Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Andreen Scott

Birmingham,BIR

Summary

Security Cleared (SC) IT Professional with experience in providing exceptional IT support to clients. Skilled in troubleshooting hardware and software issues, resolving technical problems, and delivering top notch customer service. Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Works great under pressure and remains calm during critical situations. Constantly seeking opportunities to further enhance skills.


Overview

4
4
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
2
2
Languages

Work History

Service Desk Analyst

Advanced
10.2023 - Current
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
  • Engaged in user support interactions via telephone, chat and email platforms
  • Researched and identified solutions to technical problems
  • Diagnosed and troubleshot hardware, software and network issues
  • Using various ITSM tools as well as the use of AD, Azure, M365.
  • Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.

Customer Service Advisor

Collegiate
05.2023 - 09.2023
  • Responded to customer needs through competent customer service and prompt problem-solving
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas
  • Maintained and managed customer files and databases
  • Managed department call volume of 20 calls per day and coordinated department schedules to maximize coverage during peak hours.

Crew Member

McDonald's
11.2021 - 05.2023
  • Prepared products following restaurant, health, and safety standards and procedures
  • Operated cash register to ring up final bill and process various forms of payment
  • Worked front counter, drive-thru and other areas
  • Collaborated with team members to complete orders
  • Addressed guest needs, questions, or concerns to create optimum experience onboard.

Health Care Assistant

Be Caring Liverpool
04.2020 - 08.2021
  • Assisted with patient hygiene, physical comfort, eating, and drinking, and mobility while observing and reporting specific changes
  • Lifted patients using appropriate equipment in accordance with moving and handling policy
  • Supervised patients on commodes, in toilets, and bathrooms and assisted patients with hygiene needs
  • Administered prescribed medications and monitored patient reactions to address contraindications.

Education

Bachelor of Science - Cyber Security

The Open University
Milton Keynes
04.2001 -

Bachelor of Science - Forensic Science

Liverpool John Moores university
Liverpool, United Kingdom
09.2019 - 05.2021

Diploma of Higher Education - Cyber security

Masterschool
03.2023 - 05.2023

A-Levels - Public Services

Sandwell College
Birmingham, United Kingdom
09.2017 - 05.2019

GCSEs - High school diploma

Lordswood Girls School
Birmingham, United Kingdom
01.2015 - 05.2017

Skills

Critical Thinkingundefined

Certification

Principles of a Fire Marshal Level 2

Timeline

Service Desk Analyst

Advanced
10.2023 - Current

Customer Service Advisor

Collegiate
05.2023 - 09.2023

Diploma of Higher Education - Cyber security

Masterschool
03.2023 - 05.2023

Crew Member

McDonald's
11.2021 - 05.2023

Health Care Assistant

Be Caring Liverpool
04.2020 - 08.2021

Bachelor of Science - Forensic Science

Liverpool John Moores university
09.2019 - 05.2021

A-Levels - Public Services

Sandwell College
09.2017 - 05.2019

GCSEs - High school diploma

Lordswood Girls School
01.2015 - 05.2017

Bachelor of Science - Cyber Security

The Open University
04.2001 -

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Andreen Scott