Kyle Metcalf
Sunderland,Tyne and Wear
Summary
Dedicated IT support professional with expertise in Tier 1 IT support and troubleshooting, hardware and software diagnostics, and customer and technical support. Proficient in Windows OS, Office 365 support, and cybersecurity awareness. Skilled in using ticketing systems such as ServiceNow, with strong time management, multitasking abilities, and excellent communication and team collaboration skills. Committed to enhancing operational efficiency through effective problem-solving and technical acumen.
Overview
6
6
years of professional experience
2024
2024
years of post-secondary education
Work history
IT Support Technician
World Pay
Gateshead
09.2018 - 10.2020
- Delivered front-line IT support to office users, resolving hardware, software, and connectivity issues.
- Supported desktops, laptops, and peripheral devices in a Windows environment.
- Collaborated with IT departments to escalate unresolved issues and contribute to platform updates.
- Served as liaison between technical teams and non-technical users, ensuring smooth communication and understanding.
- Assisted in maintaining system documentation and logging incidents accurately.
Customer Service Advisor (Tech Focus)
Student Loans Company
Newcastle
05.2016 - 09.2016
- Provided first-line customer support and guided users through digital product use and troubleshooting.
- Strengthened client relationships with clear communication and problem-solving skills.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Resolved pressing customer issues, ensured repeat business.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Ensured resolution of queries within company SLAs using scripted responses and technical knowledge.
Chef Assistant
BFC Takeaway
Ashington
12.2021 - 09.2022
- Maintained organization and cleanliness of back-of-house IT appliances (POS systems, display screens).
- Supported operational readiness through multitasking and workflow prioritization.
- Demonstrated strong teamwork and problem-solving under pressure.
Education
HNC - Computer Science
Northumberland College
Bachelor of Science - Forensic Science
Northumbria University
Skills
- Tier 1 IT Support & Troubleshooting
- Hardware & Software Diagnostics
- Customer & Technical Support
- Windows OS / Office 365 Support
- Cybersecurity Awareness
- Ticketing Systems (eg, ServiceNow)
- Time Management & Multitasking
- Communication & Team Collaboration
Custom
- Microsoft Office 365
- Basic Networking Knowledge
- Cybersecurity Fundamentals (Intro Level)
- Windows 10, Active Directory (Basic Use)
References
References available upon request.
Timeline
Chef Assistant
BFC Takeaway
12.2021 - 09.2022
IT Support Technician
World Pay
09.2018 - 10.2020
Customer Service Advisor (Tech Focus)
Student Loans Company
05.2016 - 09.2016
Bachelor of Science - Forensic Science
Northumbria University
HNC - Computer Science
Northumberland College
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