Summary
Overview
Work history
Education
Skills
Additional Information
Timeline
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Ben McKenna

Davyhulme, Manchester

Summary

Friendly, approachable person with years of dedicated customer service experience and a good strong work ethic, eager to progress into a career in IT

I am Hardworking, self-motivated person that is excited to learn new challenges, would like an opportunity to develop my skills by becoming part of a dynamic and exciting software support team.

Overview

11
11
years of professional experience

Work history

IT Service Desk

Lookers Plc
, Altrincham
07.2022 - Current
  • Responsible for ensuring all incidents are handled inline with SLA and company policy.
  • Managing requests from users, assessing their need and providing support or solutions accordingly.
  • Monitored and managed order requests and making sure approvals are going to the correct people within the business.
  • Asset retrieval, arranging for collection or repurposed from people leaving the business.
  • Maintained high level of support by consistently improving knowledge of operating systems and application software.
  • Enforced consistent execution of salon's policies and procedures to achieve high-quality service standards.
  • Built meaningful rapport with service users [Type] care.
  • Liaised with sales, technical and customer service teams to drive on-time,
  • Worked closely with families, [Job title]s and [Job title]s to achieve longstanding positive outcomes for [Type] service users.
  • Employed excellent customer service awareness when dealing with players, parents and staff, resulting in [Number]% positive customer reviews.

Bedroom and Kitchen fitter

SA McKenna Fitted Bedrooms
09.2018 - 07.2022
  • Took the decision to leave THT and had a opportunity to work with my dad who is self employed and gain experience and joinery skills working in client's commercial and residential properties.
  • Gained experience in shop fitting, joinery, plumbing, heating and gas fitting
  • Day-to-day tasks include removing existing units and measuring for new ones
  • Conducted 90% project work within agreed timescales.
  • Utilised industrial machine equipment and other hand tools according to manufacturer instructions and safety standards.
  • Coordinated movement of materials and equipment to job sites.

Trustcall Technician

Trafford Housing Trust, THT
08.2015 - 09.2018
  • Work as part of a strong team responsible for providing support 24 hours a day, 365 days a year to over 4000 young, vulnerable and elderly residents of Trafford, to help them to live independently in their own homes
  • Provide a telephone monitoring and response service, using JONTEK Answer link systems, this involved answering potential emergency calls or alarms from customers
  • Assessing, prioritising and taking appropriate actions to resolve any issues, which often involves working closely with the emergency services.
  • Work independently driving to client's home address and assess them for a range of personalised solutions to support them to continue to confidently live independently.
  • Undertake Telecare installation in customers' homes, which covers fall detectors, pendant alarms and GPS monitors
  • Deal with out of hours call answering for all Trafford residents reporting property issues
  • Monitor THT's CCTV, which again involves liaising with Greater Manchester Police
  • On a daily basis use Microsoft office 2010 and THT internal database and responsible for training new and existing colleagues on updated and upgraded systems.

Trustcall Apprentice

Trafford Housing Trust
08.2013 - 08.2015
  • Applied for an Apprenticeship Programme at Trafford Housing Trust, award winning registered charity that is committed to improving lives of people in the community. Following initial interview to then be shortlisted from 50 people, following completion of the 3 week Programme and further interviews I then was successful and offered Trustcall apprenticeship position.
  • Supported daily operations to improve outcomes.
  • Trained in all aspects of technician role as described above such as Telecare monitoring, from pendant alarms and falls detectors, to GPS monitors
  • Accompanied other TrustCall technicians on home visits to build up skills and knowledge, specifically including sensitive communication with a wide variety of challenging customer scenarios, this helped to build both my competence and confidence in the work place.
  • Completed Level 2 NVQ Certificate in Customer Service
  • THT funded driving lessons and I was successful in passing my test, were then able to attend customer calls un-chaperoned using company vehicles.

Education

Level Apprenticeship in Customer Service - Customer Service

City & Guilds

GCSES - GCSE

Wellacre Technology Academy
Manchester, MAN

Skills

  • Customer care and experience
  • Active Directory
  • Office 365 usage
  • Trustworthy and reliable
  • Installation
  • Carpentry
  • Self-motivated
  • Keen problem solver
  • Team player
  • Microsoft Skills
  • ITIL based service delivery

Additional Information

Completed the ITIL foundation course & obtained my ITIL 4 Foundation, would like to progress through different courses within IT to gain more knowledge.

Timeline

IT Service Desk

Lookers Plc
07.2022 - Current

Bedroom and Kitchen fitter

SA McKenna Fitted Bedrooms
09.2018 - 07.2022

Trustcall Technician

Trafford Housing Trust, THT
08.2015 - 09.2018

Trustcall Apprentice

Trafford Housing Trust
08.2013 - 08.2015

Level Apprenticeship in Customer Service - Customer Service

City & Guilds

GCSES - GCSE

Wellacre Technology Academy

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