IT Analyst
RICOH UK
Total years of experience :16 years, 0 Months
1. Receipt, response, fix and referral of service calls within agreed SLA’s
2. Coordination between various internal departments and external suppliers to ensure a cohesive approach
to Bank Colleagues requirements
3. Working to a roster system to ensure ITS service hours are covered
4. Answering calls from Bank Colleagues, providing guidance, advice and support in order to resolve at first
contact or pass the incident/request directly to the appropriate support group.
5. Providing regular call updates to customers throughout the call lifecycle ensuring a high level of customer
service is delivered and maintained through regular communication
6. Classification and prioritisation of calls in-line with Incident Management processes
7. Using remote control software, in-line with security policies, to resolve basic 1st line hardware and IT related
issues
8. Referral of calls to internal and external support groups in-line with operational refer and manage processes
9. Escalation of calls within Incident Management guidelines, providing status feedback to customers and
team/management at regular intervals
10. To manage the following activities inline with departmental procedures to ensure compliance with all
contractual agreements:
• Incident Registration
• Call Allocation
• 1st Line Desktop Support
• Remote IMAC administration
• Configuration administration
• System administration
Printing, Scanning, Photocopying, Binding
Employer Office Angels / Swiss Post Solutions Ltd
Type of business Banking
Position held Post Room Operative
Employer's Telephone 01274-369027
Responsibilities
Dealing with customer inquiries, both face to face and over the telephone.
Administrative & data input task.
Quality control of print.
Setting up templates for mail merge.
Organizing & printing letters from mail merge & PDF.
Operating print devices via network connections.
(Job No2) September 2009 - January 2010
Employer UK Fried Chicken Halal, Bradford UK
Type of business Fast Food
Position held Office Assistant
Employer's Telephone -
Responsibilities
I started as a cleaner after that my boss shifted me to kitchen making burgers and fries. Then he moved me to front desk to deal with customers. And after that I was moved into administration as an office assistant. My duties were confirming the food stock in shops and then placing the order to wholesalers. Searching new distributors over the internet. Dealing with banking matters.
(Job No3) February 2008 - May 2009
Employer Semza Traders
Type of business Manufacturer & Exporter of Beauty Implements
Position held IT Assistant
Responsibilities
During the period of this employment, the main responsibilities were creating and modifying the company website, data entering and installing of different software's and operating system which were required by the company.
• Year October 2005 • Institute Informatics Computer School Singapore • Subjects Studying Developing Interactive Web Sites, The Internet & Wireless Communication Technologies, Broadband Communication & Networking, Applied Mathematics for Communication Technologies, Network & Distributed Application Security • Course Advance Diploma in Information Communication Technology • Grade Achieved
• Year February 2003 • Institute APTECH Computer Education Sialkot • Subjects covered Advanced Concepts of Information Technology, Desktop Management with MS-Office, Database Design with MS Access 2000, Logic Building with Java Script, Networking with Windows 2000, Website Design and Publishing with FrontPage 2005, Object Oriented Concepts and Java 2, Linux Basic, Desktop Application with Visual Basic 6.0
• Institute The Informatic College Sialkot Pakistan • Subjects covered HTML, DHTML, Dream Weaver, Adobe, Flash • Qualification Diploma in Web Designing • Grade Achieved B • Year August 2000
• Institute The Informatic College Sialkot Pakistan • Subjects Covered MS Word, MS Excel, MS Power Point, Installation, Internet and Searching • Qualification Diploma in Information Technology • Grade Achieved A • Year August 1999 • Subjects covered Urdu, English, Islamic Education, Pakistan Studies, Islamic Studies, Economics, Civics
• Qualification Intermediate in Humanities ( Equivalent to UK A-Level) • Year July 1995 • Qualification Matriculation ( Equivalent to UK GCSE)
