John Dry
Cheltenham,Gloucestershire
Summary
Have demonstrated a strong and consistent work ethic in current role, closing 40-50 support tickets per week. Greatest facet is customer service, maintaining a good rapport with customers, generally receive the most positive feedback on the team per month of 10 or more. Takes great pleasure in working as a team, and assisting peers to troubleshoot technical problems. Hoping to take the next step in career, in expanding technical skillset with further qualifications and hands-on experience.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work history
Service Desk Engineer
Emerge Digital
Cheltenham
02.2023 - Current
First line support engineer for an MSP providing remote support to 2000+ client machines across over 80 SME businesses. Day-to-day role involves responding to and resolving customer tickets in a busy service desk environment. In a more limited capacity, have provided on-site support, and managed cyber security services to a handful of clients.
Customer Service Assistant
Tesco
Bishops Cleeve
04.2015 - 02.2023
General duties included customer service, keeping a record of the stock, and warehouse operations. Role diversified based on the operational requirement.
Education
BTEC Level 3 Extended Diploma - IT (Networking and Systems Support)
Gloscol
Cheltenham 09.2014 - 06.2016
GCSEs -
Cleeve School
Cheltenham 09.2011 - 06.2013
Skills
- Proficiency with Microsoft 365 Suite including Entra ID, Azure, Intune, Exchange, and Sharepoint
- Familiarity with ticketing systems including prioritisation of tickets, SLA's, and knowledge base documentation
- Enthusiastic and dedicated team player
- Experience with asset management systems, primarily using connectwise for remote access, patching and inventory
- Strong interpersonal soft skills and customer relationships
- Keen eye for problem solving and attention to detail
Timeline
Service Desk Engineer
Emerge Digital
02.2023 - Current
Customer Service Assistant
Tesco
04.2015 - 02.2023
BTEC Level 3 Extended Diploma - IT (Networking and Systems Support)
Gloscol
09.2014 - 06.2016
GCSEs -
Cleeve School
09.2011 - 06.2013
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