Deployed a static website with a custom domain using Amazon Route 53 and S3.
Managed SSL certificates with Certificate Manager to ensure secure access.
Serverless SQL Database
Built a serverless database to query CSV data using AWS Glue for ETL,
Amazon Athena for SQL queries, and integrated it with S3 for storage.
AI-Powered RAG System
Created a Retrieval-Augmented Generation (RAG) system to allow AI-powered queries using
Amazon Bedrock for AI inference, Amazon OpenSearch for indexing,
and Amazon Lex for chatbot interactions.
Professional Summary
Experienced IT Helpdesk Analyst with over 10 years in call center environments. Skilled in providing technical support, resolving customer issues, and using various IT service management tools. Strong communicator with a track record of delivering excellent customer service across diverse industries.
Skills
I am learning about AWS now. I do have a good understanding of most of the different services that are offered, done some labs on AWS pentesting, and learning the basics of permissions
Deepening knowledge of AWS services and cloud architecture
Mastering SQL database management and connectivity
Advancing cybersecurity skills:
Setting up and managing Active Directory in a virtual environment
Planning to conduct penetration testing using Bloodhound
Continuing to explore log analysis and system hardening techniques
Work Experience
Call Centre Associate | Swale Heating | November 2024 – Present
The company is now in Migration to Sureserve Compliance South. I have previously done the same job about 10 years ago. So helping book jobs out over the phone. Rebooking appointments.
Cash Processor | AWS(agy) Natwest | July 2024 – November 2024
Checking cash coming in from multiple companies via a machine, and dispatching cash back out from Natwest.
Junior IT Helpdesk Engineer | Cantium | October 2023 - February 2024
Provided first-line support for Kent County Council staff
Resolved issues related to password resets, account unlocking, Microsoft Teams, and Outlook
Used ServiceNow for ticket management and SolarWinds for network monitoring
Escalated complex issues to second-line support as needed
IT Helpdesk Analyst | Nuffield Health | September 2021 - August 2023
Supported hospital and gym staff with various IT issues
Handled password resets, printer troubleshooting, and network connectivity problems
Used remote desktop software to diagnose and resolve PC issues
Managed tickets using ServiceNow and monitored network status with SolarWinds
Call Centre Associate | Agilisys (Kent County Council) | June 2019 - June 2021
Managed inquiries related to Blue Badges and education services
Guided applicants through application processes and provided advice
Created administrative tasks and escalated complex queries
Call Centre Associate | Conduit Global | May 2017 - March 2019
Worked on NHS 111, assessing patients' needs
Managed NHS Telephone appointments, booking and amending as required
Education and Certifications
Coursera -- Introduction to Data Analysis Using Microsoft Excel
SQL Projects for Beginners July 2024
Chatgpt for Excel
Python Essentials Cisco 1 July 2024
Prompt Engineer for AI Applications --Alison July 2024
