Denisa Molla

Denisa Molla Phone number: (- (Mobile) Email address:- Address: Northampton, United Kingdom About Me Passionate and dedicated IT professional committed to delivering exceptional technical solutions and ensuring customer satisfaction. Proficient in troubleshooting hardware and software issues, providing remote and on-site assistance, and resolving technical challenges in a timely manner. Possesses a strong aptitude for learning and staying updated with the latest industry trends and technologies. Proactive team player with excellent communication skills and the ability to collaborate effectively with colleagues and clients. Work Experience Business Support Assistant (Mentaur Ltd) Milton Keynes, United Kingdom | 02/10/2023 – Current Undertake day to day business support services to ensure the effective running of the office, including ordering goods, administration of post, copying, printing and filing and other ad hoc duties Manage correspondence and public contact into the office, utilising contact management systems appropriately, and supporting colleagues to use them effectively.  Provide effective communication with internal and external contacts, ensuring that messages and relationships contribute positively to the OPCC’s reputation and credibility. Manage public contact through the preparation of appropriate responses, or signposting correspondents, using templates or taking advice for the purpose. Support the preparation of Freedom of Information or Subject Access Request forms. Maintain and operate efficient and effective record keeping and filing systems ensuring they are updated and information is stored appropriately Organise and support events, conferences, meetings and briefings Produce documents, briefing papers, reports, spreadsheets and presentations and carry out analysis of information Carry out financial administrative tasks including the bookings, ordering of goods and raising of invoices, ensuring that appropriate financial controls are in place. Manage the administration of the office credit card. To manage confidential information with discretion, ensuring such information is safeguarded appropriately.   Work closely with other colleagues to improve operational practices, effectiveness and efficiency. Maintain professional awareness and horizon scan for future developments, with a commitment to own and organisational development Demonstrate a commitment to equality and diversity through actions and activities, using knowledge and tools to understand the impact of decisions on users. Undertake any other duties as reasonably commensurate with role IT Support 2nd Line (AQA - ASSESSMENT AND QUALIFICATIONS ALLIANCE) Milton Keynes, United Kingdom | 01/05/2023 – 04/09/2023 Providing comprehensive support to both first line support and end users, addressing their inquiries related to software or hardware via various communication channels such as email, phone, and face- to-face interactions. Upon thorough issue identification, I effectively guide the first line support staff or end users through the necessary steps for resolution, and if required, appropriately escalate matters to third line support. Collaborating seamlessly with the IT Manager and the broader support team, I ensure the prompt resolution of recurring technical issues while also identifying and implementing crucial training and documentation requirements. Meticulously maintaining the ticketing system, I log all calls and diligently record comprehensive notes, progress updates, and required actions to facilitate streamlined processes. Driven by a commitment to continuous improvement, I consistently enhance my knowledge and understanding across a wide range of software and hardware technologies supported by the team. With an unwavering focus on delivering exceptional customer service, I strive to provide a seamless and satisfactory experience at all times. Teaching Assistant (BRIDGEWATER PRIMARY SCHOOL) Northampton, United Kingdom | 06/2022 – 31/03/2023 Conducting tutorials and labs as required by instructor Employing innovation approaches to teaching and support for students through the use of a wide range of learning resources and various teaching practices Provides support and assistance to individual students or small groups to help them better understand the content and help them to complete assignments Interacting with the students during office hours both face to face and online The ability to teach practical and theoretical courses IT Support Technician (S&D COMPUTER SERVICE) Tirane Albania, S&D Computer Service | 01/04/2016 – 15/02/2017 Setting up workstations with computers and necessary endpoint devices Checking computer hardware (HDD, mouses, keyboards etc.) to ensure functionality Installing and configuring appropriate software and functions according to specifications Develop and maintain local networks in ways that optimize performance Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.) IT SUPPORT HELP DESK (INTERSHIP) Tirane Albania, Ministry of Defence | 04/11/2023 – 25/04/2014 Manage Help Desk tickets in a timely manner Respond to customer issues via phone, email and computer chat Provide customer assistance Document customer interactions Run diagnostics to resolve customer reported issues Escalate issues to the next Tier with next level of difficulty Install, make changes and repair computer hardware and software Follow-up with customers to ensure issues are resolved Education and Training Professional Master of Business Informatics 10/10/2014 – 31/03/2016 | Tirana, Albania Relevant Modules: Project Management, Mobile Programming, C++, Java, E-Commerce Bachelor of Informatics 10/10/2010 – 01/07/2014 | Tirana, Albania Relevant Modules: Web Design, Java, C++, Database (MySQL), Networking Skills • Microsoft MD-101: Managing Modern Desktops • Microsoft AZ-900: Microsoft Azure Fundamentals • Cisco CCNA Certification (200-301) • CompTIA A+ and Network+ Certifications Language Skills • Albania (Native) • English (B2 Level) Organizational skills Ability to work under time pressure Excellent team management skills Goal oriented Teamwork spirit TRAININGS AND COURSES Microsoft MD-101: Managing Modern Desktops Microsoft MD-100: Windows 10 Microsoft AZ-900 Microsoft Azure Fundamentals Cisco 200-301: Cisco Certified Network Association (CCNA) -2020 Microsoft 70-742 Identity in Windows Server 2016 MCSA Microsoft 70-741 Networking with Windows Server 2016 MCSA Microsoft 70-740 Installation, Storage & Compute with Windows Server 2016 CompTIA A+ CompTIA Network+ CompTIA FC0-U61: IT Fundamentals ​