Charlie Parnell-Hogg
1 Dolman Close, Henbury
Summary
Motivated professional with a strong foundation in customer service and technical support. Demonstrates keen attention to detail and an ability to foster relationships, ensuring high levels of satisfaction and effective communication.
Overview
14
14
years of professional experience
Work History
Ambulance Care Assistant
Bristol Ambulance EMS
Bristol
08.2025 - Current
- Worked as 2-person or single-person crew to pick up patients from homes and deliver to hospital appointments.
- Displayed caring, positive and friendly approach in all interactions with patients.
- Provided comfortable, timely transport whilst delivering high standards of patient care.
- Kept vehicle clean, tidy and functional by reporting defects at start of shift or when defects occurred.
- Implemented infection control measures, minimising risk of contamination or spread of diseases.
- Observed strict confidentiality in handling patient information, respecting privacy and ethical standards.
- Developed proficiency in all PTS duties, including wheelchair clamping, stretcher work and patient manual handling.
- Developed strong rapport with medical professionals to coordinate quality patient care.
2nd Line IT Engineer
Optimity Ltd
Chippenham, Wiltshire
10.2024 - 08.2025
- Answer incoming and make outbound calls to customers.
- Helpdesk and incident management.
- PC and server configuration.
- Daily system checks, including backup monitoring and reporting.
- Proactively and reactively deliver technical support to clients as required to meet the demands of SLAs.
- Maintain and update internal client documentation.
- Proficient in logging time (ConnectWise) in a consistent and timely manner.
- Ensure client satisfaction is always achieved and maintained.
- Communicate diligently with customers, keeping them informed of incident progress, changes, or agreed outages.
- Escalate issues that cannot be completed, or risk being completed within agreed service levels.
- Assist in delivering projects if required.
IT Consultant
We Do Your Group Ltd
Bristol
05.2024 - 09.2024
- Completing incoming and outgoing calls to customers.
- Providing remote technical support to customers via phone/email.
- 365/SharePoint Administration.
- Manage Active Directory / Group Policy.
- SMTP2GO setup for customers.
- InTune / MDM and configure MFA setups.
- Creating/updating system documentation.
- Always keeping a certain eye for detail and notice any errors.
- Assisting the junior members of the team as and when required.
1st Line IT Engineer
Optimity Ltd
Chippenham
09.2023 - 05.2024
- Receiving incoming calls from all customers.
- Troubleshooting technical issues over the phone and via email.
- Keeping client documentation up to date.
- Adhere to customer processes and procedures.
- Recently, I have been tasked with supporting and training new starters within the team.
- Competent with 365 Admin/Azure.
- Managing SharePoint access sites.
- Supporting Windows Server 2016.
- Competent with Mimecast Admin Console.
1st Line IT Support Engineer
Stripe OLT
Bristol
03.2023 - 09.2023
- Working under supporting one client, I was tasked with the day-to-day IT issues.
- Managing and supporting in-house systems.
- Receiving incoming calls and call handling.
- Delivered remote demonstrations and troubleshooting on customer's computers through TeamViewer.
- Updated and maintained IT documentation, including user manuals and technical guides, for easy reference.
Helpdesk Support Analyst
IMEX Technical Services
Swindon
08.2021 - 03.2023
- In-depth, end to end support through a ticketing system, dealing with both hardware and software from typical office applications to more specialist client software.
- Managing my time and my own workload using ConnectWise ticketing software.
- Setup, deployment, update and maintenance of client Windows based systems.
- Create and maintain IT Related documentation for all systems.
- Monitoring, support, and maintenance of core servers and services.
- Sophos Anti-Virus administration.
2nd Line IT Support Engineer
Dick Lovett Ltd
Bristol
08.2019 - 08.2021
- Take ownership and responsibility for solving complex issues at 2nd line, as well as escalating to the Senior Infrastructure Engineers where appropriate.
- Directly supporting the 1st Line Support Analyst’s in incident resolution.
- Owning and resolving assigned helpdesk tickets within target SLA’s.
- Managing the technical relationship with all users and ensuring that a high degree of customer service is met at all times.
- Managing BitDefender Antivirus Administration.
- Deploying and installing devices with MDM via Microsoft Intune.
- Have a solid understanding and comfortable with performing multiple tasks on Microsoft 365 Administration (Office 365)
- Able to demonstrate basic networking skills such as DHCP, DNS.
- Creating new users, disabling accounts, making security permission changes, and general administration in Active Directory.
1st Line IT Support Analyst
Dick Lovett Ltd
Swindon
09.2017 - 08.2019
- Responsible and first contact for all IT issues.
- Replenish of IT stock, and liaise with external suppliers to purchase new equipment when required.
- Update Active Directory to keep all records accurate, including all Starters/Leavers.
- Create new users, reset passwords, create security groups etc.
- Manage 365 Administration.
- Set up of new/replacement PCs.
- Manage Avaya IP phone system.
- Microsoft operating system installs (Windows 10, Office 2016)
- Complete desk moves when required.
- Contribute to any project work.
Trainee Internal IT Support
Procurri UK Ltd
Cirencester
04.2016 - 09.2017
- Act as 1st line IT support for internal staff and maintain excellent customer service skills at all times.
- Monitor the company servers daily backup checks escalate to IT Management when required.
- IT project support (desk moves, installing VOIP phones)
- Complete regular stock check of all IT equipment and order from regular suppliers when necessary.
- Respond to all technical queries via email and keep to agreed SLA's
Internal IT Support Apprentice
Procurri UK Ltd
Cirencester
04.2015 - 04.2016
- Act as 1st line IT support for internal staff and maintain excellent customer service skills at all times
- Maintain and purchase all IT equipment when required (PC/Laptops, printers and toners etc)
- Set up IT equipment for new and current employees to the company
- Maintaining and updating secure IT company information
Customer Team Member
The Co-Operative Food
Malmesbury
01.2013 - 03.2015
- Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs.
- Processed cash and card payments using tills, providing correct change for cash purposes.
- Kept the store clean, tidy and safe through regular deep cleans, visual merchandising, sweeping and removing empty shelf packaging.
- Regularly merchandised stock and restocked shelves, ensuring great availability for shop's customers.
- Assisted customers in locating store items by taking them to item's location and making recommendations on appropriate brands based on needs.
Education
Diploma of Higher Education - Information Technology
QA Apprenticeships Limited
2016
Diploma of Higher Education - Information Technology
Wiltshire College
2014
Hardenhuish School
2013
Skills
- Excellent timekeeping
- Good communication skills
- Hard-working and punctual
- Keen to meet deadlines and able to work out of normal hours, if required
- Willingness to learn new skills and technologies
- Able to work independently as well as in a team
- Enthusiastic team player
- Customer relationship management
Hobbies and interests
- In my spare time, I'm a Scout leader in the local area, working with 14-18 year old's .
- For a number of years, I have attended and volunteered with the Minety Music Festival, which is held annually in my home town.
Timeline
Ambulance Care Assistant
Bristol Ambulance EMS
08.2025 - Current
2nd Line IT Engineer
Optimity Ltd
10.2024 - 08.2025
IT Consultant
We Do Your Group Ltd
05.2024 - 09.2024
1st Line IT Engineer
Optimity Ltd
09.2023 - 05.2024
1st Line IT Support Engineer
Stripe OLT
03.2023 - 09.2023
Helpdesk Support Analyst
IMEX Technical Services
08.2021 - 03.2023
2nd Line IT Support Engineer
Dick Lovett Ltd
08.2019 - 08.2021
1st Line IT Support Analyst
Dick Lovett Ltd
09.2017 - 08.2019
Trainee Internal IT Support
Procurri UK Ltd
04.2016 - 09.2017
Internal IT Support Apprentice
Procurri UK Ltd
04.2015 - 04.2016
Customer Team Member
The Co-Operative Food
01.2013 - 03.2015
Diploma of Higher Education - Information Technology
QA Apprenticeships Limited
Diploma of Higher Education - Information Technology
Wiltshire College
Hardenhuish School