Alan Miller

I started this role after initially being enrolled in the Government YTS scheme after leaving school. I was placed with this employer after 3 months and remained there until the end of YTS year where I was then employed full-time.

My role involved working with managers/engineers that were involved in Ptarmigan which is highly secure, mobile, digital, and cryptographic tactical communications network used by the British Army and Royal Air Force. I was involved with controlling paperwork by creating a computer system to record changes being made as part of development of Ptarmigan.

• Acted as first point of contact for IT queries via phone, email, and service desk portal
• Diagnosed and resolved issues including login failures, email problems, and software errors
• Performed hardware checks, replacements, and repairs
• Educated users on best practices and provided step-by-step guidance
• Maintained asset inventory and managed equipment returns & replacements
• Supported business-critical systems in high-pressure environment
• Set up new starters, configured devices, and provided onboarding IT inductions
• Installed software, updates, and security patches
• Collaborated with 3rd-line and infrastructure teams on escalations
• Ensured all work was fully documented and aligned with IT policies
• Carried out day-to-day duties accurately and efficiently.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Successfully delivered on tasks within tight deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Supported team by demonstrating respect and willingness to help.
• Worked flexible hours, covering nights, weekends and bank holidays.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Increased customer satisfaction by resolving issues.
• Completed customer orders with speed and accuracy.
• Used Microsoft Word and other software tools to create documents and clear communications.
• Applied positive customer service approach to increase satisfaction levels.