About Me:
Let me introduce myself.
I am a Knowledge Management Analyst; focusing on SharePoint and Power Platform. I am based in Carlisle, Cumbria.
I have years of experience in the industry; pride myself in my customer service excellence, technical skills and passion for tech.
My technical skills
6+ Years
Experience
Infrastructure
Skills
Networking
Skills
Hardware
Skills
Software
Skills
Comms
Skills
Resume
'See for yourself'
Below is a fairly in-depth online resume.
If you would prefer to discuss this, or request a copy of my CV, please contact me
Work Experience
Knowledge Management Analyst
2021 - Current
Current Employer
Whilst at my current employer I am specialising in all things SharePoint & Power Platform.
This includes primarily project-based and solution design work, with maintenance and housekeeping thrown in also.
I create technical solutions daily in SharePoint, Power Automate, Power Apps and more!
IT Engineer
2020 - 2021
RMT Technology
Whilst at RMT I have had to adapt and deal with new challenges such as walk-up support with limited resources and documentation. This has helped me develop my ‘on the spot’ and ‘out of the box’ thinking to levels that I did not think possible. I have also taken on new responsibilities such as delivering customer-facing projects.
For example; a recent infrastructure migration project where I have set up an Office 365 environment for a new client, delivered an email-platform migration from GSuite to Office 365, seamlessly, with minimal downtime and no end-user interaction and have migrated them from an on-premise server to SharePoint infrastructure within Office 365.
This is in an effort to make their data readily available everywhere, more secure (previously they had no form of backups) and also make their ‘IT Stack’ more streamlined.
I have tackled (and overcome) several hurdles during this project; such as lack of user understanding (down to not understanding Copy and Paste), having absolutely no access or credentials to existing infrastructure and having to recover access and gather information by myself ‘from the ground up’ - reverse engineering everything that was in place.
IT Technician
2020
Amazon UK
During my time with Amazon; I furthered my customer obsession (working for the most customer-centric company on the planet!) as well as gaining further hardware experience and direct onsite customer support. This has helped me expand my horizons and deal with new scenarios such as internal conflict resolution (people who are not eligible, demanding equipment for example) and how to deal with and resolve these issues effectively whilst maintaining customer obsession.
IT Technician
2017-2020
David Allen IT
My responsibilities at David Allen IT mainly entailed taking support calls via telephone and email, helping customers across Cumbria resolve issues as quickly, efficiently and disruption free as possible. I ensured that customers were constantly kept updated on the status of any issues that I was dealing with, and was dynamic and flexible to suit the customer’s requirements aspects, such as resolving an issue effectively once, as a permanent fix, rather than a repeate workaround - and would often like to dive into root cause analysis.
I pride myself on my intuition, and my customer service obsession that I developed whilst working in this role (I averaged 4.8 out of 5 stars in Customer Satisfaction ratings) and built many professional customer relationships (even on a first name basis with most).
I was also involved in projects such as preparing for and delivering on-site deployments of customer equipment, and liked to be involved start-to-finish on these to ensure consistency. Further to this; I maintained our UniFi Networking stack and ensured smooth day-to-day operations, as well as overseeing and delivering patching and vital maintenance.
Comms Engineer
2016-2017
Online Systems (Northern)
During my time as a Telecom Engineer, I installed and maintained on-premise PBXs, which helped me gain vital customer service skills, and was my introduction to a customer service based role. This kickstarted the customer-driven nature that I have today. I prepared systems, installed these on site and performed on-site and remote maintenance and diagnostics also.