Open to opportunities

Julian User

@julianuser1

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Dynamic IT professional with 20 years of service desk experience.

United Kingdom

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What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth.

I am a dynamic IT professional with over 20 years of experience in enhancing system performance and delivering exceptional technical support. Throughout my career, I have achieved a remarkable 30% reduction in operational downtime and managed over 200 support tickets monthly, maintaining a 95% satisfaction rate. My expertise lies in diagnosing and resolving technical issues, deploying and configuring Windows environments, and streamlining processes to boost team efficiency by 40%.

In my recent role as a Service Desk Analyst at Notting Hill Genesis, I successfully built and deployed Lenovo laptops using Intune and Windows Autopilot, streamlining the setup for over 50 devices monthly. I have also managed Active Directory for user account deactivation and permissions, ensuring secure access for departing employees. My commitment to excellence is reflected in my ability to resolve escalated trouble tickets for VIP users, consistently achieving a 95% satisfaction rate in support resolution.

My experience spans various organizations, including Luton Borough Council and LTI Infotech, where I led a team in delivering expert desktop support to 2,000 clients. I am passionate about enhancing help desk operations and maintaining a comprehensive knowledge base, which has been pivotal in improving service desk efficiency and user satisfaction. I am eager to bring my skills and experience to a new opportunity where I can continue to make a positive impact.

Experience

Work history, roles, and key accomplishments

Service Desk Analyst

Notting Hill Genesis

Aug 2023 - Jun 2025 (1 year 10 months)

Built and deployed Lenovo laptops using Intune and Windows Autopilot, streamlining setup for 50+ devices monthly. Managed Active Directory for user account deactivation and permissions, ensuring secure access for departing employees. Resolved escalated trouble tickets on ServiceNow for VIP users, achieving a 95% satisfaction rate in support resolution.

Intune Autopilot Active Directory ServiceNow VIP Support Technical Support Troubleshooting

Service Desk Analyst

Luton Borough Council

Nov 2021 - Jul 2023 (1 year 8 months)

Coordinated with management to enhance help desk operations and maintain a comprehensive knowledge base. Managed and resolved 100+ client tickets, delivering efficient technical support. Provided detailed documentation for software usage and set up laptops and mobile devices for VIP clients, troubleshooting Windows and MacOS issues.

Help Desk Support Knowledge Management Technical Support Software Documentation Mobile Device Setup

Service Desk Analyst

LTI Infotech

Apr 2018 - Nov 2021 (3 years 7 months)

Led a team of 3 in delivering expert desktop support to 2,000 clients at Terex Corporation in Italy. Established Cisco VPN for remote access and optimised Citrix connections across servers. Managed ServiceNow reports, network access, email lists, and restored IP phones and printers.

Desktop Support Team Leadership VPN Citrix ServiceNow IP Phone Restoration Printer Restoration Remote Access

Service Desk Analyst

AGS WorldPay

Oct 2017 - Mar 2018 (5 months)

Delivered technical support to UK customers and Java developers, resolving issues efficiently. Utilised ServiceNow to process 100+ trouble tickets weekly and reset passwords. Managed access permissions for network folders to facilitate new account creation.

Password Resets Technical Support Java Developer ServiceNow Password Reset Network Folder Management Account Creation Customer Support

Service Desk Analyst

Page Group

Sep 2016 - Sep 2017 (1 year)

Collaborated in a multilingual technical team, delivering technical support in native languages, enhancing client reliability by 30%. Provided exceptional service as part of a newly established technical group, improving issue resolution time by 25%.

Reliability Team Collaboration Technical Services Customer Service Problem Solving

Service Desk Analyst

Alibaba Group

Mar 2011 - Sep 2016 (5 years 6 months)

Provided expert technical support to Italian clients, resolving issues efficiently and optimising resources. Assisted service desk management by evaluating staff performance and enhancing service delivery.

Technical Support Resource Management Service Delivery Client Services Customer Service Problem Solving

Service Desk Analyst

Brain Force

Sep 2001 - Mar 2011 (9 years 6 months)

Led Windows XP migration project for Nestle Waters San Pellegrino Italy, enhancing operational efficiency. Provided second line support for IMI Bank San Paolo, ensuring timely resolution of technical issues. Acted as team lead for eight months at Telecom Italy, managing a team of seven to deliver exceptional service.

IT Support Problem Solving Team Management Windows XP Migration Second Line Management Team Leadership Service Delivery Project Management

Education

Degrees, certifications, and relevant coursework

Institute San Luca

Certification, Network Administration

Obtained a Network Administrator Certification from Institute San Luca in Milan, Italy. This certification focused on the essential skills and knowledge required for network administration.

Computer Education Institute

Diploma, Computer Science

Completed studies in Computer Science at the Computer Education Institute in Constanta, Romania. The curriculum covered fundamental aspects of computer education.