Ethan Douglas
London,England
Summary
Proficient in managing support tickets and enhancing customer service. Known for exceeding SLAs and KPIs through effective technical solutions. Experienced in creating support documentation and collaborating with teams to improve service delivery.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Business Support Executive Junior
Vodafone
Remote, England
05.2024 - Current
- Supported successful delivery of Vodafone's franchise concept IT hubs and local MSPs for SMEs.
- Utilised ConnectWise suite of service management products to manage support tickets effectively.
- Assisted franchises in resolving technical queries and issues efficiently.
- Achieved and exceeded SLAs and KPIs consistently.
- Managed continual service improvement activities and implemented solutions for ticket management.
- Created and maintained support documentation using IT Boost and SharePoint.
- Became the Subject Matter Expert on SAP Ariba Guided Buying to meet the needs of the customer's outsourced procurement function.
- Completed technical support training at Network and Security MSP in St Albans, covering tasks such as building laptops and computers and troubleshooting software and hardware issues for various devices.
- Delivered 24/7 on-site customer support and managed office site operations.
- Completed technical training, acquiring skills in building and troubleshooting various devices.
- Being on a shift pattern providing 24/7 support.
Business Support Executive Junior
Afterguard Ltd
St Albans , England
02.2024 - 05.2024
- Answered service user requests within designated timeframes.
- Installed hardware and software according to system requirements.
- Carried out troubleshooting to detect and resolve faults.
- Updated software to enhance features and security.
- Maintained and repaired peripherals linked to laptops and desktops.
- Set up workstations with necessary cables, equipment, and software.
- Configured networks to meet operational standards.
- Guided teams on ICT safety and security procedures.
- Monitored customer requests and reported trends for product support.
- Prepared equipment for testing to verify functionality.
- Performed diagnostics to assess equipment reliability.
- Recorded maintenance and repairs for compliance and reference.
- Cooperated with colleagues to meet objectives.
- Handled complaints with clear communication and problem-solving.
- Ensured clean and safe workspaces to reduce accident hazards.
Education
BTEC Media Studies Level 3 Extended - BTEC Media Studies Level 3
City of Westminster College
07.2023
Network Professional Programme - CompTIA A+ Core 1, CompTIA A+ Core 2, MCTS Windows Client, Office 365
Just IT Training Ltd
01.2024
GCSEs - English Language, English Literature, Mathematics, Art
The London Oratory School
Skills
- Office365
- ConnectWise
- Microsoft Azure
- Troubleshooting
- Reporting
- Procurement
- Customer relationship management
- Team building
- Project management
- Process improvement
- Technical support
- Service management
- Procurement support
- Technical documentation
- IT troubleshooting
- Risk assessment
- Client interaction
- Team building and training
- Leadership excellence
- Performance analysis
- Customer service excellence
- Technical support training
- Problem-solving techniques
- Service level agreement (SLA) management
- Document management
References
Available upon request.
Hobbies and Interests
- I enjoy keeping healthy and have a consistent gym routine involving setting and achieving fitness goals.
- I have a keen interest in team sports and weight training.
- IT has always been a hobby of mine, regularly the go to person for friends and family to provide support through my own learnings since young.
Languages
English
Advanced
C1
Certification
- HPi
- HPE
- Microsoft 365 Admin - Pass
Accomplishments
- Recognised by management for LWI projects delivering outstanding Results.
Timeline
Business Support Executive Junior
Vodafone
05.2024 - Current
Business Support Executive Junior
Afterguard Ltd
02.2024 - 05.2024
BTEC Media Studies Level 3 Extended - BTEC Media Studies Level 3
City of Westminster College
Network Professional Programme - CompTIA A+ Core 1, CompTIA A+ Core 2, MCTS Windows Client, Office 365
Just IT Training Ltd
GCSEs - English Language, English Literature, Mathematics, Art
The London Oratory School