Jack Holland
Swindon,WIL
Summary
Driven individual focused on starting career in electrical engineering. Capable of assisting in installation, maintenance, and repair of electrical systems with strong problem-solving skills. Ready to contribute to team by ensuring safety standards and providing reliable support
also with extensive expertise in desktop support, helpdesk operations, and technical escalation handling. Demonstrates strong communication competency and a proven track record in process improvement suggestions and adherence to policies. Proficient in ticketing systems, risk assessment, end-user training, ITSM best practices, and customer relationship management. Skilled in Microsoft Office 365, SLA compliance, incident management, ITIL knowledge, urgent ticket management, first line support, and incident escalation. Committed to enhancing operational efficiency and delivering exceptional service quality.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work history
Service Desk Analyst
Ark Data Centres
Corsham, Wiltshire
2024.08 - Current
- Production of weekly report for client raised issues and scheduled meetings to discuss progress.
- Co-ordinating all planned and ad-hoc service work according to agreed priorities.
- Ensuring appropriate communications are made to relevant clients when needed.
- Follow processes as required and advise on improvements to benefit the team.
- Keep to required SLAs when dealing with any customer issue.
- Communicate effectively between client and company through face to face, on the phone or online.
- Helped identify recurring faults and proposed long-term solutions for improvement.
- Maintained high-quality service standards through meticulous attention to detail in all tasks.
- Delivered efficient solutions to technical problems, boosting user satisfaction rates.
- Managed and resolved IT service desk queries, contributing to excellent customer support.
- Contributed significantly towards the successful roll-out of new software applications across departments.
- Communicated complex technical information clearly, enhancing user understanding of issues.
- Coordinated with different teams to resolve complex IT issues effectively.
Bartender/FOH
Shoal Bay Country Club
Shoal Bay, New South Wales
2023.09 - 2024.06
- Served drinks while keeping bar area clean and hygienic throughout shifts.
- Prepared orders with careful attention to detail and presentation standards.
- Stocked and maintained bar and cocktail supplies for daily service.
- Followed alcohol safety, sanitation, and handling procedures at all times.
- Kept bar services running smoothly while supervising absence covered.
- Completed scheduled cleaning tasks using daily and weekly checklists.
- Onboarded new employees by pointing them to work area expectations.
- Created welcoming atmosphere through friendly, engaging customer conversations.
- Delivered attentive service that encouraged repeat visits and return customers.
- Recommended suitable drinks, increasing overall sales during busy periods.
- Trained new staff effectively to maintain strong service standards.
- Coordinated with kitchen teams through clear communication of food orders.
- Maintained a clean, organised bar layout to improve customer satisfaction.
- Monitored stock levels effectively to prevent shortages during peak hours.
- Verified customer identification to confirm legal drinking age compliance.
- Promoted special events and offers to drive higher daily footfall.
- Adapted quickly to shifting situations while staying efficient under pressure.
- Built rapport with regular patrons to support a loyal customer base.
- Checked health and safety requirements using regular inspections and maintenance checks.
- Demonstrated drink recipe knowledge to improve customer experience quality.
- Handled customer complaints promptly to preserve positive relationships.
- Prepared opening supplies by readying glasses, garnishes, and ice early.
- Processed cash transactions securely to reduce fraud and theft risk.
- Recorded payments accurately to limit shift end discrepancies.
- Collaborated with team members to keep service flowing during rushes.
- Welcomed guests with friendly conversation and a fun bar atmosphere.
- Completed end-of-day cleanup to reset bar for next-day service.
- Cleared washed glassware and restocked between guest orders.
- Served spirits, lagers, and stouts promptly at the bar.
- Entered orders into register, calculated bills, and collected payments securely.
- Prepared beverages quickly and accurately to support serving colleagues.
- Set up bar area daily with clean furniture, supplies, and stock.
- Followed food safety and hygiene rules to protect guests.
- Prepared cocktail ingredients and garnishes for signature drink preparation.
- Created mixed alcoholic and non-alcoholic drinks for guest orders.
FOH
The Eliot Arms
2023.05 - 2023.08
- Greet and assist customers in a friendly and professional manner
- Take customer orders accurately and efficiently
- Prepare food and drinks according to company standards
- Maintain a clean and organised dining area
- Handle cash and credit card transactions accurately
- Ensure customer satisfaction by addressing any concerns or complaints
- Follow all safety and sanitation procedures
Service Desk Member
Jisc
2019.03 - 2022.05
- Monitoring the Janet Network
- Raising tickets based on the customers’ needs
- Responding to customer queries
- Liaising with different departments
- Dealing with multiple cases at once at a professional standard
- In charge of Issues spreadsheet which tracks customer problems
Sales Associate
Screwfix
2018.03 - 2019.02
- Attending to customers’ needs
- Maintaining high standards of store cleanliness, hygiene and impression
- Working as part of the shop floor team
- Processing financial transaction
- Stock control
Insurance Consultant
Be Wiser Insurance
2017.03 - 2017.08
- Assisting in achieving renewal retention, growth, and new business targets
- Reviewing the demands and needs of assigned customers and advising on the most appropriate insurances to meet their demands and needs
- Acting as the single point of contact for customers, always striving to meet their expectations
- Administration of clients’ requirements including general inquires, renewals and obtaining quotations
Education
GCSE - English Language, Math
Nova Hreod Academy
2010.01 - 2015.01
Public Services Level 4 - undefined
New College
2016.01 - 2017.01
ITIL Level 4
Skills
- Desktop support expertise
- Helpdesk experience
- Technical escalation handling
- Communication competency
- Process improvement suggestions
- Adherence to policies
- Escalation handling efficiency
- Ticketing system proficiency
- Risk assessment awareness
- End-User training capability
- ITSM best practices
- Customer relationship
- Microsoft Office 365
- SLA compliance
- Incident Management
- ITIL knowledge
- Urgent ticket management
- First line support
- Incident escalation
References
- Kira, Price, +61 427 248 080, Shoal Bay Country Club, 35-45 Shoal Bay Rd, Shoal Bay, NSW, 2315
- Richard, Mundy, +442081755729, Ark Data Centres, Spring Park, Westwells Road, Corsham, Wiltshire, SN13 9GB
- Daniel, Miles, 07557337334,
Accomplishments
- Rank of Sergeant at Air cadets- Taking charge of cadets
- Skills Demonstrated- Leadership, Management, Organisation
Awards
Bronze Duke of Edinburgh Award, Skills Demonstrated- Team- working, Motivation, Commitment, 100 Mile Nijmegen Charity March, Skills Demonstrated- Encouragement, Support, Confidence
Affiliations
- Drumming
- Hiking
- Swimming
- Gym
- Gaming
Timeline
Service Desk Analyst
Ark Data Centres
2024.08 - Current
Bartender/FOH
Shoal Bay Country Club
2023.09 - 2024.06
FOH
The Eliot Arms
2023.05 - 2023.08
Service Desk Member
Jisc
2019.03 - 2022.05
Sales Associate
Screwfix
2018.03 - 2019.02
Insurance Consultant
Be Wiser Insurance
2017.03 - 2017.08
Public Services Level 4 - undefined
New College
2016.01 - 2017.01
GCSE - English Language, Math
Nova Hreod Academy
2010.01 - 2015.01
ITIL Level 4