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Senior
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IT Operations Support
Jesse Appiah
,
Milton Keynes, United Kingdom
Experience
Other titles
Skills
I'm offering
I am a very focused person who has a positive and pro-active attitude to work; which has helped me work well in the past and in my current position, to provide the best outcome for the situations and scenarios presented to me. I learn and adapt rapidly in challenging situations; due to this, I am result-oriented and continue to provide practical solutions to everyday tasks.
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2020 - ?
job
IT Operations Support
Alliance Automotive Group.
• Providing remote support to clients and staff via telephone, email, remote access, and on-site visits.
• Resolving daily incidents regarding telephony, networks, and applications, while adhering to strict SLAs
• Managing and resolving ‘high-priority’ incidents and request tickets
• Managing and resolving ‘critical-priority’ incidents as the weekly Incident Manager
• Assisting in the rollout of projects, such as AMD cabinet installations
• Provisioning mobile phones and laptops to the rest of business
• Creating and implementing documentation for processes, and templates for applications and messages
• Continuous participation in up-skilling programmes: Powershell Scripting, Fundamentals of a DevOps Environment, O365 and Azure AD administration
• Resolving daily incidents regarding telephony, networks, and applications, while adhering to strict SLAs
• Managing and resolving ‘high-priority’ incidents and request tickets
• Managing and resolving ‘critical-priority’ incidents as the weekly Incident Manager
• Assisting in the rollout of projects, such as AMD cabinet installations
• Provisioning mobile phones and laptops to the rest of business
• Creating and implementing documentation for processes, and templates for applications and messages
• Continuous participation in up-skilling programmes: Powershell Scripting, Fundamentals of a DevOps Environment, O365 and Azure AD administration
Operations, REST, It, Support, Processes, Manager
2018 - 2020
job
IT Infrastructure Engineer - Telephony
Alliance Automotive Group.
• Responsible for managing and supporting the existing ISDN & PSTN voice networks and 7311 mobile devices, for over 230 businesses across the UK and Europe.
• Overseeing the creation and completion of phone migration projects to an emerging VoIP platform.
• Proactively troubleshooting and resolving escalated IT issues across all areas of the business.
• Managing and resolving ‘critical-priority’ incidents as the weekly Incident Manager
• Liaising with third party telephony companies (BT, C2, Wavenet, Vivio, YTL, etc..) to resolve issues.
• Providing support to clients and staff via telephone, email, remote access, and site visits.
• Visiting sites as/when required to carry out phone configurations/training/on site problem resolutions.
• Undertaking professional development in accordance with the targets set out by the Head of IT Operations.
• Overseeing the creation and completion of phone migration projects to an emerging VoIP platform.
• Proactively troubleshooting and resolving escalated IT issues across all areas of the business.
• Managing and resolving ‘critical-priority’ incidents as the weekly Incident Manager
• Liaising with third party telephony companies (BT, C2, Wavenet, Vivio, YTL, etc..) to resolve issues.
• Providing support to clients and staff via telephone, email, remote access, and site visits.
• Visiting sites as/when required to carry out phone configurations/training/on site problem resolutions.
• Undertaking professional development in accordance with the targets set out by the Head of IT Operations.
Operations, Training, It infrastructure, Voip, It, Support, Infrastructure, Development, Manager, PSTN
2018 - 2018
temp
1st Line Analyst
Computacenter.
• Developed and maintained a positive rapport with the end users by displaying detailed understanding of their IT environment and business applications.
• Established and maintained high levels of incident ownership through the incident lifecycle to a satisfactory
conclusion.
• Analyse the nature of queries and customer problems and provided suitable solutions within satisfactory
timescales.
• Met personal & team productivity & quality targets, while developing and maintaining appropriate
communication skills suitable to the environment.
• Logged users' incidents received through phone calls and emails, with accurate details, and attempted first
contact resolution before escalating/signposting to a separate yet appropriate team.
• Established and maintained high levels of incident ownership through the incident lifecycle to a satisfactory
conclusion.
• Analyse the nature of queries and customer problems and provided suitable solutions within satisfactory
timescales.
• Met personal & team productivity & quality targets, while developing and maintaining appropriate
communication skills suitable to the environment.
• Logged users' incidents received through phone calls and emails, with accurate details, and attempted first
contact resolution before escalating/signposting to a separate yet appropriate team.
It, Analyst
2017 - 2018
job
Customer Service Advisor
Volkswagen Financial Services.
• Attentive to detail and able to solve a customer's query quickly and effectively
• Improved my own knowledge of the company, procedures and policies though self-learning and overviews
with the different departments.
• Setting my own personal goals and adhering to the company's policy of Treating Customers Fairly.
• Processed and interpreted data from client management programs; such as SAP, CRM & CMS
• Improved my own knowledge of the company, procedures and policies though self-learning and overviews
with the different departments.
• Setting my own personal goals and adhering to the company's policy of Treating Customers Fairly.
• Processed and interpreted data from client management programs; such as SAP, CRM & CMS
CRM, CMS, SAP, Customer service, Management, Service, Detail
2013 - 2016
job
Halls Coordinator
Plymouth University.
I managed multiple halls of residence and worked in a team to ensure effective communication between
the Halls of residence, security, building managers and my superiors.
• Delegated tasks effectively to team and staff members to ensure we were efficient in tackling and solving
complaints and situations that occurred within the many Halls of Residence.
• Dealt with dire and life-threating situations and adapted appropriately to all unexpected situations that
occurred.
• Arranged meetings and events to improve teamwork and morale.
• Planned schedules for team members to achieve an effective work-life balance.
• Adapting schedules in emergency situations to ensure that there were enough staff members on open days
• Assisting in the production of the moving in day schedules over the weekend to ensure that all halls were
covered with enough staff members to move around - in case of emergencies
the Halls of residence, security, building managers and my superiors.
• Delegated tasks effectively to team and staff members to ensure we were efficient in tackling and solving
complaints and situations that occurred within the many Halls of Residence.
• Dealt with dire and life-threating situations and adapted appropriately to all unexpected situations that
occurred.
• Arranged meetings and events to improve teamwork and morale.
• Planned schedules for team members to achieve an effective work-life balance.
• Adapting schedules in emergency situations to ensure that there were enough staff members on open days
• Assisting in the production of the moving in day schedules over the weekend to ensure that all halls were
covered with enough staff members to move around - in case of emergencies
Security, Coordinator, Production
2015 - 2015
job
Casual Staff Training assistant
Plymouth University.
• Organized training sessions for new staff members.
• Trained staff members on how to be efficient by managing their time at work better
• Operated an advanced database system (StarRez) and assisted with solving complex issues in the back end
of the program.
• Closely worked with the project manager to help improve team morale and schedules to provide results.
• Trained staff members on how to be efficient by managing their time at work better
• Operated an advanced database system (StarRez) and assisted with solving complex issues in the back end
of the program.
• Closely worked with the project manager to help improve team morale and schedules to provide results.
Project Manager, Training, Database, Manager
2013 - 2014
job
Frobisher House Receptionist
Plymouth University.
• Provided prompt responses to general student enquires at the reception desk.
• Organised a work schedule, which ensured adequate support from each member of the reception team
towards the work at hand.
• Trained new staff in areas of courtesy, timeliness and aiding students with accommodation concerns, as
well has how to use the various specialised programs.
• Organised a work schedule, which ensured adequate support from each member of the reception team
towards the work at hand.
• Trained new staff in areas of courtesy, timeliness and aiding students with accommodation concerns, as
well has how to use the various specialised programs.
Receptionist, Reception, Support
2011 - 2012
job
Shop Assistant
UPSU.
Worked well with a team of different characters and ensured they could depend on me by helping
wherever I could.
• Displayed excellent customer service even to unruly customers.
• Followed instructions given to me by my supervisors and bosses, and took the initiative when they were
not around.
• Professionally conducted myself in a shop environment, welcoming students and staff alike, and ensuring
they all had a great shopping experience
wherever I could.
• Displayed excellent customer service even to unruly customers.
• Followed instructions given to me by my supervisors and bosses, and took the initiative when they were
not around.
• Professionally conducted myself in a shop environment, welcoming students and staff alike, and ensuring
they all had a great shopping experience
Customer service, Service, ME
My education
University of Plymouth
N/a, Mechanical Engineering
N/a, Mechanical Engineering
n/a
Secondary, Shenley Brook End Sixth Form (Minor in Maths)
Secondary, Shenley Brook End Sixth Form (Minor in Maths)
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