KELLY EVANS 5 Bracken Park Gardens, Wordsley, DY8 5SZ

+44 (0)7961900501 kellylevans@icloud.com

Profile An ITIL qualified Service Desk / 1st and 2nd line analyst, with a determined and flexible approach, who takes pleasure in working as part of a team or confident enough to work alone, self-motivated in any

environment. Thrives upon challenges and the fulfilment gained when resolving incidents. Also enjoys learning new skills and constantly developing knowledge.

Key Skills & Achievements • Provide a single point of contact 1st line to help achieve SLA’s • Delivered a new and improved knowledge base for 1st and 2nd line use, which strengthened the

team and help exceed KPI’s • Developed and supported new and existing colleagues on new processes • Selected (3 out of 50 people) to help implement a new Corporate Service Desk

• Use of call logging systems to log calls 1st line • Communicate with customers who call 1st line. Asking questions to enable a quick solution to

incidents, also offering support to remote users

• Customer facing support to resolve incidents onsite • Worked in multi-vendor/Pan European company • Installed, repaired and configured PC’s

• Highly accurate person who takes pride in work • Friendly and positive attitude when dealing with urgent situations and frustrated customers

Supported Applications

• Experienced in Microsoft SCCM 2007/2012 environments, including creating application

deployments, collections, advertisements, task sequences, general troubleshooting, log analysis and recommendation

• Developing and maintaining strong and successful relationships with MD, stakeholders, IT

functions, internal and external suppliers

• Proficient in multitasking and troubleshooting technical and non-technical issues

• Broad knowledge and experience of IT operating systems including Microsoft Windows 7, 10,

Windows servers 2008, 2012

• Experienced in administering DNS, DHCP and WINS

• Applying end to end knowledge of the ITIL lifecycle to ensure IT projects deliver to key milestones

and deliver value to the customer within SLA

• Extensive knowledge and experience in Client Services - User Change, Messaging & Active

Directory, File, Print, Client Image \ Patch & Anti-Virus Management.

• Manage and co-ordinate software distributions within alongside Internal and outsource providers

working to deliver successful software deployments and ensuring change management processes is followed

• O365 administrator for BAU and Projects

• Frequent user of Service Now Career History

Work Experience Transformation Project Technical advisor– RWE GBS UK Ltd

(November 2013- Dec 2016) Working on a various projects

I. Transformationproject to upgrade assets, migrate to a 2010 AD and Office 365 environment, II. decomissioning of old domain,

III. Upgrade of VDI

• Onsite and remote diagnosis of desktop, application, networking and infrastructure issues.

• Co-ordination and implementation of operating systems and domain migrations and associated software installations.

• Support and configuration of Windows XP and Windows 7 environments and remote

deployments. • Provide project support to the Infrastructure Project Manager. • Assist with the creation of technical communications to assist users post migration

• Provide support with legacy Email and Archive Vault • Assisting users with the reactivation of Active Synch and Blackberry devices • Installation and maintenance of hardware (desktops, laptops, telecoms, network, printers &

peripherals) • Responsible for management and co-ordination of requests with multiple outsource providers to

ensure the successful delivery of new SCCM application packages into the organisation

• Providing 1st and 2nd line support for the outsource providers, managing escalations and providing solutions to gaps in the outsourced contract and highlight to the service owner

• Identify potential risks, determine root causes, and recommend solutions to issues that relate to

imaging and deploying of software on Windows 7 workstations • Supporting Infrastructure programmes and projects, covering desktop OS \ hardware migration,

O365 and backend infrastructure changes

• Management of outsourced provider’s software deployments to over 12000 assets throughout the UK, including operating systems versions, critical applications and industry regulated software

• Worked closely with developers, architects, outsource providers and business change team

members to drive out details of business and technical requirements • Working with business representatives to maintain a strong working relationship, resolve service

related issues, and ensure that IT services match business requirements

• Facilitate and coordinated the work of multiple project teams engaged in the establishment and implementation of new projects to support the Project Managers

IT Support Analyst, Hydratight (September 2013 – November 2013)

Working for an international oil and gas company, coordinating phone migration and providing on site IT support.

• Visiting various locations to roll-out Iphones

• Set up/administrating phones in Maas360 • Providing Iphone training for workshop users • Reviewing phone usage and applying correct data package

• Ordering IT equipment for all offices in the group • Liasing with Dell and EE for faults • Applying company build to new machines using SCCM/Active Directory

• Dealing with IT issues on site • Providing 1st/2nd line support

IT Administrator, RWE (npower) (Dec 2006 – Aug2013) Working for a leading power company, setting up users with IT access/accounts and providing IT 1st line

support. • Creation of accounts using in house software • Cisco VPN set up and support

• MacAfee safeboot set up and support • Managing faults in HP service centre. • Managing SAP workload

• Providing excellent customer service • Providing support to service desk (1st line support)

• Working to strict deadlines • Managing and Documenting processes • Working to agreed SLA’s

• Writing process documentation for 3rd party vendors • Email creation in AD • Covering service desk in busy/major incident periods

Recruitment Administrator, Macildowie (Dec 2005 – Nov 2006)

Legal and financial recruitment company dealing with 50K plus roles Supporting consultants with Administration duties

• Reception duties

• Typing job adverts • Matching CV’s to vacancies • Mail shots

• Arranging interviews • Diary management

Recruitment Payroll Administrator, Pertemps (Oct 2004 – Sep2005) Working at British Gas as an onsite representive, dealing with all payroll and recruitment issues.

• Processing weekly payroll for 200 members of staff • Dealing with disciplinary meetings/letters • Answering queries in person and by telephone

• Liaising with other offices • Running inductions for new starters

Payroll Administrator, Carillion (Aug 1998 – Sep 2005) Working for Sky Blue a sub division of Carillion, providing support for all payroll issues .

• Setting up payroll accounts for weekly new starters • Processing weekly payroll for over 600 staff • Dealing with payroll forms, P45’s, P60’s, SSP

• Liaising with local tax office Training and Development

• ITIL Foundation • IT Service Management • Microsoft Office 2003 (Intermediate)

• Microsoft Office 2007 (Intermediate) • Basic Web Development • Values Of Behaviour

• Telephonist - call handling • UNIX (basic) • Lotus notes (basic)