ESMEE IVY BROWN
Manchester
Summary
Motivated professional with a background in Care, Customer Service and Information Technology, offering hands-on experience in solving problems and supporting users. Comfortable working both independently and within a team, always passionate about delivering excellent service and looking for ways to improve the customer experience. Thrives in dynamic environments and eager to bring quality skills to new projects and challenges.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
Work History
IT support technician
Hologic
Manchester
02.2024 - Current
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Tracked computer system and network performance to identify root causes of issues.
- Delivered reliable, high quality technical support to average of 30 users daily via telephone, email and web portals with professional and first class service.
- Executed data backups and recovery procedures (Via Carbonite), safeguarding critical information.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
- Took ownership of personal queue (Via Servicenow), seeing issues through to resolution or escalation as appropriate.
- Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
- Escalated complex third-line issues whilst managing employee expectations.
- Conducted server back-up and recovery operations in line with protocols.
- Delivered complete set-up assistance for networking systems, IP phone equipment and related IT gear.
- Diagnosed network issues for seamless connectivity.
Receptionist
Hologic
Manchester
08.2023 - 02.2024
- Delivered front of house duties with warm and professional manner.
- Managed bookings using Hummingbird software to schedule, cancel and re-arrange appointments.
- Screened and verified visitor IDs, maintaining security of personnel and office environment.
- Answered 20+ telephone calls per day, compiling detailed notes and promptly forwarding as required.
- Apart of "Team Manchester" which includes planning work events e.g. Xmas parties, summer parties.
- Assisted "Facilities Micro Projects" created idea's for renovating reception area, toilets and more...
- Company Credit card and raised POs
- Set up office spaces, equipment and support services for client and team meetings.
- Restocked executive area kitchen with refreshments, ordered when necessary.
- Booked taxi services for visitors travelling from overseas.
- Issued visitor and contractor passes and recorded visits on security system.
- Wrote professional letters, memos and emails for internal and external business communication.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
- Excel proficient
Customer Service Technician
Gamma Telecoms
12.2022 - 08.2023
- Adhered strictly to policies and procedures for continued company compliance.
- Resolved channel partner issues using strong interpersonal skills and conflict resolution techniques.
- Answered channel partners telephone calls promptly and improved on-hold wait times.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Systems used: Avaya, BT Wholesale, Openreach Portal, Ziggy, Teams.
- Guaranteed positive customer experiences by efficiently resolving 30+ customer concerns and complaints.
- Helped colleagues with handling complex queries, decreasing turnaround times.
- Managed own workload
Customer Service Assistant
Arcadia Leisure Centre, Greenwich Leisure Limited
Manchester
08.2019 - 01.2023
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
- Quickly resolved customer queries and complaints, improving
service reliability and efficiency. - Answered calls promptly and calmly, providing empathetic,
professional service throughout. - Worked collaboratively with wider teams to execute daily
operational tasks against tight deadlines. - Increased sales of memberships by applying proactive nature,
customer preferences and active listening skills. - Led facilities tours for new and potential customers
- Tallied cash at end of each shift, reporting discrepancies according
to company policies. - Maintained high cleaning standard around reception and foyer.
Team Leader
Shakedown Ltd
Manchester
12.2020 - 03.2021
- Directed and managed operations of 7 staff in fast-paced environment
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities
- Conducted staff meetings to delegate tasks and assign workloads strategically to meet changing priorities
- Oversaw and managed stock control, ensuring store held sufficient items and minimal waste occurred
- Tallied cash at end of each shift, reporting discrepancies according to company policies.
Retail Assistant
Iceland
12.2018 - 08.2019
- Processed customers orders by efficiently scanning items, weighing fruit and vegetables and accurately coding special items.
- Packed purchased items properly to prevent damage to delicate
products. - Fulfilled customer needs by providing product advice, simplifying
quality shopping experience. - Processed multiple daily stock deliveries, ensuring accurate order
numbers and inventory records. - Unboxed new merchandise and restocked shelves in appealing and
organised arrangements to promote items. - Tallied cash at end of each shift, reporting discrepancies according
to company policies. - Maintained clean, tidy and organised checkout areas.
Education
Manchester College
CompTIA A+ - Information Technology
Udemy Buisness
Remotely 06.2024 - 04.2025
Food safety, Health and safety & Food allergens -
Institute of Hospitality
Manchester01.2018
Manchester College
High School Diploma -
Altrincham College of Arts
Timperley, AltrinchamCare Certificate -
Be Caring
ManchesterSkills
- Site Representative
- Operations leadership
- First-class customer service
- Excellent written and verbal communication skills
- Ability to work under pressure
- Effective time management
- Excellent teamwork
- Excel Skills
- Data entry
- Information Technology knowledge
- Active Directory, Powershell, MS Intune and LogMeIn
Additional Information
Andy Milligan (Facilities Manager) andrew.milligan@hologic.com, Hologic Ltd.
Bogdan Pislaru (IT Manager) bogdan.pislaru@hologic.com, Hologic Ltd.
Mark Jones (IT Team Leader) mark.jones2@hologic.com, Hologic Ltd.
Timeline
CompTIA A+ - Information Technology
Udemy Buisness
06.2024 - 04.2025
IT support technician
Hologic
02.2024 - Current
Receptionist
Hologic
08.2023 - 02.2024
Customer Service Technician
Gamma Telecoms
12.2022 - 08.2023
Team Leader
Shakedown Ltd
12.2020 - 03.2021
Customer Service Assistant
Arcadia Leisure Centre, Greenwich Leisure Limited
08.2019 - 01.2023
Retail Assistant
Iceland
12.2018 - 08.2019
Manchester College
Food safety, Health and safety & Food allergens -
Institute of Hospitality
Manchester College
High School Diploma -
Altrincham College of Arts
Care Certificate -
Be Caring
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