Reece James

Technical Support Specialist with over 10 years of combined experience spanning Tier 1/2 broadband engineering support, corporate service desk ticketing, infrastructure deployment, and hardware/software troubleshooting. Proven track record of taking full ownership of end-to-end incident lifecycles within strict SLA environments. Adept at translating complex networking and system anomalies into clear, user-friendly solutions.

Recognized for strong analytical logic, peer mentoring, and a self-driven ability to manage workflows independently in 100% remote environments.

Customer Coordinator (Starlink Deployments) at Frontier Installations (2025-11 – 2026-04)

Redundancy

• Managed and monitored the centralized CRM queue to handle incoming technical deployment queries and site installation requests.
• Spearheaded real-time scheduling, geographical routing, and technical dispatching for field engineers installing satellite broadband hardware.
• Served as the primary technical liaison between field engineers and end-users to troubleshoot real-time installation and connectivity blockers.
• Audited and documented non-standard or declined installations; re-engineered workflows to ensure absolute completion of outstanding site deployments.

Technical Customer Service Advisor at Utility Warehouse (2022-09 – 2025-11)

• Provided comprehensive Tier 1 and Tier 2 remote technical support for residential broadband, FTTH/FTTC connections, PSTN home phones, and mobile networks.
• Diagnosed complex layer 1–3 network issues including sync drops, high attenuation, authentication errors, Wi-Fi channel interference, and router configuration faults.
• Took complete ownership of the incident lifecycle, consistently achieving high First-Contact Resolution (FCR) rates against strict corporate SLAs.
• Handled complex technical escalations and complaint callbacks on behalf of upper management; authored clear documentation for cross-departmental escalations.
• Acted as a peer-to-peer technical coach, mentoring new hires on network troubleshooting logic and customer communication strategies.

Tier 2/3 Case Handler at NHS Test and Trace (Sitel) (2020-05 – 2022-02)

• Managed sensitive, high-priority case lifecycles, performing digital data collection, triage, and accurate incident auditing within secure cloud databases.
• Interpreted rapidly changing compliance guidelines to ensure precise, SLA-compliant information dissemination under high-pressure conditions.
• Executed risk assessments and successfully escalated complex or anomalous vectors to senior public health clinicians.

IT Technician (Self-Employed) at Freelance (2015-08 – 2020-05)

• Engineered, built, tested, and upgraded bespoke high-performance computer architectures and server configurations to exact client specifications.
• Provided end-to-end remote desktop and on-site technical support covering software deployment, malware removal, system optimization, and data recovery.
• Designed, configured, and maintained remote network environments, peripheral arrays, and specialized live-streaming software integrations.

Technical Support Assistant at PCMS Group (2014-02 – 2014-06)

• Served as a First-Line IT Service Desk Analyst, capturing incoming technical incidents via email and web portals for enterprise clients.
• Classified, logged, and tracked system, software, and hardware errors utilizing enterprise ticketing infrastructure against strict SLA benchmarks.
• Authored technical solution notes and internal knowledge base articles to accelerate future incident resolution times.

Computer Technician & Retail Assistant at Megabyte PCs (2012-08 – 2013-01)

• Performed bench-level hardware diagnostics, component replacements, board-level repairs, and operating system reinstalls on client computers.
• Provisioned and installed physical SMB business networks, including structured cabling, switch configurations, and network resource sharing.

Customer Service Advisor (Seasonal Campaign) at Interflora (2018-03 – 2018-03)

Customer Service Assistant at Capita (Transport for London) (2015-03 – 2015-06)

General Labourer at C Evans Installation, Coventry (2008-07 – 2012-07)

IT Essentials in PC Hardware & Software – Cisco Networking Academy

Level 1 in IT Systems Support (7262) – City & Guilds

Level 1 in IT Users (Enhanced) – City & Guilds

BTEC Level 2 Diploma / Functional Skills English Level 2 – Henley College Coventry

GCSEs in AiDA, DiDA, CiDA (Distinctions in Digital Applications/Information Technology) – Foxford Community College