IT Support & Service Delivery Professional

CV

PARAM CHATHA

E: ***************@*****.*** T : 074**-******

it technical support & service management

Service Desk – Technical Support – Customer Service

Dedicated IT Support Professional with 5 years of experience delivering high quality 1st and 2nd line technical assistance across corporate, MSP and enterprise environments. I possess a proven record of incident management, user administration and troubleshooting of software and hardware. I am a strong communicator with an ability to collaborate across different teams while maintaining service delivery standards

Areas of Expertise

Incident/Request Management

Microsoft/Linux

Account management

Root Cause Analysis

Cloud/Networking Fundamentals

Knowledge Base

Business support

Managing change

ITIL Aligned

Stakeholder Engagement

Identifying customer needs

Mentoring/Training

Professional Experience and Significant Achievements

IT SUPPORT ANALYST April 2023 - November 2025

Bentley Systems - London

To support internal and external users with service requests and user account management using ServiceNow. I was responsible for triaging and resolving support requests for HS2 and National Highways which consisted of over 1000 users and onboarding new users to the business on a SQL exor database system through the JML process.

I would perform system health monitoring via daily checks on our common data environments while collaborating with product support teams to investigate any business-critical issues.

I also led the migration of the knowledge base to a new Sharepoint based system by updating and retiring old documentation while updating existing knowledge base articles.

1st LINE SUPPORT ENGINEER March 2022 – April 2023

Focus Group - Shoreham

To support an MSP client base with IT issues and resolving incidents. I was primarily on phone support with logging of IT incidents and carrying out any new user setup requests through Freshdesk.

I helped coordinate any high priority issues such as P1s to the appropriate team through liaising with 2nd and 3rd line support and in some cases assisting with field engineering and license procurement.

I was one of the top performing engineers on the team where my case closure rate was high which meant fewer reopening of incidents and escalations which I also handled with utmost care and responsibility.

Performance measured with daily closure case rate and professional phone manner.

TECHNICAL SUPPORT ADVISOR November 2021 – March 2022

Zonal - Horley

To retain support in a range of retail and hospitality clients with IT issues with EPOS terminals and printers.

Handled over 70 telephone calls a day with the expectation of resolving 90% of issues during the call

Performed shift work to ensure accurate coverage of the helpdesk duties for each client.

IT SERVICE DESK ANALYST August 2020 – October 2021

Schroders - London

Entry level IT role to familiarize myself with service desk operations in a busy client environment.

Consistently prioritising case workload through ServiceNow by supporting account provisioning, MFA smartphone iOS and android setups through the Microsoft 365 suite.

I followed strict company procedures such as KPIs and professional client stakeholder management.

I also assisted with quality assurance on tickets that were raised by other analysts to ensure standards were being met and high standards upheld.

Assisted with hardware asset management and software license management by liaising with third party vendors to fulfill requests.

Comfortable with using most remote support tools such as Microsoft Teams, Zoom, Webex and Teamviewer.

CUSTOMER SERVICE ASSISTANT February 2020 – August 2020

Marks & Spencer - Aberdeen

Responsible for food distribution and handling of customer queries during the COVID Pandemic in a key worker role classed by the government at that time.

I operated till checkout services for customers during busy periods while in a shift pattern.

MARINE ENGINEERING APPRENTICESHIP February 2017 – December 2019

Clyde Marine Training – Fleetwood Nautical College

Completed 18-month training program including 6 months’ sea time in the Americas.

This included onsite college work dealing with engineering principles and mathematical concepts.

Education, Certifications & Achievements

ITIL knowledge through practical applications

RAF Cadet Training – RAF Cranwell

Honour Guard for Queen Elizabeth II (Marischal College, 2012)

Duke of Edinburgh Award – Bronze

GCSE Equivalent: 8 subjects A-C grade including English, Maths, Science and Computing

REFERENCES AVAILABLE UPON REQUEST

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