JRJames Redfearn
@jamesredfearn
IT support analyst with strong customer service and technical skills.
United KingdomWhat I'm looking for
I am an IT support analyst with a solid foundation in customer service and technical expertise. My career began in retail, where I honed my interpersonal skills, and transitioned into IT through a Service Desk Analyst role. This experience has equipped me with the ability to troubleshoot and resolve complex IT issues efficiently.
Currently, I work as a Second Line IT Support Analyst at Pennon Group, where I handle intricate service requests and incidents. I am proficient in using tools such as Active Directory, SCCM, and Microsoft 365 to provide effective support. My role involves not only resolving technical issues but also training new starters and creating knowledge base articles to enhance team efficiency.
Experience
Work history, roles, and key accomplishments
Second Line IT Support Analyst
Pennon Group
Jan 2022 - Present (3 years 6 months)
Resolved complex service requests and incidents using Active Directory, SCCM, Cisco CUCM, and Microsoft 365. Performed site visits for IT incident resolution and hardware installation, providing in-person support to colleagues and high-profile individuals.
Service Desk Analyst
Pennon Group
Jan 2022 - Dec 2022 (11 months)
Provided IT support over the phone and in person, performing identity management through Active Directory and Office 365. Utilized ServiceNow for logging IT support tickets and applied ITIL-aligned processes for incident prioritization.
Store Assistant
Ganesha Wholefoods
Jan 2017 - Jan 2022 (5 years)
Worked in retail at a health food store, serving customers at the till and assisting them in finding products. Managed custom orders, handled phone inquiries and complaints, and organized product deliveries.
Education
Degrees, certifications, and relevant coursework
IT Career Switch Ltd
IT Technician Traineeship, Information Technology
2021 -
Activities and societies: Courses studied included: CompTIA A+, Network+, Security+, MCSA Microsoft Windows 7 & 10, Cisco CCENT, ITIL 4. Qualifications obtained: ITIL 4 Foundation, CompTIA A+ 220-1001, CompTIA A+ 220-1002.
Completed a 1-year program covering various IT courses, including CompTIA A+, Network+, Security+, MCSA Microsoft Windows 7 & 10, Cisco CCENT, and ITIL 4. Gained practical skills in configuring and troubleshooting Windows systems, managing networks, and implementing security protocols.
Colyton Grammar School
A-Levels, General Studies
2010 -
Grade: A (A-Levels), A*-C (GCSEs)
Achieved three A-Levels with a grade of A. Also obtained 10 GCSEs with grades ranging from A* to C.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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