I am Toby Richards

2nd Line Service Desk Analyst July 2022 - Present

Sciensus

• Built a mobile-friendly Power Apps asset tracking system using APIs and Power Automate, enabling real-time barcode scanning, stock management and asset allocation tracking.
• Act as the primary escalation point for complex technical issues raised by Service Desk Analysts.
• Manage the Service Desk in the absence of the Manager, ensuring SLA compliance and smooth day-to-day operations.
• Provide on-site IT support for the CEO and Executive Team at the London office, resolving technical issues and ensuring smooth operations.
• Oversee IT and AV support during quarterly company-wide Town Hall events.
• Mentor apprentices and team members, producing documentation, guides and knowledge-sharing materials.
• Work closely with 3rd Line teams and third-party suppliers to resolve incidents and service requests.
• Conduct face-to-face IT inductions and create user documentation to improve onboarding and reduce ticket volumes.
• Provide telephone, remote and desk-side support for over 1,800 users across hardware, software, Microsoft 365, telephony and mobile devices.
• Build, configure and manage iPhones, Samsung devices and tablets using Apple Business Manager, Jamf, Samsung Knox and Microsoft Intune.
• Develop PowerShell automation solutions for onboarding processes, account management and reporting.
• Deploy applications, security policies and software updates through Microsoft Intune.

1st Line Service Desk Analyst November 2021 - July 2022

Sciensus

• Configured and deployed mobile devices using Microsoft Intune and Samsung Knox.
• Developed automated tools and business forms using Excel and VBA to streamline internal processes.
• Built, configured and prepared laptops for deployment to end users.
• Maintained Active Directory, Azure AD, Exchange accounts, Group Policy and Intune policies.
• Diagnosed and resolved hardware and software issues through telephone, remote and face-to-face support.
• Managed IT asset records to maintain accurate inventory tracking.
• Administered permissions within Microsoft Dynamics 365 Customer Engagement and Finance Operations.
• Worked collaboratively within the Service Desk to ensure incidents were resolved efficiently and within SLA targets.

IT System Support Engineer June 2015 - November 2021

Briggs Of Burton

• Supported over 170 users across the UK and US, managing laptops, desktops and mobile devices.
• Provided first line support for hardware and software issues, troubleshooting Microsoft Office, AutoCAD 2015, printers, plotters, AV equipment and end-user devices.
• Created holiday tracking systems, request forms and IT service request tools using Excel and VBA.
• Installed, configured and maintained computers and servers.
• Managed and maintained UK and US intranet sites.
• Installed and patched network and telephone cabling throughout the business.
• Trained new staff on company systems, software and equipment.
• Conducted roll calls during fire drills and emergency evacuations.

Matchday Snack Bar/ Bar Staff Manager Jan 2015 - Dec 2016

Burton Albion

• Responsible for serving drinks and snacks.
• Supervise bar staff.
• Accountable for cashing up.
• Verify customers age if they looked underage.
• In charge of changing the gas and barrels.

Waiter Dec 2013 - Dec 2014

Wing Wah Chinese Resturant

• Greeting customers.
• Taking food and drink orders.
• Resolve any customer complaints.

University of Derby2021 - 2023

First Class Honours Degree - Bachelor of Science in Computing and Information Technologies

3AAA Apprenticeships 2015 - 2016

Level 4 Diploma ICT Professionals – System Principles

Burton and South Derbyshire College 2015 – 2016

Edexcel Extended Diploma in IT Software Development Achieving Distinction Distinction Merit

The de Ferrers Academy 2007 – 2013

GCSE’s Achieving 13 GCSE’s A* to C, including Maths and English.