Sundeep Phull
@sundeepphull
Enthusiastic IT professional with expertise in customer support.
United KingdomWhat I'm looking for
I am a highly skilled and self-motivated IT professional with extensive experience in customer-oriented environments. My expertise spans across various IT functions, including service desk operations, incident management, and user support. I thrive in challenging situations and possess strong analytical and strategic abilities that facilitate operational planning and procedural improvements.
Throughout my career, I have successfully managed service desk functions, ensuring high levels of customer satisfaction while adhering to SLAs. My roles have included supporting large user bases, troubleshooting technical issues, and collaborating with cross-functional teams to enhance service delivery. I am committed to continuous improvement and have a proven track record of identifying opportunities for process enhancements.
I am currently seeking a role within an exciting and expanding company where I can further develop my skills and contribute to organizational success. I am dedicated to providing exceptional service and fostering positive relationships with stakeholders.
Experience
Work history, roles, and key accomplishments
Service Desk Engineer 1st/2nd Line
TMA Data Limited
Sep 2023 - Present (1 year 10 months)
Managed the front-line service desk, ensuring proactive and efficient service delivery. Championed ITIL best practices and owned Manage Engine Service Desk Plus, resolving IT support queries according to agreed SLAs.
Information System Engineer 1st/2nd Line
PHE/UKHSA
Sep 2020 - Present (4 years 10 months)
Provided first-line service desk support, resolving approximately 200 tickets monthly with an 80% first-line fix rate for 10,000 users. Managed user permissions in Active Directory, set up users in Exchange, and utilized remote tools like Invanti and RCviewer.
Service Desk 1st/2nd Line
NHS Healthcare via Sphere
Aug 2019 - Present (5 years 11 months)
Supported approximately 8,000 users across four hospitals, resolving around 100 tickets weekly and handling 50 calls daily. Utilized Dameware and Bomgar for remote assistance and ZENworks for program installations.
Multi Channel/Stores 1st/2nd Line
Marks and Spencer
Feb 2018 - Present (7 years 5 months)
Provided 1st/2nd line support for multi-channel and store operations, including network drive mapping and printer driver installations via RDP. Supported numerous applications across multiple operating systems, handling over 800 calls per week for 30,000 users.
Application Support Analyst 2nd/3rd Line
Victoria & Albert Museum
Sep 2016 - Present (8 years 10 months)
Provided 2nd/3rd line application support for 2,000 users, ensuring key technology services were delivered. Collaborated with Change Management to support process planning, implementation, testing, and monitoring of required changes.
Application Support Analyst 2nd/3rd Line
Kirona
Apr 2015 - Present (10 years 3 months)
Responsible for troubleshooting and resolving Xmbrace DRS, Optitime, and Infosuite application issues, including user training and software configuration. Identified bug issues, workarounds, and configuration changes for over 300 council and UK sites.
ITGSD Support Analyst 1st/2nd Line
Allied Worldwide at Burberry
Sep 2014 - Present (10 years 10 months)
Provided 1st/2nd line ITGSD support, including mapping network drives to PCs and Macs, and installing printer drivers via Team Viewer or RDP. Managed Active Directory tasks such as creating new user accounts, granting permissions, and resetting passwords.
BA Support Analyst 1st/2nd Line
Marks and Spencer
Jun 2013 - Present (12 years 1 month)
Supported various applications across multiple operating systems, handling an average of 50 calls daily for 20,000 users. Performed first and second-line fixes for a wide range of issues, from account-based problems to application issues.
ITSD Support Analyst 1st/2nd Line
Sainsbury's Head Office
Aug 2012 - Present (12 years 11 months)
Identified opportunities for improvements and suggested them to relevant individuals. Performed first-line fixes for PFS stores, main stores, and depots, and managed printers via RDP.
Education
Degrees, certifications, and relevant coursework
UHUniversity of Hertfordshire
BA Graphic Design and Illustration, Graphic Design and Illustration
Grade: 2:2
Studied Graphic Design and Illustration at the University of Hertfordshire. Gained a 2:2 classification upon completion of the degree.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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