Peter James Booth
Summary
I am an enthusiastic team player. I thrive in a challenging and dynamic environment and take pride in delivering high quality work within time and budget constraints. I also enjoy a role with variety and that involves customer interfacing. I am professional, experienced, flexible, dedicated and I possess a 'can do' attitude that focuses on solving problems and overcoming challenges. I have recently relocated to the UK from Jersey after 30 years and became self-employed Contractor working for Clarity and PraxisIFM and have been dedicated within the Enterprise Client Team Supporting IT. I have been highly successful in my current role, and have worked consistently at achieving all objectives set. I am looking for an exciting role where I can utilize my extensive knowledge gained within a corporate environment.
Overview
25
25
years of professional experience
Work History
Information Technology Contractor
Clarity and PraxisIFM
01.2023 - Current
- Performing support and maintenance activities
- Contributing to Service Support meetings
- Working with offshore technical resources
- Collaborating with 3rd parties
- System checks and monitoring
- Asset Management
- Vulnerability and security management
- Patch management
- Collaborated with cross-functional teams to ensure seamless project execution and delivery.
- Consulted with customers to assess needs and propose optimal solutions.
- Analyzed user feedback to gather input and identify areas required for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
Professional Services Analyst
Clarity and PraxisIFM
01.2021 - 01.2023
- Software and Hardware Troubleshooting
- Windows Environments
- SLA’s (Service Level Agreements)
- On-Site and remote support
- Call Log Management
- Mentoring of others
- Accomplished in providing quality of Incident Management
- Strive to deliver continuous improvement in processes and systems
- Strong Customer Service skills
- Excellent communication skills
- Ability and willingness to learn new skills
- Analyser
- Problem Solver
Senior Service Desk Analyst
SG Kleinwort Hambros
01.2019 - 01.2020
- Established strong partnerships with vendors and third-party providers to expedite hardware and software issue resolution.
- Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
- Served as a mentor to junior team members, fostering a supportive work environment that encouraged skill development.
- Elevated customer service standards by delivering empathetic and knowledgeable support during high-stress situations.
- Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.
- Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base.
- Improved customer satisfaction ratings by providing timely, accurate, and professional support to endusers.
Senior Service Desk Analyst
BNP Paribas
01.2007 - 01.2019
- Management of Backup/restore Processes and Tape Storage
- Production checks on Overnight Reports and File Transfers
- Environmental monitoring of Server Rooms
- Operational BCP tests and scenarios
- Selling Ex Company BlackBerry’s/iPhones for local charities
- Raised £7240
- Management of all Mobile/iPhone and iPad devices
- Purchase IT services/products as required
- Deployment of devices such as PCs, thin clients, printer, copiers, fax machines, Mobile devices etc
- User maintenance for systems directly controlled and management of the process for other systems – this includes add/change/delete/change password and the maintenance of audit records
- Changes to be completed within agreed SLA/expected timescale
- Customer/user communication to be open and timely
- Printer, fax and copier maintenance and support
- Ensure IT aspects of moves are performed in a timely and professional manner
- To provide a reliable and cost effective IT service that complies with business, group and regulatory requirements
- Deliver a quality service within SLA or in absence of SLA, within reasonable time period
- Adhere to health and safety policy
- Ensure that work is in accordance with business requirements, follows group rules and group and local policies and procedures, are secure to group and industry standards and are fully licensed
- Ability to communicate with all levels of staff
- Manage customers’ expectations
- Provide a clear communication channel between customers and the IT organisation
- Citrix - support
- Microsoft Server 2003 and 2008 – support
- Microsoft Office 2007+
- Backup solutions – support
- Altiris - support
- Active Directory - support
- Microsoft Windows 7 and Microsoft XP - support
- Microsoft SharePoint – support
- General networking principles
- Concur support
- Lotus Notes - support
- Service Desk+ support, use of
- IBM AS/400 or iSeries OS400 operational and support
- Mitel 3300 support
- Redbox Support iPhone/iPad support
Graphic Design and Sign Manufacturer
Signtech
01.2000 - 01.2007
- Day to day running of studio and workshop
- Design and manufacturing of all signage
- Site surveys
- Meet with clients
- Stock control and purchasing
Education
1 ‘A’ Level -
Belfast Metropolitan College
01.1995
7 GCSE’S -
Ashfield Boys High School
01.1986
Skills
- Attention to detail
- Time management
- Staff management
- Concrete work
References
Available on request
Professional Development
- Service Desk Manager (SDM), SDI, 01/2012
- Service Desk Analyst (SDA), SDI, 01/2011
- Foundation Certificate in IT Service Management, ITIL V3, 01/2011
- Microsoft certified desktop support technician, MCDST, 01/2009
- CompTIA A+, the Computing Technology Industry Association, 01/2007
- Membership of BCS (British Computer Society)
Timeline
Information Technology Contractor
Clarity and PraxisIFM
01.2023 - Current
Professional Services Analyst
Clarity and PraxisIFM
01.2021 - 01.2023
Senior Service Desk Analyst
SG Kleinwort Hambros
01.2019 - 01.2020
Senior Service Desk Analyst
BNP Paribas
01.2007 - 01.2019
Graphic Design and Sign Manufacturer
Signtech
01.2000 - 01.2007
7 GCSE’S -
Ashfield Boys High School
1 ‘A’ Level -
Belfast Metropolitan College
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