PERSONAL STATEMENT
Senior 2nd Line Specialist with 5+ years of experience providing 1st and 2nd line IT support in public- and private-sector organisations. Possess multiple Microsoft and Cisco certifications and a BSc in Information Technology Management. Have deep knowledge of software and hardware configuration and change methodology as well as excellent communication and interpersonal skills. Seeking to improve data security and enhance business efficiency at [Company Name].
WORK EXPERIENCE
Onebright, Lancaster
2nd Line Specialist, October 2022–Present
- Perform hardware installations, including configuring and releasing software updates
- Upgrade existing IT infrastructure and implement system security enhancements
- Repair and replace faulty hardware components
- Provide solutions to 10+ customer tickets daily with a 97% success rate
- Improved help desk ticket system by reducing response times by 17%
- Won ‘Team Player of the Quarter’ recognition in Q2 2023
Digital Waffle, Leicestershire
1st Line Specialist, June 2020–September 2022
- Handled IT service training for 15 new employees
- Conducted troubleshooting of software such as Microsoft Office Suites 2018, Windows 10, Active Directory, and Windows Exchange 2016
- Provided support for Apple devices, including iPhones, MacBooks, and iMacs
- Trained end users to operate hardware and software applications correctly
- Resolved 98% of IT issues within SLA time frames
Vero HR Ltd, Baldock
Help Desk Analyst, September 2018–May 2020
- Developed an efficient ticketing system that helped increase customer satisfaction score by 20%
- Captured 10+ leads and resolved 20+ customer complaints daily using effective chatbots
- Recorded and tracked customer information for use by data scientists to identify patterns and trends, increasing sales by 34%
- Worked with 2 2nd-line support specialists to facilitate the easy tracking of support tickets
- Integrated intelligent routing to direct client queries to the correct agent, thereby improving customer experience
EDUCATION & CERTIFICATIONS
University of Wolverhampton (2015–2018)
BSc (Hons) Information Technology Management, Upper second class honours (2:1)
Relevant Modules: Hardware and Software Systems, Systems Acquisition and Management, Internet Software Architecture, Computer Systems and Networks, Web Application Development
Dissertation Topic: The Use Cases of IT Structures in Business Change Management in the UK
CERTIFICATIONS
- Cisco Certified CyberOps Professional (2023)
- Cisco Certified DevNet Professional (2022)
- Cisco ASA Firewall — Pending
- ITIL Foundation — Pending
- Microsoft 365: Modern Desktop Administrator Associate (2013)
- MCTIP — Windows Server 2008 Enterprise Administrator (2014)
- City & Guilds Level 3 Diploma in ICT Systems & Principles for IT Professionals (2015)
- Google IT Support Professional Certificate (2016)
KEY SKILLS
- Call log management
- Knowledge of hardware problems and application viruses
- Telephone use and remote access
- Firewall management
- Networking and cabling
- Troubleshooting abilities
- Communication skills
- Attention to detail
- Time management
- Customer service
- Rapport building
HOBBIES & INTERESTS
- Poker competitions
- Rugby
- Teaching computer programming to adults
- Volunteering at local animal shelters