JAKE TURNER1st Line Support

AREA OF EXPERTISE

PC hardware, peripherals and Microsoft desktop OS and Linux

Managed firewall service

Backup systems

Microsoft Exchange and Active Directory

Outlook, Outlook Express

Internet services (mail, web, anti-spam)

Website Designs(HTML,CSS, minimal JavaScript and PHP)

PERSONAL SKILLS

Excellent telephone manner

Customer focused

Hard working

PERSONAL SUMMARY

A highly competent and enthusiastic 1st line support specialist, with experience of providing advice and practical assistance to system users via the IT service desk telephone system and remote support software tools. Highly focused with a comprehensive understanding of dealing with 1st line support calls.

Having worked in a car diagnostics industry under a 1st line support role for technical support and advice I am now looking for my big break and building the ladder to a successful career in my childhood dream, I feel helping people with their technical needs is my idea of fun as it gives me the experience ranging from different software types and conflictions to a more demanding experience in the hardware side of things. Having built and maintained my own machines since a young age has given me a lot of working experience which I hope to be good use to someone in the coming future.

Now looking for a suitable position with an ambitious & exciting company

WORK EXPERIENCE

Sainsbury’s WarehouseWarehouse OperativeDecember 2016 to Present Loading multiple pallets worth of stock while handling an MHE truck. while using, a hand-held system known as a clock. which tracks performance and pick rates, this is a very fast environment, currently working here as a gap job until i find another Job in my chosen career

Control Risks – London BridgeJunior Service Delivery AnalystMay 25rd 2016 – 21st August 2016Asset Sheet update for both IPhone / LaptopsLaptop Builds / RefreshesMobile Phone Setups / Refreshes Such as Blackberry and IPhone 5sRemedy force ticketing systemStock Control Stock Order ControlClient facing roleSCCMAD / Quest – Account Creation and Account DisableMicrosoft Exchange – License AssignmentsGood Work (Blackberry Server Administration)02 User Administrations – Number Assignment, Tariff Changes, SIM Changeover EPOS Server (MacAfee Encryption) – Recovery by admin and by machine, user re-assignment etc.LYNC Server AdministrationResolving Issues such asDocking Stations, Multiscreen, Avaya Desk Phone Support, Windows 7 Troubleshooting, Lockout Tool, Microsoft Office 2010/13 / Lync

PERSONAL DETAILS

Jake Turner, 237 Holt Close, Thamesmead SE28 8LF

T: 0208 310 4048E: jake.t@live.co.uk

DOB: 07/04/1992 Driving license: Yes Own a car: YesNationality: British

WURTH UK – ErithCar Diagnostics Technical Support May 23rd 2015 – December 12th 2015

Providing advice, support and practical assistance to system users via the IT service desk telephone system and remote support Team viewer Logging and processing support issues via telephone or outlook and word excel whilst ensuring a high level of customer service with a can do attitude even when under high amount of pressure, as when dealing with garages from all over the pond they require a lot of their diagnostics to be fixed within a certain time to fix their clients vehicles and somewhat a lot of this role was a mid-role between 1st line and second line support as sometimes it was a case of having their machine delivered to WURTH and having the hardware checked and tested, if it was a case of a HDD needing a replacement or if it was a case of it needing to be sent back to Germany for further testing and repairs. Of which required costs not only to the client but also WURTH as a company.

A lot of our fixes would range from Bluetooth resets, com ports needing to be manually handled rather than on the fly, or firewall blocks and has been times where I have had to go into the customers own broadband router options to see if it was blocked to unblock the ports that would talk to Germanys routers, being that this equipment was not just hardware, it was mainly software that would run on a windows based platform.

British Armed Forces – BexleyheathREME Trainee2015 – 2015 (6/7 months

In this role, I was training to become a REME, this was a more intensive role and included a lot of understanding of the vehicle industry.

Wilko Hardware Retailer Warehouse Worker2013-2015

Stock Control and customer service face to face / phoneRegular price checking and updatesUnderstanding customers’ needs and satisfactionsHelping the elderly with shopping and loading of vehiclesSetting up promotional offers and shelving arrangements according to requests.

British Armed Forces Gunner2012-2013

Attending to all duties requested as well as attending courses in surrey and heronsgate to further a career in the armed forces.This involved keeping all equipment and backs packed to a certain way so that everything had a place and could fit neatly. Understanding the dangers of ones mistakes during a warfare environment

KEY SKILLS AND COMPETENCIES

Proficiency in the troubleshooting and resolution of all client queries. Good problem solving skills along with the ability to maintain calm under pressure. Basic understanding of PC hardware set-up and configuration. A methodical and structured approach to problem solving.

ACADEMIC QUALIFICATIONS

Woolwich Poly School – Thamesmead 2003 – 2008

Literacy and Numeracy – C EquivalentArt & Design - CICT – ADT – D

North West Ken College – DartfordLevel 2 BTEC Diploma – IT and Telecoms professionals Level 2 BTEC Diploma – ICT Systems and Principles2012 - 2013

REFERENCES – Available on request.