Harry Waugh
COLCHESTER,Essex
Summary
Experienced IT professional with extensive expertise in mobile application development, ITIL procedures, and GDPR compliance. Demonstrates strong capabilities in cybersecurity awareness, software testing and debugging, cloud systems management, and hardware installation and configuration. Proficient in systems analysis, IT infrastructure management, help desk services, hardware fault repairs, virtual servers, software issue diagnosis, asset and inventory management. Skilled in Windows and Linux systems, IT ticketing systems, PC and laptop builds, telecommunications, network configuration including Active Directory. Adept at customer service and equipment maintenance with comprehensive knowledge of the Microsoft Office Suite.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Customer Support Analyst
Birkett Long LLP
Colchester, Essex
04.2022 - Current
- Resolved technical issues promptly for uninterrupted work flow.
- Troubleshot various incidents related to hardware, networks and software faults.
- Setup, configured, and troubleshot Microsoft 365 applications.
- Managed and maintained user accounts, permissions and security settings in Active Directory.
- Provided proficient 2nd Line in-house support for diverse IT challenges.
- Contributed to infrastructure projects, collaborating with external vendors for successful outcomes.
- Installed new software for users and monitored version and patch update requirements.
- Followed technical documentation for accurate installation, maintenance and repair work.
- Carried out new hardware installations and updates, keeping systems functional and secure.
Sales assistant
Clinton cards
Halstead, Essex
10.2018 - 12.2021
- Demonstrated products effectively leading to increased sales conversions.
- Delivered exceptional after-sales service, encouraging repeat business.
- Improved customer service by efficiently handling queries and complaints.
- Addressed customer needs promptly, resulting in positive feedback and loyalty.
- Learnt about new products quickly, providing comprehensive guidance to customers.
- Conducted daily inventory checks to manage stock levels accurately.
- Balanced multiple tasks simultaneously whilst maintaining high-quality customer care.
- Handled cash transactions swiftly, ensuring accurate accounting at the end of each shift.
- Managed till operations smoothly, reducing waiting time for customers.
Education
A-Levels - Information Technology
Institute for apprenticeships and higher education
Colchester 04.2022 - 12.2023
GCSEs - Creative Media Production and Technology
Colchester Institute
Colchester 09.2016 - 07.2017
Skills
- ITIL procedures
- Cybersecurity awareness
- Cloud systems management
- Hardware installation and configuration
- IT infrastructure
- IT help desk services
- Hardware fault repairs
- Software issue diagnosis
- Asset and inventory management
- Windows and Linux expertise
- PC and laptop builds
- Telecommunications
- Network configuration
- Active Directory
- Customer Service
Certification
ITIL Foundation Certificate in IT Service management
Affiliations
- Gaming
- Science Fiction
- Technology
- Video Editing
Timeline
Customer Support Analyst
Birkett Long LLP
04.2022 - Current
A-Levels - Information Technology
Institute for apprenticeships and higher education
04.2022 - 12.2023
Sales assistant
Clinton cards
10.2018 - 12.2021
GCSEs - Creative Media Production and Technology
Colchester Institute
09.2016 - 07.2017
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