At Endava, I provided first- and second-line IT support across multiple platforms, resolving incidents and escalating issues to third-level teams when needed. I reduced incident response time by 30% through ticket prioritization strategies.
I logged and classified incidents and requests, monitored customer infrastructure alerts, and supported access to cloud platforms. I also used Jira and Confluence and created and edited knowledge base content.
My work included directory services, Citrix support, remote assistance with TeamViewer, and patching and asset monitoring with Intune. I managed over 500 tickets monthly, with 95% resolved within SLA timelines.
At Beazley plc, I maintained user records for audit deadlines, coordinated with management and HR to address record inconsistencies, and analyzed and approved change projects for UAT requirements. I also trained 15 colleagues and developed training material.
