Ashley Gainey

1st Line IT Service Desk Analyst @Torus

Liverpool, GB

Providing technological support to Torus employees over the phone, by email and in person at four different sites (Liverpool, St Helens, Stonebridge and Warrington) on rotation. First Response Times being within 1 hour and first hour fix times being 83%, ensuring I resolve issues within the SLA completion times.• Using technologies and architecture such as Microsoft Office 365, Azure/Entra and Exchange, Active Directory, Cisco Meraki, Citrix Director and PaperCut/Toshiba e-Follow to provide users with the best customer service possible.• Scheduled On-Call Work - Raise business critical issues with third-party suppliers in a timely manner.• Achieved a GEMs Award for going above and beyond my job in my first three months with the company.• Giving training sessions to new technicians and fellow non-IT colleagues to help them gain skills with Torus\'s systems and processes. Creating documentation, building a knowledge base and updating the asset management system for colleagues to refer to.• Submitted Change Requests for projects I made, which went through the CAB process, were approved and rolled out to all Torus laptops. Collaborating on projects such as the PRTG Dashboard, Desktop Refresh, ICT Life Hacks and New Starter Welcome Packs. Part of the Social Committee and Love Unity Network.

The Studio Liverpool

High School, Creative Media (CM), Computer Science (CS), Core Maths (M)

Enterprise South Liverpool Academy

B, Computer Science

Liverpool John Moores University

BSc (Hons) in Digital & Technology Solutions, Computer Software Engineering