Aaron Smith
1st Line Engineer Service Desk Analyst @OneAdvanced
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WORK HISTORY
1st Line Engineer Service Desk Analyst @OneAdvanced
Birmingham, GB
Ensure a high level of customer service for all support queries, adhering to service management principles.• Prioritize and allocate tickets to the 2nd and 3rd line teams appropriately.• Manage incidents and requests, providing timely communication on status and progress to service users.• Troubleshoot IT-related issues, ranging from Advanced applications and Microsoft Office software to hardware such as laptops, desktops, mobile phones, printers, and connectivity problems.• Administer Active Directory tasks, including creating user accounts, resetting passwords, setting up distribution groups, and managing folder permissions.• Collaborate with 3rd party support providers to organize external technical support for incidents that cannot be resolved in-house, such as hardware failures.• Becoming a trusted advisor for C level executives in resolving any technical related queries and issues within a timely manner.
EDUCATION
Solihull Blossomfield College
BTEC - Level 3, Software & Development
ABOUT AARON SMITH
Worked with Customers of V1 Invoicing to understand and resolve issues- Committed IT Service Desk Specialist with a background in working within an ITIL framework. Proficient in system administration, troubleshooting, and process optimization. Skilled in Active Directory, hybrid email systems, and Powershell scripting. Adept at aligning IT operations with company policies and enhancing user experiences- A levelheaded individual who is passionate about computer programming. In particular using programming languages such as C++, C#, Python and Java. A tech enthusiast, always keeping up-to-date with the latest releases and developments in software and hardware.
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