Connor Felton
Armthorpe,Yorkshire
Summary
A self-motivated, hardworking and professional with 9 years of experience in the Information and Technology industry, with strong skills in problem-solving, communication, and relationship management. Have great understanding of customer needs and am well-equipped to thrive in relationship-focused roles. My goal is to contribute skills in active listening, effective communication, and relationship building to drive customer satisfaction, retention, and revenue growth for the organisation. Following the conclusion of my previous role due to a TUPE-related redundancy, I took a short professional break and am now available to start immediately.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work history
Account Manager
DB Systel
Doncaster, North Yorkshire
01.2023 - 09.2025
- Build and maintain strong relationships with key stakeholders.
- Serve as a primary point of contact for customer queries and escalations.
- Maintain clear but constant channel of communication between the business and its customers to ensure service transparency and alignment.
- Collaborate with internal teams to ensure effective and timely delivery of services.
- Review, update and maintain service contracts to ensure accuracy and compliance.
- Produce written proposals for service requests ensuring desired requirements, scope and recommendations are included.
- Deliver regular service reviews, providing insights into recommendations and improvements for customer success.
- Identify opportunities to enhance service delivery and seek opportunities for revenue growth through service expansion.
- Strengthened ability to build and manage long-term customer relationships.
- Enhanced communication with stakeholders at all organizational levels.
- Improved skills in data analysis through service review preparation.
- Experience in producing contracts, service documentation and management of them.
- Gained exposure to Project management roles and responsibilities by supporting larger scale projects and managing smaller scale projects.
- Attended networking events, expanding professional contacts and prospects.
Service Desk Analyst
DB Systel
Doncaster, South Yorkshire
06.2018 - 01.2023
- Provide multi-channel 1st Line support to a range of users
- Provide service in line with ITIL frameworks in a timely manner to abide by strict SLAs
- Communicate with both UK-based and International users and customers and colleagues via phone, email, live chat
- Provide desk-side support for users when required
- Incident, Service request, and Knowledge Base management
- Assist, train and support newer analysts within my team
- Take on and assist with ad hoc operational work out of hours
- Test and provide feedback on new written processes
- Experience with using Veeam and Solarwinds monitoring tools
- Using Citrix environments and managing a user base within it
- Maintaining cloud infrastructure for both production and development estates for several customers
- Taking on team leader duties and responsibilities when required
- Managing customer expectations and de-escalation techniques
- ITIL 4 foundation - Certified
Technical Support Analyst
Sue Ryder
Doncaster, South Yorkshire
09.2016 - 06.2018
- Provide multi-channel 1st Line support to Retail staff and Healthcare professionals
- Incident Management, request management, and distribution of support tickets
- Manage Inventory, including raising purchase orders for new equipment
- Reconfigure and repair damaged or returned hardware for reuse
- Provide mentoring and training to junior members of the support team
- Document and record processes for knowledgebases
- Organize and carry out monthly roadshow's which involves site visits to clean up the comms cabinet room and resolve onsite IT issues for users.
- Maintain device management systems and ensure company devices are up-to-date and compliant
- Installing hardware at sites, including switches, printers, and Cisco desk phones
- Creating and presenting training packages for users on new hardware and software
- Ticket system reporting to target common issues and aid with training programs or technical resolution to reduce future workload and user experience
- Experience with google administration for email system management
- Active Directory user and security group management
- Being part of an on-call rota for high-priority healthcare users out of hours
- Project management experience by being heavily involved in several projects.
- Rollout of new tech based solution for 450 stores nationwide to replace old tills with new epos systems.
- Planning and rollout of hardware refreshes when required
- Planning 6-month pilot of an IT Clinic to provide users with onsite help
Education
GCSE -
Balby Carr Community Sports & Science College
Doncaster 01.2009 - 01.2015
Skills
- Key account handling
- Customer Service
- Account management
- Excellent communication skills
- Communication skills
- Problem-solving
References
References available upon request.
Timeline
Account Manager
DB Systel
01.2023 - 09.2025
Service Desk Analyst
DB Systel
06.2018 - 01.2023
Technical Support Analyst
Sue Ryder
09.2016 - 06.2018
GCSE -
Balby Carr Community Sports & Science College
01.2009 - 01.2015