Jethro Keen
Newcastle-under-Lyme
Summary
IT professional with extensive experience in hardware troubleshooting and device lifecycle management. Demonstrated success in developing knowledge bases and implementing first point resolution strategies. Expertise in client onboarding, system installation, and IT asset management, ensuring compliance with service level agreements. Proficient in delivering technical training and support, enhancing user experience through effective helpdesk operations and network diagnostics.
Overview
18
18
years of professional experience
1998
1998
years of post-secondary education
1
1
Certification
Work history
IT Support Technician
AWD-IT
Newcastle-under-Lyme, Staffordshire
01/2025 - 01/2026
- Improved service delivery by efficiently handling IT service requests.
- Provided technical support to colleagues, enhancing productivity.
- Contributed to the development of IT policy and procedures by sharing expert advice.
- Regularly updated knowledge base articles, assisting in quick issue resolution.
- Ensured smooth operation of office hardware such as printers and scanners through routine maintenance checks.
- Delivered complete set-up assistance for networking systems, IP phone equiment and related IT gear.
- Installed new software for users and monitored version and patch update requirements.
IT Support Engineer
bet365
Stoke-on-Trent, Staffordshire
03/2022 - 11/2024
- I worked on the IT Support night team where my main roles include building hardware (phones, laptops, desktops and thin clients), resolving tickets and performing daily maintenance tasks. The team is heavily involved in the life cycle of devices and as well as commissioning new devices I also decommissioned devices and maintained records regarding this. My time on the ITS desk has given me a more comprehensive understanding of Azure, ASG, BMC, Ivanti software, Net2, and Wisenet WAVE. Part of my role was also to improve the knowledge base of the ITSM teams by creating and editing Knowledge Base Articles; I have also received training regarding compiling KBAs, ladder training and working at heights.
- As the ITS team is an escalation point for the Service Desk, I have developed a more comprehensive understanding of technical troubleshooting on issues that are reported to the Service Desk and have a broader understanding of third line escalation routes.
Service Desk Engineer
bet365
Stoke-on-Trent, Staffordshire
01/2021 - 03/2022
- My primary role on the Service Desk is to manage internal customers IT issues, to resolve at first point of contact and to escalate if required. My year on the desk has given me a working knowledge of Citrix, the Windows and Linux devices that we use and various in-house tools of bet365; as well as a good knowledge of bet365 IT processes and the various department’s roles. My responsibilities have also extended to training the newer members of SD staff in the processes and fixes that we use on a daily basis.
Project Support Contractor
Well Pharmacy
Stoke-on-Trent, Staffordshire
11/2019 - 09/2020
- During my final six months at Well Pharmacy, I was tasked with completing two projects. The first of which was to roll out 600 phones for the pharmacy drivers to use as a PDA. I built these phones and provided technical support for the drivers as they started to use them. I was also responsible for documenting the build process and any fixes that were encountered during roll out. My duties also included provisioning and recording the mobile numbers and SIM cards from O2.
- The second project involved re-balancing the companies print servers to allow for a more even distribution of print clients, removing clients that were no longer in use in order to decommission any servers that were surplus to requirements.
1st/2nd Line Support Contractor
Well Pharmacy
Stoke-on-Trent, Staffordshire
10/2018 - 11/2019
- My primary role was supporting the 850 pharmacy branches with desktop, software and hardware issues. We supported various applications and devices:
- Microsoft Windows and associated Office products (Windows 7 and 10)
- HP Printers (hardware and software troubleshooting)
- Honeywell and Datalogic HHTs
- Dell and HP Desktops
- Cisco Routers
- Netgear Switches
- Alongside supporting the above hardware and applications, I was also responsible for troubleshooting and maintaining Analyst PMR and Cegedim PMR, two of the leading pharmacy applications.
Service Desk Advisor
GVA Acuity
Newcastle-under-Lyme, Staffordshire
08/2017 - 10/2018
- This was a short-term job I took whilst searching for an IT position. My role involved supporting a small group of clients with all aspects of facilities management. I was responsible for booking contractors into site and maintaining accurate records of these appointments. I also supported the finance team by issuing purchase orders and checking invoices.
System Installation Engineer
Voice 2 Voice
Stafford, Staffordshire
07/2015 - 08/2017
- My core duties of customer service and resolving technical issues for customers was expanded to include the design and installation of bespoke telecoms solutions for our various customers at Voice 2 Voice. Primarily these systems were based on Linux servers, either physical or virtualised on the customer’s network. This role vastly increased by knowledge of the Linux operating system and virtualisation technology. I have a solid understanding of how DNS and DHCP servers operate on a network and have had some diagnostic experience with troubleshooting networks and have limited experience of using Wireshark. I have a deep understanding of the Splicecom system, but have also been exposed to products by other manufactures including Mitel, Cisco and Siemens. I also have a rudimentary knowledge of Network Services and the processes involved in provisioning lines and services. Whilst performing this role I also had to continue performing the duties of my previous role and it was here that I learnt to effectively manage my time over the course of a week to efficiently resolve issues within a strict framework of service level agreements. As a member of the senior engineering team, my duties also grew to include training for newer members of staff that were unfamiliar with our systems and a large part of my job involved installing systems on customer premises.
System Analyst
Voice 2 Voice
Stafford, Staffordshire
02/2013 - 07/2015
- I was responsible for being the first point of contact a customer had with voice 2 voice, whether this was by telephone or via email. My role involved logging tickets and resolving technical issues for our wide range of customers. This was a high pressure and fast-moving service desk and I had to work within service level agreements that ranged from four hours to seven days, which involved a high degree of multi-tasking and prioritising over the course of the week.
Support Desk Analyst
Atos
Crewe, Cheshire
06/2011 - 02/2013
- My role at Atos involved taking phone calls from customers in order to log a ticket to deal with their IT issues. As I was a first-line Analyst, I would resolve the issue myself if I was able, otherwise I would pass the ticket onto the relevant second-line team. I also had to monitor the e-mail boxes for various high-profile customers and raise tickets as requests came in.
Package Delivery Driver
DPD
Newcastle-under-Lyme, Staffordshire
02/2008 - 02/2011
- Utilised GPS systems to optimise delivery routes.
- Assisted with loading and unloading of goods for efficient operations.
- Performed minor vehicle maintenance tasks for uninterrupted operations.
- Delivered packages promptly, achieving high customer satisfaction scores.
- Established good relationships with customers through friendly, approachable demeanour during package handover.
- Managed heavy workload during peak holiday seasons whilst maintaining punctual delivery times.
Education
Newcastle-under-Lyme School
Skills
- Hardware troubleshooting
- Device lifecycle management
- Technical documentation
- Knowledge base development
- First point resolution
- Escalation procedures
- Client onboarding support
- System installation
- IT asset management
- Technical training delivery
- User support services
- Helpdesk operations
- Remote desktop support
- Network diagnostics
- Service level compliance
- Hardware installation and maintenance
Certification
- 2023 - Working at Heights
- 2022 - First Aid at Work
- 2013-2017 - Various Splicecom Qualifications
References
AWD-IT, Unit 5, Festival Trade Park, Crown Road, Stoke-on-Trent, England, ST1 5NP. , My current reference can be obtained from AWD-IT Human Resources., Further references available on request.
Hobbies and Interests
I am an avid reader of both non-fiction and science fiction books and enjoy both board gaming and computer gaming in my spare time.
Timeline
IT Support Technician
AWD-IT
01/2025 - 01/2026
IT Support Engineer
bet365
03/2022 - 11/2024
Service Desk Engineer
bet365
01/2021 - 03/2022
Project Support Contractor
Well Pharmacy
11/2019 - 09/2020
1st/2nd Line Support Contractor
Well Pharmacy
10/2018 - 11/2019
Service Desk Advisor
GVA Acuity
08/2017 - 10/2018
System Installation Engineer
Voice 2 Voice
07/2015 - 08/2017
System Analyst
Voice 2 Voice
02/2013 - 07/2015
Support Desk Analyst
Atos
06/2011 - 02/2013
Package Delivery Driver
DPD
02/2008 - 02/2011
Newcastle-under-Lyme School