Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
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Thalia Brown

Summary

Accomplished telecommunications and IT professional with extensive expertise in network troubleshooting, broadband systems, and telecommunication system engineering. Demonstrates exceptional communication skills, problem resolution abilities, and a positive attitude, ensuring customer service excellence. Proficient in Microsoft Office 2000 and Office 365, with a deep understanding of Windows OS and cybersecurity solutions. Experienced ITIL practitioner with a strong background in VoIP systems and wireless communication. Adept at mentoring and training while maintaining high standards of technical documentation and project execution.

Seasoned in providing first-rate IT support, with focus on ensuring smooth and efficient system operation. Possessing unique skills in troubleshooting, problem resolution, and customer service, can significantly enhance system reliability and user satisfaction. Through proactive system monitoring and timely issue resolution, can contribute to improved productivity and reduced downtime.

Overview

18
18
years of professional experience

Work history

1st Line Broadband Engineer

Sky UK (Tele Tech)
09.2011 - 12.2012
  • Provided technical support and guidance to customers experiencing broadband issues, significantly reducing call-back rates.
  • Diagnosed and resolved voice and data cabling faults to ensure stable transmission across systems and devices, strengthening overall network connectivity.
  • Delivered clear and practical training to users following installation of new equipment, ensuring smooth onboarding and system adoption.
  • Collaborated with customers to assess their broadband requirements and provided tailored, effective solutions.

Network Manager

Meadowgate Special Needs School, Wisbech, Cambridgeshire
Wisbech, Cambridgeshire
01.2002 - 07.2011
  • Architected and optimised network infrastructure to enhance system efficiency and reliability.
  • Configured and maintained routers, servers, and firewalls to ensure uninterrupted operations.
  • Integrated applications and systems into existing network environments.
  • Led cybersecurity initiatives by deploying firewalls and antivirus solutions, significantly reducing security incidents.
  • Strengthened data protection through improved disaster recovery procedures and timely patch management.
  • Maintained accurate documentation of all network changes to support audit and compliance requirements.
  • Diagnosed and resolved complex network issues, minimising outages and reducing downtime.
  • Provided dependable support for desktops, laptops, and servers, ensuring minimal disruption to end users.
  • Collaborated with cross-functional teams to align network capabilities with organisational objectives.
  • Managed project budgets and presented clear investment justifications to senior leadership.
  • Improved operational efficiency by automating repetitive network tasks.
  • Mentored and trained junior assistant to become fully effective team member.

Credit Control Assistant

Various Companies in Aberdeen and Cambridgeshire
Aberdeen, Cambridgeshire
02.1998 - 01.2002
  • As for data entry position plus these additional duties
  • Consistently met debt collection targets within specified deadlines.
  • Finalised payment arrangements and accurately updated customer records.
  • Managed outbound collection calls and resolved account-related issues with debtors.
  • Monitored overdue accounts and escalated cases in line with company procedures.
  • Maintained detailed and accurate records within CRM system and prepared regular performance reports.
  • Ensured full compliance with legal regulations and internal company policies.

Credit Control Data Entry Agent

Various Companies in Aberdeen and Cambridgeshire
Aberdeen, Cambridgeshire
05.1995 - 01.1998
  • Delivered professional and empathetic customer service, effectively handling enquiries and resolving complaints.
  • Processed payments, set up recurring direct debits, and updated account balances.
  • Prepared final demand letters while ensuring protection of confidential data.
  • Issued credit notes, processed refunds, and maintained accurate ledger accounts.
  • Utilised accounting software to monitor invoices and reduce outstanding debt.
  • Kept up to date with training requirements and regulatory changes.

Purchase Ledger Assistant

Various Companies in Aberdeen and Cambridgeshire
Aberdeen, Cambridgeshire
02.1998 - 01.2002
  • As data entry clerk plus these additional duties:
  • Managed accounts, processed invoices, and monitored incoming and outgoing payments.
  • Resolved billing discrepancies and addressed client queries in timely and professional manner.
  • Prepared weekly, monthly, and annual financial reports to support accurate financial planning and reporting.
  • Verified supplier invoices against procurement records to ensure accuracy and compliance.
  • Reconciled supplier statements, promptly identifying and resolving discrepancies.
  • Generated detailed purchase ledger reports to support informed decision-making.

Purchase Ledger Data Entry Clerk

Various Companies in Aberdeen and Cambridgeshire
Aberdeen, Cambridgeshire
05.1995 - 01.1998
  • Maintained accurate general ledger and journal entries in line with accounting standards.
  • Coordinated purchase orders to avoid payment delays and ensure smooth supplier transactions.
  • Updated supplier records and ensured accuracy of all outgoing payments.
  • Maintained and organised and up-to-date filing system for all ledger documentation.
  • Ensured strict confidentiality of financial data and compliance with relevant regulations.
  • Stayed up to date with all required training and regulatory changes.

Education

Diploma - Maths and Computing

Open University
/1998 - /2004

Microsoft Certified Systems Engineer -

Microsoft Worldwide Learning
/2001 - /2003

MS OFFICE EXPERT -

Microsoft Worldwide Learning
/2003 - /2003

ATT Level 2 - Accounting

College of West Anglia
Wisbech
/1995 - /1996

9 GCSE A-C - Various

Wisbech Grammar School
Wisbech, Cambridgeshire
/1992 - /1992

Skills

  • Positive attitude
  • Customer service excellence
  • Expert in Microsoft Office 2000
  • Specific Knowledge of Windows OS
  • Knowledge of Office 365
  • Mentoring and training experience
  • Experienced ITIL practitioner
  • Knowledge of Cybersecurity Solutions
  • VoIP systems understanding
  • Broadband systems expertise
  • Knowledge of ip networks
  • Technical documentation
  • Network troubleshooting
  • Infrastructure testing
  • Systems Analysis


Affiliations

I volunteer with the RVS to help the elder population feel a little less lonely. My hobbies include crafts and the outdoors.

Timeline

1st Line Broadband Engineer

Sky UK (Tele Tech)
09.2011 - 12.2012

Network Manager

Meadowgate Special Needs School, Wisbech, Cambridgeshire
01.2002 - 07.2011

Credit Control Assistant

Various Companies in Aberdeen and Cambridgeshire
02.1998 - 01.2002

Purchase Ledger Assistant

Various Companies in Aberdeen and Cambridgeshire
02.1998 - 01.2002

Credit Control Data Entry Agent

Various Companies in Aberdeen and Cambridgeshire
05.1995 - 01.1998

Purchase Ledger Data Entry Clerk

Various Companies in Aberdeen and Cambridgeshire
05.1995 - 01.1998

Diploma - Maths and Computing

Open University
/1998 - /2004

Microsoft Certified Systems Engineer -

Microsoft Worldwide Learning
/2001 - /2003

MS OFFICE EXPERT -

Microsoft Worldwide Learning
/2003 - /2003

ATT Level 2 - Accounting

College of West Anglia
/1995 - /1996

9 GCSE A-C - Various

Wisbech Grammar School
/1992 - /1992

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Thalia Brown