BigO BigO

A dedicated and adaptable individual with a strong background across IT support, customer service, and team supervision, bringing a well‑rounded blend of technical capability and service excellence. Experienced in supporting end users, resolving complex technical issues, and maintaining high operational standards within fast‑paced environments. Equipped with strong communication, problem‑solving, and organisational abilities, complemented by hands‑on expertise in system troubleshooting, software management, and security awareness.

Demonstrates a consistent commitment to efficiency, accuracy, and high‑quality service delivery. Now seeking opportunities within the IT sector to further apply and expand technical support capabilities.

Self-development (2026 )11 – Present) • Actively developing personal and professional skills through structured learning.

• Continuously building cybersecurity knowledge by joining bootcamps and practicing hands‑on labs.
• Strengthening expertise in areas such as network security, threat detection, and secure configuration.
• Improving learning effectiveness by setting clear goals and tracking progress regularly.

Desktop Support

Engineer at Teleperformance UK (2022-11 – 2024-11) • Maintained and troubleshot computer systems, hardware, and software to ensure smooth daily operations.

• Diagnosed and resolved technical issues, providing timely support to end users across the organisation.
• Installed and configured hardware, software, and user accounts while ensuring compliance with security protocols.
• Assisted with network connectivity issues and performed system updates to maintain optimal performance.
• Ensured all IT equipment operated correctly through routine checks and maintenance.
• Created and updated documentation for issue resolution and contributed to IT knowledge bases.
• Provided both remote and in‑person technical assistance to staff on a wide range of IT topics.
• Collaborated with IT teams to implement new technologies, upgrades, and performance improvements. Team Leader at Transport for London (2021-06 – 2022-11) • Managed a team of customer service representatives, overseeing daily operations and service delivery.
• Led training sessions to enhance staff capability in resolving customer issues and providing accurate information.
• Implemented strategies to improve customer satisfaction and streamline refund processes.
• Assisted individuals experiencing difficulties with barriers, offering solutions to support smooth travel.
• Worked with senior management to develop and implement customer service policies and procedures.
• Oversaw resolution of complex customer enquiries, ensuring a positive customer experience.
• Monitored performance metrics to track productivity and identify improvement opportunities.
• Demonstrated strong leadership in guiding the team to achieve departmental goals.

Customer Service

Advisor at NHS Call Centre (2020-09 – 2021-05) • Responded to public queries regarding coronavirus guidance and vaccination procedures.

• Assisted with booking vaccination appointments for high‑risk individuals and young children.
• Followed strict procedures to ensure callers received accurate and clear information.
• Managed high call volumes while maintaining service quality and prioritising public support.
• Maintained accurate records of appointments and updated databases efficiently.
• Contributed to public health efforts by facilitating access to essential vaccination services.
• Collaborated with colleagues to improve call‑handling processes and overall service quality.
• Received positive feedback for exceptional customer service, clarity, and efficiency.

Customer Service

Representative at Argos (2019-04 – 2020-01) • Delivered excellent customer service both face‑to‑face and over the phone.

• Demonstrated reliability, honesty, and strong teamwork in daily operations.
• Managed deadlines and priorities while maintaining high service standards.
• Assisted customers with past and current orders, using initiative to resolve issues effectively.
• Provided support across the department to enhance the overall shopping experience.
• Recognised as Employee of the Month five times for outstanding performance.
• Promoted to Team Manager within a year, demonstrating strong leadership and dedication.
• Developed team management skills, training new staff and coordinating daily store operations.

Hotel

Receptionist at Premier Inn (2018-01 – 2018-11) • Managed telephone enquiries and handled reservations, cancellations, and booking modifications.

• Maintained a tidy and welcoming reception area to uphold hotel standards.
• Greeted guests, supported check‑in procedures, and ensured a smooth arrival experience.
• Processed payments accurately for accommodation and additional services.
• Provided guests with information on local attractions, dining options, and transport.
• Promoted room upgrades and additional services to increase revenue.

SVQ Level 3 Customer Service Apprenticeship (2020)

Diploma in Level 4 Customer Academic Achievement Award

Member of Custom Social Union

GCSEs in Maths and English – IWA Apex School (2019-01)