Thomas Brown
Summary
Dedicated professional with a strong foundation in helpdesk operations and customer service, complemented by a solid understanding of SQL databases. Proficient in Python and C++ coding, demonstrating technical versatility and problem-solving capabilities. Committed to leveraging skills in technology and customer interaction to drive efficiency and enhance user satisfaction.
Overview
1
1
Certification
11
11
years of post-secondary education
1
1
year of professional experience
Work history
1st Line Service Desk Analyst
Torus
Liverpool, Merseyside
09.2025 - Current
- Investigated reported issues thoroughly before escalating them further up the line.
- Contributed significantly towards the successful roll-out of new software applications across departments.
- Helped identify recurring faults and proposed long-term solutions for improvement.
- Worked proactively on critical incidents, minimising potential negative impacts on business operations.
Service Desk Analyst (Apprentice)
Torus
Liverpool, Merseyside
08.2025 - 10.2025
- Simplified complicated tech jargon into layman's terms for better comprehension amongst end-users.
- Enhanced team efficiency by facilitating professional development workshops.
- Communicated complex technical information clearly, enhancing user understanding of issues.
- Delivered efficient solutions to technical problems, boosting user satisfaction rates.
Education
Bachelor of Arts - Game Design
University of Central Lancashire
Preston 09.2019 - 06.2022
BTEC - Game Development
Cowley International Sixth Form
St Helens 09.2017 - 06.2019
BTEC - Engineering
Cowley Internation Sixth Form
St Helens 09.2017 - 06.2019
10 GCSE's including English & Maths -
St Cuthberts Catholic High School
St Helens 09.2012 - 07.2017
Skills
- Helpdesk experience
- SQL database understanding
- Python and C coding
- Customer Service
Certification
- C++ Intermediate (Sololearn)
- Introduction to Cybersecurity (Cisco)
References
References available upon request.
Timeline
1st Line Service Desk Analyst
Torus
09.2025 - Current
Service Desk Analyst (Apprentice)
Torus
08.2025 - 10.2025
Bachelor of Arts - Game Design
University of Central Lancashire
09.2019 - 06.2022
BTEC - Game Development
Cowley International Sixth Form
09.2017 - 06.2019
BTEC - Engineering
Cowley Internation Sixth Form
09.2017 - 06.2019
10 GCSE's including English & Maths -
St Cuthberts Catholic High School
09.2012 - 07.2017