Reginald Ibe
@reginaldibe
Dynamic Application Support & IT Service Desk Professional.
United KingdomWhat I'm looking for
I am a dynamic and highly experienced Application Support & IT Service Desk Professional with a strong track record of delivering exceptional technical support across diverse sectors. I excel in troubleshooting, incident management, and stakeholder communication within ITIL-aligned environments. My proactive attitude and logical mindset enable me to resolve complex issues efficiently, ensuring user satisfaction even in high-pressure settings.
Throughout my career, I have supported business-critical applications and driven user satisfaction by quickly adapting to evolving tools and platforms. My experience includes delivering first-line support, managing tickets, and training end-users on IT systems. I am committed to compliance with data security and IT governance policies, and I take pride in contributing to documentation and self-help guides that empower users.
Experience
Work history, roles, and key accomplishments
Service Desk Analyst
Churchill Knight – UoM
Sep 2022 - Present (2 years 10 months)
Delivered first-line support via phone and email, resolving hardware, software, and networking issues efficiently. Logged and managed tickets using the Avanti ITSM platform. Escalated high-priority issues and ensured accurate handovers to senior teams.
Support Services Engineer
IT Lab (Managed Services Provider)
Apr 2017 - Sep 2022 (5 years 5 months)
Delivered remote and deskside support to SMEs in an ITIL-based environment. Handled complex troubleshooting for Active Directory, Office 365, SharePoint, and network issues. Supported phone systems (Avaya, Mitel, Polycom) and maintained asset inventories.
Service Desk Analyst
Barnardos
Jan 2015 - Mar 2017 (2 years 2 months)
Provided 1st and 2nd line technical support to users nationwide. Used Citrix, VNC, and Microsoft tools for remote support. Managed Active Directory tasks including group policies, password resets, and permissions.
Customer Service Support Analyst
I-Scene
May 2013 - Nov 2014 (1 year 6 months)
Handled 1st line technical support across multiple sites. Utilized I-Support ticketing and provided user account administration via Active Directory. Delivered prompt resolution for hardware/software issues and escalated appropriately.
Technical Support Advisor
Telecom Plus – Utility Warehouse
Sep 2008 - Jan 2014 (5 years 4 months)
Provided first-line support for broadband, VoIP, and Blackberry services. Used Webex and other tools to remotely troubleshoot and resolve customer issues. Managed a personal ticket queue and delivered excellent customer service.
ICT Help Desk Analyst
London Borough of Tower Hamlets
Nov 2007 - Jul 2008 (8 months)
Supported over 4000 users across departments with MS Office, Active Directory, and general IT issues. Logged and escalated tickets using the council’s internal systems. Ensured efficient escalation to specialized teams as needed.
Help Desk Analyst
Atos Origin
Apr 2007 - Oct 2007 (6 months)
Supported railway ticketing systems and provided remote support for PDAs and desktops. Logged technical calls and escalated unresolved issues to field engineers. Used VNC and SMS tools to deliver remote assistance.
Education
Degrees, certifications, and relevant coursework
Reginald hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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