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Owen McDermott E-mail address: owenmcdermott@outlook.com

Contact number: 07534114788 Address: 42 Hockley Road, Tamworth, Staffordshire B77 5EE

Work experience

B.S Net Ltd Feb 2013 — Feb 2014

IT Apprentice (1st Line Support Engineer)

During the first 6 months of the Apprenticeship my time alternated between B.S Net Ltd and College. Time spent at college is where I completed an Extended Diploma in ICT Systems and Principles + Diploma in Professional Competence for IT & Telecom Professionals.

Working in 1st Line Support meant that I was on the front line; this allowed me to develop my communication skills and also technical skills.

Being a 1st Line Support Engineer, you have to be alert especially when working to a strict SLA. There is a lot of responsibility being in that position, which I feel I handled well.

Being in a small team definitely helps build your skill-set a lot quicker, but makes it easier to communicate too! The main responsibilities within my role were:

Being the first on the phones

Logging Support requests as they come in Dealing with Support requests

Being extra-friendly with the customers, ensuring them they are in good hands

Logging appropriate time-entries

Always updating the customers first

Keeping to a strict SLA deadline

B.S Net Ltd Feb 2014 – March 2015 Sales and Marketing Assistant

After completing my competency, the decision was made for me to move into Sales and Marketing. This was due to my customer-relationship skills and B.S Net Ltd felt I would be better suited in this area.

Main responsibilities within this role were:

Dealing with Sales Enquiries Creating/Managing

Quotations

Dealing B2B, dealing with any IT Requirements Creating opportunities for new potential clients

Using Social Media Platforms to help promote business

Work by weekly set goals (Sales Performance)

E-mail marketing

Social Media Management/Tracking

Social Media Engagement Assessment

Planning Social Media posts

Profiling clients for marketing, to ensure we segment our clients correctly

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A few achievements have been made during this period:

Microsoft SSA SMB Certified

BTEC Level 3 in Social Media Marketing

Quiss Technology Plc March 2015 — March 2016

Technical Analyst (1st Line Support)

Moving to Quiss Technology allowed me to massively widen my skill-set within IT - after a year in a Sales/Marketing role.

Working as a 1st Line Support Analyst for a larger company has shown me how to deal with high call volumes and working from a larger list of calls.

There was a wider-variety of different applications I had to get used to, and I now believe this has become highly beneficial.

The main responsibilities within my role were:

Completing Daily Backup Checks, Reporting to client if a failure had occurred

Being the first on the phone, taking sufficient details to complete end user requests

Logging call information on the Call Management System, ensuring that appropriate time entries were added

Reporting to Management Team of any Major Incidents (Site Down, Disk Failure etc.)

Provide remote support to clients via Remote Desktop Software (Bomgar)

Escalating requests to the correct level of support, if required

Keeping to a very strict SLA, ensuring that the highest level of customer support was provided

The role was Rota-based so I have no issues with shift patterns or working any overtime.

Qualifications Extended Diploma in ICT Systems & Principles Diploma in Professional Competence for IT & Telecom Professionals Microsoft Sales Specialist Certified for Small Businesses BTEC Level 3 in Social Media Marketing BTEC Level 3 in Vehicle Maintenance and Repair Technologies

Education

Diploma in Professional Competence for IT & Telecom NiTP, Tamworth

Feb 2013 — Feb 2014

Extended Diploma in ICT Systems & PrinciplesDiploma in Professional Competence for IT & Telecom Professionals

Activities and Societies:

Team Building, Coding, Hardware Fault Diagnosis, Presentations, Assignment Work, Visit to BBC Manchester and Technical Q+A.

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Interests

Social Media:

Facebook, Instagram, Vine, Pinterest, Twitter, LinkedIn etc.

Blogging and Technology News:

Mashable, BBC Technology, Guardian Technology, Tech Radar, Wired, Tech Crunch etc.

Spending the evenings and weekends with my children.

Socialising with friends

References

References available upon request.