Scott Harrison
Exmouth,Devon
Summary
A hard working, organised 2nd line technical support professional with a proven ability to work well alone and as part of a team with excellent time keeping skills, technical mindset and with a good eye for detail. Confident working with customers, delivering excellent customer service and have a methodical approach to problem solving. Committed to further developing a proven technical background.
References and credentials available on request.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Desktop Support Engineer
BT
2024.08 - Current
- 2nd line support and troubleshooting in accordance to SLAs, involving various supported software applications, Windows Defender Application Control (WDAC) and Microsoft Admin Centres (Azure, Intune, 365 and Teams) SCCM and networked printers and print servers.
- Maintained up-to-date knowledge of emerging technologies for continuous learning.
- Shared knowledge and guidance across both the 1st and 2nd line teams, fostering continuous improvement and development.
Customer Service Analyst
BT
2020.03 - 2024.08
- Answering technical and non-technical enquiries via telephonic, live chat and self-service ticketing systems
- Inciting third-party support when required from upwards of 60+ organisations
- Creating/reporting incidents, changes and queries via Remedy Smart IT and administrative amendment via Remedy ITSM for a small period
- Assigning Virtual Machines via Cisco WebEx to third party engineers along with their supporting remote desktop connections as/when required
- Investigating and resolving technical faults on a 1st call basis with the support of Configuration Management, Remote Desktop connection and Active Directory
- Personally assisted within G7 Summit 2021 (Op Trelawny)
- Providing first line support and accelerated escalation for the force and supporting parties, both internally and externally, working voluntary extended shifts (12hr)
- On occasion I have been requested to assist the 2nd line team and be the acting Shift Team Leader due to low resourcing or high workload scenarios.
Business Support Admin Apprentice
Carousel Nurseries
2019.04 - 2019.07
- Receiving/outgoing calls, emailing clients and collaborations with other businesses
- Invoicing
- Nursery milk claims (calculating expenditures)
- Calculating other expenditures via Microsoft Excel Spreadsheet format
- Delivering promotional material to collaborative business/outlets
- Providing support in numbers for our two Nursery settings
- Working alongside site managers to accomplish administrative tasks, such as hardware and provision expenses along with taking minutes in staff meetings
- Setting up computer systems, such as laptops, printers and tablets.
Sales Assistant
CeX
2018.09 - 2018.10
- Serving customers, using the till and taking payments by cash and card
- Making sure that the shop was tidy and well stocked at all times
- Stock checking, stock transfers and cash counting.
Work Experience
Eagle IT/Exmouth Computers
2017.04 - 2017.04
- Customer system maintenance; system servicing, upgrading/replacing system components.
Shop floor staff member (Work Experience)
CeX
2016.02 - 2016.07
- Assisting customers and stocking shelves.
Education
First Extended Certificate in Information and Creative Technology: Information Technology -
Exeter College - BTEC Level 2
2017.03 - 2018.07
GCSEs - English
Exeter College
2017.03 - 2018.07
Introductory Diploma in Information Technology: Information Technology -
Exeter College - BTEC Level 1
2016.03 - 2017.07
Functional Skills English Level 1 - undefined
Exeter College
2016.03 - 2017.07
Functional Skills Maths Level 1 - undefined
Exeter College
2016.03 - 2017.07
Diploma in Progression (Life Skills), E3 - undefined
Exeter College
2015.03 - 2016.07
Skills
- Confident using Microsoft Office suite of software, emailing and internet applications, computer system problem solving and identifying anomalies
- Good customer service skills, confident working within a team to create a welcoming environment whilst contributing considerably to the maintaining of working practices and processes
- Able to work to deadlines, maintaining a high-quality work output and maintaining a knowledge base for continued efficiency
- Effective trainer, with proven ability to introduce and advise on best approach and methods to BAU responsibilities at a high output
Certification
- ITIL® 4 Foundation Accredited
- Microsoft Entra ID: Basics
- NCFE Level 1 Certificate in Employability Skills - Elite Training South West
- First Aid Trained
Timeline
Desktop Support Engineer
BT
2024.08 - Current
Customer Service Analyst
BT
2020.03 - 2024.08
Business Support Admin Apprentice
Carousel Nurseries
2019.04 - 2019.07
Sales Assistant
CeX
2018.09 - 2018.10
Work Experience
Eagle IT/Exmouth Computers
2017.04 - 2017.04
First Extended Certificate in Information and Creative Technology: Information Technology -
Exeter College - BTEC Level 2
2017.03 - 2018.07
GCSEs - English
Exeter College
2017.03 - 2018.07
Introductory Diploma in Information Technology: Information Technology -
Exeter College - BTEC Level 1
2016.03 - 2017.07
Functional Skills English Level 1 - undefined
Exeter College
2016.03 - 2017.07
Functional Skills Maths Level 1 - undefined
Exeter College
2016.03 - 2017.07
Shop floor staff member (Work Experience)
CeX
2016.02 - 2016.07
Diploma in Progression (Life Skills), E3 - undefined
Exeter College
2015.03 - 2016.07