Curtis Anderson

Senior Technical Service Engineer @Ultima

GB

I am currently experienced IT professional, I have consistently provided advanced technical support across multiple channels (phone, email, and chat), resolving complex incidents and service requests for various customers and contracts. My role also involved acting as an escalation point for Service Desk Analysts, troubleshooting complex hardware, software, and network issues.I have a strong background in delivering onsite support, managing hardware setups, and ensuring the seamless operation of devices such as laptops, desktops, and printers across multiple sites. In addition, I led IT infrastructure integrations during mergers, playing a key role in system consolidation and standardization efforts.Collaborating closely with project managers, vendors, and internal teams, I helped ensure the successful and timely completion of projects. I also contributed to the improvement of service desk operations by regularly updating Knowledge Base articles based on user feedback, which enhanced first-contact resolution rates.In my leadership capacity, I provided guidance and training to 1st Line engineers, improving their technical capabilities and problem-solving skills. I also developed comprehensive training materials for new employees to facilitate smooth onboarding on internal tools, systems, and troubleshooting procedures.Finally, I served as a liaison between customers and vendors, managing hardware and software procurement processes while resolving issues efficiently.

Holly Lodge High School College of Science

BTEC Level 3 Extended Diploma