Personal Statement
Senior IT Support Specialist with 8+ 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, change methodology, and networking. Seeking to cut costs, improve data security, and enhance business efficiency at [Company Name].
Work Experience
Onebright, Lancaster
IT Support Specialist, October 2018–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 complaints daily with a 97% success rate
- Improved help desk ticket system by reducing response times by 17%
- Recorded and compiled a database of customer issues for easy report generation in one click
Digital Waffle, Leicestershire
IT Support Technician, June 2016–September 2018
- 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 Operator, September 2014–May 2016
- 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 IT 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 (2011-2014)
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 Network Professional — Passed (2012)
- Cisco Certified Network Associate — Passed (2012)
- 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)
Lancaster Royal Grammar School., Lancaster (2004–2011)
A-Levels: Maths (A), Computer Science (A), English Literature (A)
GCSEs: 11 A–C including Maths, English, Combined Science, and Physics
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
HOBBIES & INTERESTS
- Mountain biking
- Jogging
- Teaching computer programming to adults
- Volunteering at local animal shelters
