.
- Providing more complex 1st line troubleshooting for customers.
- Exposure to MS Azure, MS Intune and other cloud computing services.
- Gaining more experience and exposure to 2nd Line incidents.
Apprentice 1st Line Support Engineer
Open Network Services Ltd
Sheffield, United Kingdom
2017.02 - 2018.09
- Working as a 1st Line Support engineer whilst completing my Level 3 and 4 apprenticeships.
- Basic 1st Line tasks - Password resets, email forwards, account lockouts.
- 1st Line remote troubleshooting for customers.
- Basic 1st line email, AD, user and server administration
Education
Level 4 IT Professional (Undergraduate Equivalent) - Information Technology
Baltic Training (Apprenticeship)
Sheffield 2018.12 - 2019.09
Level 3 Infrastructure Technician - Information Technology
Baltic Training (Apprenticeship)
Sheffield 2018.02 - 2018.12
GCSEs -
Dinnington High School
Sheffield 2012.09 - 2017.07
Skills
- Time Management
- Team Management/Leadership
- Account Management
- Customer Services
- Client/Stakeholder Management
- Excellent Rapport Building
- Fantastic Communication Skills
- Pro-active approach
- Able to excel under pressure
- Multi-tasking
- Leadership excellence
- Decision-Making efficiency
- Staff development
- People Management
- Breakfix Management
- Lifecycle Management
Affiliations
- Climbing
- Gym/Boxing
- Gaming
- Hiking
References
References available upon request.
Timeline
Head of Department - Shared Service Desk
Open Network Services Ltd
2024.04 - 2026.07
Emerging 3rd Line Support Engineer
Open Network Services Ltd
2023.01 - 2024.04
2nd Line Support Engineer
Open Network Services Ltd
2019.08 - 2023.01
Level 4 IT Professional (Undergraduate Equivalent) - Information Technology
Baltic Training (Apprenticeship)
2018.12 - 2019.09
1st Line Support Engineer
Open Network Services Ltd
2018.09 - 2019.08
Level 3 Infrastructure Technician - Information Technology
Baltic Training (Apprenticeship)
2018.02 - 2018.12
Apprentice 1st Line Support Engineer
Open Network Services Ltd
2017.02 - 2018.09
GCSEs -
Dinnington High School
2012.09 - 2017.07