John Dekoven
Senior IT Operations Analyst @Element Materials Technology
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WORK HISTORY
Senior IT Operations Analyst @Element Materials Technology
Edinburgh, GB
First and second line Help Desk supporting approximately 6,200 employees.* Triage issues and service requests via phone, email, chat and portal.* Record and document all details of issues or service request in Service Now.* Provide \"how to\" assistance of all internally supported devices and systems.* Escalate and follow up on all issues and requests to appropriate special support groups. subject matter experts in accordance with service level agreements.* Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
EDUCATION
Pepperdine University
Bachelor's degree, Business, Management, Marketing, and Related Support Services
SKILLS
ABOUT JOHN DEKOVEN
A highly experienced IT professional with a track record delivering numerous IT projects covering Desktop/Network Support, Windows/Mac deployments, point of sale installations, network installations, and date centre maintenance for large well-known companies within Banking, Financial Services, Retail, Hardware/Software and E-Commerce. Possesses an ability to adapt to changing technology and company requirements. Demonstrable experience leading and managing projects and ensuring it is delivered on time, within budget and to specification while providing training, and post go-live support. Able to build and maintain strong professional relationships with colleagues, clients and stakeholders while using strong interpersonal and communication skills both verbal and in writing.
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