Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
Generic

Bryan Maw

Crawley,West Sussex

Summary

Resourceful Technical Assistant with knack for troubleshooting and streamlining processes. Skilled in supporting technical teams by resolving issues, maintaining equipment, and improving workflow. Known for boosting productivity and reducing downtime through innovative solutions.

Driven professional with specialisation in technical support and system administration. Possess proven problem-solving skills, able to pinpoint and rectify technical faults while providing first-rate customer service. With knowledge in various software and hardware systems, can serve as key player in enhancing operational efficiency and improving system performance in any organisation.

Overview

28
28
years of professional experience
2008
2008
years of post-secondary education

Work history

Technical Assistant

Southern Gas Networks
04.2006 - 09.2025
  • Designing plans for positioning of gas meters/gas pipes
  • Producing quotations, legal papers & costs.
  • Using in-house computer software.
  • Resolving customer’s enquiries by telephone, mail & e-mail.
  • Training colleagues how to use the in-house systems.
  • Resolved technical issues, increased overall efficiency.
  • Monitored project progress through a structured tracking system.
  • Prepared detailed reports for project review meetings.
  • Collaborated on projects to achieve successful completion.
  • Liaised between engineering teams and clients to facilitate communication.
  • Provided training sessions to junior staff members, improved team knowledge base.
  • Achieved maximum customer satisfaction by offering tailored and consistent service.
  • Resolved technical issues using fault diagnosis and root cause analysis.
  • Trained staff in software systems and processes to enhance productivity.

Design & Quote Assistant

Fulcrum Connections
02.2003 - 04.2006
  • Designing plans for positioning of gas meters/gas pipes
  • Producing quotations, legal papers & costs.
  • Using in-house computer software.
  • Resolving customer’s enquiries by telephone, mail & e-mail.
  • Training colleagues how to use the in-house systems.
  • Prepared detailed reports outlining project progress.
  • Worked closely with clients, ensuring satisfaction on deliverables.
  • Maintained an up-to-date knowledge of industry trends to ensure competitive designs.
  • Utilised CAD style software to create innovative designs.
  • Identified potential risks in design plans, reducing future complications.
  • Evaluated and resolved technical issues.
  • Participated in professional training sessions, enhancing technical skills and knowledge.
  • Examined project plans and locations to identify and mitigate potential hazards.
  • Investigated design failures in field to determine necessary corrections in future iterations.

Builder’s Mate

Bocko’s Builders
09.2002 - 12.2002
  • Brick laying, plastering, repairing ceilings, roofs, and painting & decorating.
  • Utilised power tools proficiently whilst maintaining strict safety protocols.
  • Assured safety on-site by strictly adhering to health and safety guidelines.
  • Maintained cleanliness on construction sites, promoting a safe work environment.
  • Adhered to local building regulations throughout all phases of construction ensuring legal compliance.
  • Provided expert masonry work, enhancing property aesthetics and value.
  • Ensured customer satisfaction by delivering projects on time and within budget.
  • Looked after tools, materials and equipment, making available for use when required.

Yard Supervisor

Jewsons, Croydon
Croydon
01.2002 - 08.2002
  • Supervising yard persons and loading/unloading lorries
  • Serving customers with building materials and ordering/replenishing stock/materials
  • I took on these two jobs whilst looking for I.T. employment.
  • Prioritised tasks effectively during peak hours to reduce customer wait times.
  • Conducted weekly meetings for effective communication amongst the team.
  • Delegated tasks efficiently among staff, optimising workload distribution.
  • Managed conflict resolution among staff members, maintaining a harmonious working environment.
  • Managed inventory, resulted in reduced waste and overstock issues.
  • Maintained clean work environment; improved staff morale and productivity.
  • Ensured compliance with health and safety regulations; maintained safe working conditions.
  • Liaised with management regularly; provided updates on yard operations and progress towards goals.

Care Centre Agent

British Gas, Mitcham
Mitcham
10.2001 - 01.2002
  • Phoning customers to arrange appointments for engineers
  • Call logging on customised GEO/WMIS computer appointment system
  • Dealing with enquiries by telephone
  • Maintained detailed records of all interactions with clients, helping to personalise future communications.
  • Maintained high standards of professionalism whilst interacting with clients or colleagues.
  • Facilitated positive customer experiences with attentive service.
  • Improved team productivity through effective collaboration and teamwork.
  • Fulfilled administrative duties such as filing, copying and faxing documents when required.
  • Utilised multi-line telephone systems for efficient call handling.
  • Built long-term client relationships through exceptional customer service skills.
  • Performed data entry tasks to keep records up-to-date and organised.
  • Resolved conflicts in a respectful manner, promoting a positive image of the company.
  • Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.

Care Centre Agent

NCR, London
London
05.2001 - 10.2001
  • Call logging on customised MSS helpdesk system
  • Calls in/out – receiving/calling merchants to arrange install of terminals
  • Monitoring MSS system (updates, closures, aborts and closures)
  • Dealing with enquiries by e-mail and telephone
  • Installing codes onto terminals (credit card machines)
  • Training colleagues how to use the company’s MSS/Races system
  • Managed high volume of inbound calls, ensuring swift response times.
  • Fulfilled administrative duties such as filing, copying and faxing documents when required.
  • Facilitated positive customer experiences with attentive service.
  • Provided technical support for customer issues, demonstrating problem-solving skills.
  • Resolved conflicts in a respectful manner, promoting a positive image of the company.
  • Built long-term client relationships through exceptional customer service skills.

Account Transitions Clerk

HSBC Global Investor Services, London
London
11.2000 - 04.2001
  • Drawing/updating plans, tables and forms on Excel and Lotus Notes
  • Updating procedures on Word and Lotus Notes
  • Training colleagues how to use the new plans, tables and forms
  • Setting up electronic communication links for Swift Messaging statements
  • Adhered strictly to compliance rules during all financial transactions,.
  • Assisted colleagues in complex transactions, promoting a supportive work environment.
  • Demonstrated resilience under pressure, maintaining high quality output even during peak periods.
  • Conducted diligent verification of customer details for enhanced security measures.
  • Prioritised tasks effectively, enabling smooth workflow and meeting tight deadlines,.
  • Ensured accuracy by meticulously reviewing and validating transaction data.
  • Managed intricate financial transaction processes leading to improved service delivery.
  • Maintained accurate records by diligently documenting each transaction processed.

Helpdesk/IT Support Clerk

HSBC Global Investor Services, London
London
04.2000 - 10.2000
  • Call logging on customised Lotus Notes helpdesk system
  • Providing 1st and 2nd level desktop and helpdesk support (800 users)
  • Fault analysis/diagnosis, reporting and escalation
  • Updating systems software and applications
  • Upgrading Virus detection using Sophos Anti-Virus
  • Conducting an inventory of IT equipment within
  • Conducting an inventory of software using Veritas software
  • Adhered strictly to company's IT policies and procedures to maintain standardisation across operations.
  • Improved efficiency with systematic troubleshooting of hardware and software issues.
  • Coordinated well with team members, working towards common goals.
  • Guided users through step-by-step solutions with clear communication skills.
  • Assisted in software upgrades to enhance functionality and security.
  • Delivered excellent customer service by troubleshooting IT issues.
  • Contributed regularly in team meetings, sharing insights for process improvement.
  • Escalated severe technical issues to senior IT staff for prompt resolution.
  • Kept up-to-date knowledge about the latest IT trends and technologies to offer timely solutions.
  • Resolved complex technical problems for improved system performance.

Events & Entertainment’s Officer

University of Teesside Student’s Union, Middlesborough
Middlesborough
09.1997 - 06.1999
  • Booking bands and entertainment for the pub and nightclub
  • Developing website, advertising and marketing campaigns for various events on-campus
  • Designing posters and flyers on PC (QuarkExpress and PhotoShop 5.0)
  • Research and liaison with students in order to formulate entertainment programme.
  • Reporting to Student Union management

Helpdesk/IT Support Clerk

University of Teesside Student’s Union + Library, Middlesborough
Middlesborough
09.1997 - 06.1999
  • Providing 1st and 2nd level desktop and helpdesk support
  • Fault analysis/diagnosis, reporting and escalation
  • Updating systems software and applications
  • Conducting an inventory of IT equipment within library

Education

NVQ Level III - Information Technology/Administration

University of Teesside - Centre for Community Education
Middlesbrough
02.2000 - 04.2000

BSc (Hons.) - Media Technology & TV Production

University of Teesside
Middlesbrough
01.1996 - 01.1999

BTEC National Certificate - Computer Studies

Hartlepool College of Further Education
01.1995 - 01.1996

NVQ Level II - Information Technology

Hartlepool College of Further Education
Hartlepool
01.1994 - 01.1995

City & Guilds AutoCAD 4351 -

Hartlepool College of Further Education
Hartlepool

O - Levels - Woodwork, English Lang. – Writ., French Studies, English Lang. - Oral, Mathematics, English Literature, Physics, Geography

High Tunstall Comprehensive School
Hartlepool
01.1977 - 01.1985

Skills

  • Simulation and analysis tools
  • Prototyping development
  • Design innovation
  • Structural analysis competence
  • Budgeting control
  • Result-Driven mindset
  • Goal orientated approach
  • Escalation handling expertise
  • Resilient to stress
  • Outbound calling experience
  • Technical support provisioning
  • Positional negotiation
  • Polite phone etiquette
  • Strong empathy display
  • Knowledge of CRM software
  • Process improvement suggestions
  • Billing inquiry resolution
  • Familiarity with cloud-based systems
  • Customer relationship
  • Follow-Up coordination
  • Productivity improvement strategy
  • Knowledge sharing
  • Goal setting expertise
  • Decisive decision-making
  • Leadership proficiency
  • Tolerance and patience
  • Decision-Making autonomy
  • Expertise in relevant software
  • Risk assessment knowledge
  • Budgeting proficiency
  • Process improvement understanding

Affiliations

  • Motorbikes
  • Music

Timeline

Technical Assistant

Southern Gas Networks
04.2006 - 09.2025

Design & Quote Assistant

Fulcrum Connections
02.2003 - 04.2006

Builder’s Mate

Bocko’s Builders
09.2002 - 12.2002

Yard Supervisor

Jewsons, Croydon
01.2002 - 08.2002

Care Centre Agent

British Gas, Mitcham
10.2001 - 01.2002

Care Centre Agent

NCR, London
05.2001 - 10.2001

Account Transitions Clerk

HSBC Global Investor Services, London
11.2000 - 04.2001

Helpdesk/IT Support Clerk

HSBC Global Investor Services, London
04.2000 - 10.2000

NVQ Level III - Information Technology/Administration

University of Teesside - Centre for Community Education
02.2000 - 04.2000

Events & Entertainment’s Officer

University of Teesside Student’s Union, Middlesborough
09.1997 - 06.1999

Helpdesk/IT Support Clerk

University of Teesside Student’s Union + Library, Middlesborough
09.1997 - 06.1999

BSc (Hons.) - Media Technology & TV Production

University of Teesside
01.1996 - 01.1999

BTEC National Certificate - Computer Studies

Hartlepool College of Further Education
01.1995 - 01.1996

NVQ Level II - Information Technology

Hartlepool College of Further Education
01.1994 - 01.1995

O - Levels - Woodwork, English Lang. – Writ., French Studies, English Lang. - Oral, Mathematics, English Literature, Physics, Geography

High Tunstall Comprehensive School
01.1977 - 01.1985

City & Guilds AutoCAD 4351 -

Hartlepool College of Further Education

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