Herisson Schimidt

Managed international Helpdesk tickets for 40-50 users across multiple global locations, including new user setups and liaising with the US Helpdesk Team. Led weekly Helpdesk meetings to ensure ticket updates and SLA adherence, managed laptop upgrades, equipment orders, and set up the UK office.

Collaborated with the Operations Manager to enhance operational process efficiency and effectiveness. Responsible for raising purchase orders, resolving queries, and centralizing new supplier setups and relations across the company.

Liaised with various teams to coordinate daily tasks and fulfilled customer orders using Dear, an order fulfillment and inventory management system. Collaborated closely with the packing team to ensure accurate and timely dispatch of products.

Set up new laptops and workstations for employees, processed new starter forms, and configured users in Active Directory and ShareFile for secure file sharing and backup. Managed equipment provisioning, documented procedures, and performed network patch chasing.

Provided new internet circuits and troubleshooted internet issues for clients, created new users, and set up phones using the Broadworks platform. Managed and completed an IVR setup project for a new client site, ensuring successful implementation to user expectations.

Managed tickets using Autotask and utilized IT Glue for documentation and processes, handling various roles including onsite visits for client projects. Configured and updated access points for clients, ensuring proper firmware and hosted controller integration.

Answered calls and resolved customer issues, primarily focusing on resetting passwords and unblocking accounts in Active Directory, and creating 3-6 new user accounts daily. Re-patched and re-cabled a client's entire network, color-coding it for improved future understanding and working varied shifts to meet project deadlines.

Grade: Pass

Activities and societies: CompTIA A+ Core 1 (1001) (Pass), CompTIA Network+ (Expected 08/25)

Completed the Network Professional Programme, which included CompTIA A+ Core 1 (1001) certification. Currently pursuing CompTIA Network+ certification, expected by August 2025.

Grade: Pass

Achieved a Level 3 qualification in ICT Systems and Principles. This program provided foundational knowledge in information and communication technology.

Grade: MMM

Activities and societies: English Functional Skills Level 2 - P

Completed BTEC Level 3 IT, gaining practical skills and theoretical knowledge in information technology. Also achieved English Functional Skills Level 2.

Obtained 10 GCSEs, including core subjects such as Maths and English. This provided a strong academic foundation for further studies.