Greater Bournemouth Area
✭ Hi, I'm Amal Chandarana. I bring over 10 years’ experience delivering 1st to 3rd line IT support services. ✭ I deliver technical support across cloud platforms, AV systems, networks, and enterprise environments. ✭ I resolve complex issues using Azure, Intune, Office 365, Active Directory, and tools. ✭ I support global users, improving system reliability and reducing operational disruptions across environments. ✭ I manage hardware, software, and remote diagnostics within fast paced IT support environments. ✭ My approach combines customer focus, technical precision, and strong problem solving under pressure. ✭ Let’s build reliable systems that work. 📧 Connect with me: Email or LinkedIn
Key Responsibilities ➡️ Handled second-line technical support via calls and emails, resolving issues quickly and enhancing customer experience. Managed billing enquiries accurately, and coordinated nationwide parts logistics to support smooth and uninterrupted field operations. Key Achievements: • Strengthened system resilience by evaluating heating and hot-water systems and applying remote software updates and configurations. • Increased diagnostic accuracy and service performance by analysing heating system fault data through remote monitoring tools.
Key Responsibilities ➡️ Oversaw Microsoft Cloud platforms including Azure and Endpoint, resolving software and hardware challenges. Logged and closed support tickets in Salesforce CRM, streamlining incidents. Supported Office 365 functionality for staff productivity. Key Achievements: • Elevated system reliability and operational efficiency by providing extensive IT support across the UK in line with ITIL standards. • Prevented disruptions and maintained business continuity by supporting global offices and remote users. • Advanced organisational performance through deployment of new hardware, network upgrades, and modernisation of office technology.
* Managed Microsoft Cloud environments, including Microsoft Microsoft Azure and Microsoft Intune / Endpoint solutions, troubleshooting and resolving software and hardware issues. * Logged, tracked, and resolved support tickets using Salesforce CRM, improving incident management efficiency and service delivery. * Administered and supported Microsoft 365 applications, ensuring seamless productivity and collaboration across the organisation.
Key Responsibilities ➡️ Implemented technology solutions to modernise offices and meeting rooms, maintaining efficient IT infrastructure. Designed and maintained RNLI simulators to support training. Resolved IS and AV requests across channels and provided off-site event support to maintain consistent technology performance. Key Achievements: • Maintained uninterrupted operations by delivering 1st to 3rd line IS and AV support and overseeing secure network performance across RNLI sites. • Accelerated resolution of complex technical issues by coordinating with third-party suppliers to address software and hardware faults efficiently. • Increased team efficiency and knowledge retention by creating documentation and managing daily IT operations including WiFi and LAN.
* Researched, evaluated, and implemented innovative technology solutions to modernise office environments and meeting spaces, ensuring efficient, up-to-date IT infrastructure. * Designed, tested, built at component level, installed, and maintained RNLI simulators, improving training outcomes and operational readiness. * Managed and resolved IT, Information Systems, and Audio Visual support requests via phone, email, Hornbill, and face-to-face support, minimising disruption and maintaining high service levels for staff and clients.
Key Responsibilities ➡️ Oversaw ICT operations to maintain service performance and trigger escalations when required. Produced performance reports for decision making. Implemented system changes following protocols, collaborated across teams for consistent delivery, and assessed emerging technologies to recommend suitable, low risk solutions. Key Achievements: • Strengthened client satisfaction and reduced service costs by identifying and acting on efficiency opportunities. • Safeguarded sensitive information through implementation of robust data protection measures. • Elevated system performance by contributing to development of standards and quality assurance frameworks.
* Oversaw daily operational activities to maintain optimal ICT service performance, proactively identifying issues and initiating escalation procedures where required. * Produced regular ICT performance reports and insights to support strategic planning and informed decision-making. * Implemented, tested, and validated system changes in line with standard change management procedures, ensuring smooth and reliable deployments.
Key Responsibilities ➡️ Provided 1st line support and delivered end-user training to build adoption and proficiency. Maintained and repaired EPOS and hardware systems, supported users effectively, and evaluated new solutions from distributors to refine functionality and overall system performance. Key Achievements: • Reduced downtime and improved efficiency by identifying and resolving hardware and system faults. • Reinforced network stability and infrastructure performance by installing and terminating CAT5e/CAT6 cabling. • Accelerated resolution and support turnaround by communicating technical issues to UK product distributors.
* Provided 1st Line IT support and delivered end-user training, improving technology adoption, user confidence, and overall system proficiency. * Maintained, serviced, repaired, and configured EPOS systems, Auto-ID devices, mobile data terminals, label printers, Wi-Fi networks, RFID, and EAS hardware, ensuring reliable day-to-day operational performance.