Summary
Overview
Work history
Education
Skills
Affiliations
References
Timeline
Generic

Ellie Ann Jackson

Nuneaton,United Kingdom

Summary

Technically skilled and customer-focused IT Support Specialist with over 8 years of experience across technical support, systems administration, broadband engineering, and workflow management. Proven track record of resolving technical issues efficiently, improving system performance, and delivering excellent user support. Strong knowledge of hardware/software troubleshooting, networking, Active Directory, and remote desktop support tools. Passionate about helping users solve problems and maintaining smooth IT operations.

Overview

17
17
years of professional experience

Work history

Broadband Engineer

Sky TV
Nuneaton, Warwickshire
01.2018 - Current
  • Conducted site safety surveys before, during, and after jobs in compliance with regulations.
  • Researched telecommunications equipment to provide informed recommendations.
  • Analysed user requirements and adjusted designs to meet specifications.
  • Troubleshot issues and diagnosed system faults effectively.
  • Promoted safe working environments by implementing relevant standards and policies.

Real Time Work Flow Specialist

Sky TV
Nuneaton, Warwickshire
11.2022 - 10.2023
  • Maximised daily customer visits through effective workload management of engineers.
  • Addressed on-day risks to ensure seamless operations.
  • Informed customers of changes promptly to maintain satisfaction.
  • Collaborated with cross-functional teams to enhance service delivery.
  • Updated handover documentation with relevant details and data for accuracy.

Staging Engineer

Rapid Resource Limited
Birmingham
06.2016 - 04.2017
  • Responsibility for managing a team of four over the course of the contract, including planning and logistics, ensuring timely and efficient completion of jobs
  • Building and imaging PCs for a client
  • Creating labels for PCs
  • Organising checklists
  • Creating and maintaining spreadsheets
  • Working to a schedule

IT Technical Support

Associated Independent Stores
10.2015 - 01.2016
  • Responsibility for managing HelpDesk, assigning all jobs to technicians
  • Managing Active Directory
  • Managing Fusemail
  • Providing phone support to employees
  • Providing support via Bomgar
  • Creating and maintaining spreadsheets relating to accounts & purchasing
  • In charge of creating, maintaining and removing user accounts & passwords

Telecoms Engineer

Birmingham
02.2015 - 07.2015
  • Diagnosed issues.
  • Maximising broadband.
  • Wi-Fi Connectivity within the home.
  • Rewiring & relocating master sockets.
  • Sales.
  • Promoting services.

Administration Assistant

Blossomfield Campus, Solihull College
Solihull
02.2012 - 10.2014
  • General administrative duties
  • Managing emails and phone calls from school staff and non-school staff
  • Responsibility for setting up meetings
  • Minute taking
  • Answering enquires from staff and the public
  • Data entry

Retail Assistant, Check-in Agent

Civic Video, Auckland International Airport
Auckland, New Zealand
06.2008 - 10.2011
  • Assisting members of the public with their enquiries, including recommendations of products to hire or purchase
  • Sole Charge, i.e Working in the store on my own and handling all enquiries and complaints in my managers absence
  • Cash handling
  • Stock processing
  • Dealing with complaints
  • Assisting the public with check-in for their flights
  • Acting as ground staff when required
  • Escorting passengers requiring assistance through the departure or arrival procedures i.e Unaccompanied minors
  • Passport and visa checks were carried out during the check-in process to ensure the passenger had the correct passport and visa

Education

Bachelor of Business Studies (BBS) - Marketing & Management

Massey University
Auckland, New Zealand

NCEA -

St Dominic's College

Air New Zealand Training - Travel & Tourism

Air New Zealand

NVQ Level 2 - Cyber Security

Learning Curve Group
Remote
09.2023 - 01.2024

NVQ Level 2 - IT support

Coursera by Google
07.2025 -

Skills

  • IT and technical support
  • Network troubleshooting
  • User account management
  • Remote assistance
  • Helpdesk operations
  • Hardware installation
  • Incident resolution
  • Microsoft Office Suite proficiency
  • Customer service and support
  • Risk assessment
  • Team collaboration
  • Time management skills
  • Client relations
  • Fault diagnosis and repair
  • Decision making abilities
  • Technical troubleshooting expertise
  • Equipment maintenance
  • Technical communication skills
  • Computer literacy proficiency
  • Risk management strategies development
  • Broadband technology knowledge
  • Network diagnostics expertise
  • Creative problem solving techniques
  • Strategic planning capabilities
  • Wireless communication systems knowledge
  • Maintenance and repair practices
  • Quality assurance methodologies
  • Telecommunications equipment
  • System fault diagnosis

Affiliations

Computers

Video Gaming

Movies

TV series

Music

Books


References

Andrew Watson, IT Technician, NCR Birmingham, andrew.watson@ncr.com

Timeline

NVQ Level 2 - IT support

Coursera by Google
07.2025 -

NVQ Level 2 - Cyber Security

Learning Curve Group
09.2023 - 01.2024

Real Time Work Flow Specialist

Sky TV
11.2022 - 10.2023

Broadband Engineer

Sky TV
01.2018 - Current

Staging Engineer

Rapid Resource Limited
06.2016 - 04.2017

IT Technical Support

Associated Independent Stores
10.2015 - 01.2016

Telecoms Engineer

02.2015 - 07.2015

Administration Assistant

Blossomfield Campus, Solihull College
02.2012 - 10.2014

Retail Assistant, Check-in Agent

Civic Video, Auckland International Airport
06.2008 - 10.2011

Bachelor of Business Studies (BBS) - Marketing & Management

Massey University

NCEA -

St Dominic's College

Air New Zealand Training - Travel & Tourism

Air New Zealand

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Ellie Ann Jackson