2nd Line Analyst
As a 2nd line Analyst, it is my job to handle more complex, difficult and multi part issues and requests. To serve as a point of internal escalation for jobs that cannot be easily handled with a 1st line or first contact fix. I also create and update documentation and write guides for issues that may re-occur to ensure that our knowledgebase is always expanding. I have extensively trained in Desktop support, Windows Server, and modern cloud solutions such as the 365 suite and Azure packages.
I am a dedicated professional support engineer with over 9 years of experience working at Managed Service Providers. I have worked with a large range of customers, everything from complex and secure NHS facing clients who handle patient data to small and medium businesses in many diverse fields. My main drive in this industry is delivering great service, IT is a complicated field with many moving parts and being able to work with a team to solve problems and clear obstacles for our customers I find exceptionally satisfying.