Andrew Fairclough is a Service Desk Analyst with over 3 years of experience in 1st/2nd line IT support. He provides support to over 8,500 users across multiple organizations, troubleshooting a variety of issues on systems ranging from Windows XP to Windows Server 2012. Andrew enjoys exploring technology and using his strong customer service skills to resolve IT incidents.

1. A N D R E W F A I R C L O U G H
5 6 B L A C K S A S H A W H O U S E , D E A N E , B O L T O N , B L 3 5 N U
P H O N E 0 7 7 1 3 8 3 7 0 0 6 • E - M A I L A N D R E W F A I R C L O U G H @ L I V E . C O . U K
PERSONAL PROFILE
I am a team player who is able to form good working relationships with peers and
clients. I have effective use of time management and I am able to priorities tasks
appropriately. I enjoy working with IT systems and have developed strong IT customer
service experience throughout my time within 1st
/2nd
line IT support.
WORK EXPERIENCE
Service Desk Analyst (1st
/2nd Line Support) - Agilisys (Bolton and Wigan
Partnership)
October 2014 – Present
Responsibilities
 Logging calls such as incidents and service requests to resolve for the user. I support
around 8,500 users across Bolton and Wigan council, Wian leisure culture trust
(WLCT) and Wigan and Leigh Housing (WALH)? I support Councillors for Bolton and
Wigan council. We also have VIP’s within the council that we support.
 Successfully work in a high pressures environment and I answer around 50 -70 calls
a day and achieve a total of 85% + First Time Fix rate
 Manage a broad range of trouble shooting incidents managing outcomes of different
errors and following the correct procedure to correct that problem and carefully
following the SLA procedure once an incident is logged.
 Maintain multiple systems such as VDI (Virtual Desktop Interface), Windows XP –
Windows 10. I also use Vmware admin to be able to administrate all the Virtual
devices that are on the network in one central location.
 Maintain Windows server 2003 to windows server 2012. We have a place called
tsamin.msc were we can locate all users on which server they are logged in to and
this shows us who is logged in and who has disconnected sessions to be able to kick
them out so that they can log in.
 Support Ipad’s, Macbooks and home laptops for remote connections to a server so
that the user can work from home through a VPN.
 Experience of Team viewer, Dameware, Ultra VNC and Go To Assist. These are
essential for remote access into user’s machine to manage the support of 8,500
Users.
 To escalate issues there is a process were I shall escalate it by updating the call we
have in our supportworks system for 1st
line of chase, 2nd
line of chase is with my
manager and the team in questions manager and 3rd
line of chase is operations
manager.
 I have knowledge if using SCCM and Remote desktop assistance, Dameware, Ultra
VNC and Go to assist, key applications for remote desktop support.
 The use of Active directory for adding permissions and changing permissions and also
correcting user accounts like name changes password resets and also account
unlocks. Also to create a new user within active directory.
 We have the use of servers from 2003 up to 2008 servers that I support.

2.  I also support the Virtual environment call Vmware horizon client ( VDI )
 Exchange management console 2010: here I can add mailbox permissions, change
mailboxes sizes and create mailboxes amend details.
1st
& 2nd
Line Service Desk Apprentice - Bolton and Wigan Partnership
October 2013 – October 2014
Responsibilities
 Logging incidents, service requests, creating and modifying user accounts,
maintenance of RDP servers and trying to fix issues at the first point of contact.
 Working with the Networks team; when I worked with the networks team they were
an ongoing project so for two weeks I was helping to install switches into schools and
doing the necessary patching. Working from 6am until 6pm to get the job done in
time.
 Provided support on the Desktop Team whereby I was required to address printer,
server, desktop, laptops and VDI Terminal issues. The majority of the operating
systems are Windows 7, but we do support Windows XP up to Windows 8.1 Required
to configure council build on laptops and desktops as well as configuring iPad,
iPhones and Blackberry phones for council use.
Mencap Charity Shop Bolton
July 2011 – September 2011
During my summer holidays I volunteered to assist with bagging old clothes, tagging the
new
Clothes into donations and providing till support. This was my first job interacting with
customers face-to-face. This experience helped me to become more confident as I was
able to easily engage in conversation with customers when they came in to the shop. I
was offered a job at the end of the holiday however due to education I did not have
time to continue my work.
EDUCATION
Agilisys Arch Apprentice Program: BTEC Level 3 Diploma (2013-2014)
Microsoft Certified Professional: Networking Fundamentals- (98-366 – 2014)
Bolton Sixth Form College: Level 2 IT (2012-2013)
English Functional Skills: (2013-2014)
ICT Functional Skills: (2013-2014)
Harper Green Secondary School, Bolton, Farnworth (2011/2012)
GCSE
English History
Math’s ICT
Science GCSE Drama
Science BTEC French
HOBBIES
I enjoy exploring different cities in the UK – I hope to visit every city in the UK by
2017.
Countryside mountain biker.
Enjoy repairing broken laptops, desktops, mobiles for friends.
REFERENCES
Available on request