The document provides a summary of Kelly Evans' experience and qualifications for an IT support role. It outlines her ITIL qualification and experience providing first and second line support. Recent work experience includes a role as a Technical Advisor for an energy company where she supported various transformation projects, desktop OS migrations, and software deployments. She has experience administering systems like Active Directory, SCCM, DNS, DHCP, and Office 365.

1. KELLY EVANS
5 Bracken Park Gardens, Wordsley, DY8 5SZ
+44 (0)7961900501
kellylevans@icloud.com
Profile
An ITIL qualified Service Desk / 1st and 2nd line analyst, with a determined and flexible approach, who
takes pleasure in working as part of a team or confident enough to work alone, self-motivated in any
environment. Thrives upon challenges and the fulfilment gained when resolving incidents. Also enjoys
learning new skills and constantly developing knowledge.
Key Skills & Achievements
• Provide a single point of contact 1st line to help achieve SLA’s
• Delivered a new and improved knowledge base for 1st and 2nd line use, which strengthened the
team and help exceed KPI’s
• Developed and supported new and existing colleagues on new processes
• Selected (3 out of 50 people) to help implement a new Corporate Service Desk
• Use of call logging systems to log calls 1st line
• Communicate with customers who call 1st line. Asking questions to enable a quick solution to
incidents, also offering support to remote users
• Customer facing support to resolve incidents onsite
• Worked in multi-vendor/Pan European company
• Installed, repaired and configured PC’s
• Highly accurate person who takes pride in work
• Friendly and positive attitude when dealing with urgent situations and frustrated customers
Supported Applications
• Experienced in Microsoft SCCM 2007/2012 environments, including creating application
deployments, collections, advertisements, task sequences, general troubleshooting, log analysis
and recommendation
• Developing and maintaining strong and successful relationships with MD, stakeholders, IT
functions, internal and external suppliers
• Proficient in multitasking and troubleshooting technical and non-technical issues
• Broad knowledge and experience of IT operating systems including Microsoft Windows 7, 10,
Windows servers 2008, 2012
• Experienced in administering DNS, DHCP and WINS
• Applying end to end knowledge of the ITIL lifecycle to ensure IT projects deliver to key milestones
and deliver value to the customer within SLA
• Extensive knowledge and experience in Client Services - User Change, Messaging & Active
Directory, File, Print, Client Image Patch & Anti-Virus Management.
• Manage and co-ordinate software distributions within alongside Internal and outsource providers
working to deliver successful software deployments and ensuring change management
processes is followed
• O365 administrator for BAU and Projects
• Frequent user of Service Now
Career History
Work Experience
Transformation Project Technical advisor– RWE GBS UK Ltd
(November 2013- Dec 2016)
Working on a various projects

2. I. Transformationproject to upgrade assets, migrate to a 2010 AD and Office 365 environment,
II. decomissioning of old domain,
III. Upgrade of VDI
• Onsite and remote diagnosis of desktop, application, networking and infrastructure issues.
• Co-ordination and implementation of operating systems and domain migrations and associated
software installations.
• Support and configuration of Windows XP and Windows 7 environments and remote
deployments.
• Provide project support to the Infrastructure Project Manager.
• Assist with the creation of technical communications to assist users post migration
• Provide support with legacy Email and Archive Vault
• Assisting users with the reactivation of Active Synch and Blackberry devices
• Installation and maintenance of hardware (desktops, laptops, telecoms, network, printers &
peripherals)
• Responsible for management and co-ordination of requests with multiple outsource providers to
ensure the successful delivery of new SCCM application packages into the organisation
• Providing 1st and 2nd line support for the outsource providers, managing escalations and
providing solutions to gaps in the outsourced contract and highlight to the service owner
• Identify potential risks, determine root causes, and recommend solutions to issues that relate to
imaging and deploying of software on Windows 7 workstations
• Supporting Infrastructure programmes and projects, covering desktop OS hardware migration,
O365 and backend infrastructure changes
• Management of outsourced provider’s software deployments to over 12000 assets throughout the
UK, including operating systems versions, critical applications and industry regulated software
• Worked closely with developers, architects, outsource providers and business change team
members to drive out details of business and technical requirements
• Working with business representatives to maintain a strong working relationship, resolve service
related issues, and ensure that IT services match business requirements
• Facilitate and coordinated the work of multiple project teams engaged in the establishment and
implementation of new projects to support the Project Managers
IT Support Analyst, Hydratight
(September 2013 – November 2013)
Working for an international oil and gas company, coordinating phone migration and providing on site IT
support.
• Visiting various locations to roll-out Iphones
• Set up/administrating phones in Maas360
• Providing Iphone training for workshop users
• Reviewing phone usage and applying correct data package
• Ordering IT equipment for all offices in the group
• Liasing with Dell and EE for faults
• Applying company build to new machines using SCCM/Active Directory
• Dealing with IT issues on site
• Providing 1st/2nd line support
IT Administrator, RWE (npower)
(Dec 2006 – Aug2013)
Working for a leading power company, setting up users with IT access/accounts and providing IT 1st line
support.
• Creation of accounts using in house software
• Cisco VPN set up and support
• MacAfee safeboot set up and support
• Managing faults in HP service centre.
• Managing SAP workload

3. • Providing excellent customer service
• Providing support to service desk (1st line support)
• Working to strict deadlines
• Managing and Documenting processes
• Working to agreed SLA’s
• Writing process documentation for 3rd party vendors
• Email creation in AD
• Covering service desk in busy/major incident periods
Recruitment Administrator, Macildowie
(Dec 2005 – Nov 2006)
Legal and financial recruitment company dealing with 50K plus roles
Supporting consultants with Administration duties
• Reception duties
• Typing job adverts
• Matching CV’s to vacancies
• Mail shots
• Arranging interviews
• Diary management
Recruitment Payroll Administrator, Pertemps
(Oct 2004 – Sep2005)
Working at British Gas as an onsite representive, dealing with all payroll and recruitment issues.
• Processing weekly payroll for 200 members of staff
• Dealing with disciplinary meetings/letters
• Answering queries in person and by telephone
• Liaising with other offices
• Running inductions for new starters
Payroll Administrator, Carillion
(Aug 1998 – Sep 2005)
Working for Sky Blue a sub division of Carillion, providing support for all payroll issues.
• Setting up payroll accounts for weekly new starters
• Processing weekly payroll for over 600 staff
• Dealing with payroll forms, P45’s, P60’s, SSP
• Liaising with local tax office
Training and Development
• ITIL Foundation
• IT Service Management
• Microsoft Office 2003 (Intermediate)
• Microsoft Office 2007 (Intermediate)
• Basic Web Development
• Values Of Behaviour
• Telephonist - call handling
• UNIX (basic)
• Lotus notes (basic)