Greater London, England, United Kingdom
During my time at Generation, I completed an immersive program that developed my technical, analytical, and communication skills in IT service management. Led and delivered a project focused on cloud computing, exploring cloud models, infrastructure, and deployment concepts. Diagnosed, troubleshot, and resolved incidents across hardware, software, networking, and mobile systems to ensure optimal performance. Managed service requests and incidents through ticketing systems, maintaining accurate records, clear documentation, and timely escalations. Provided professional, high quality technical support across multiple channels - including phone, email and webchat - while meeting key performance targets. Continuously sought opportunities to expand technical expertise and soft skills to enhance customer experience and team collaboration. Maintained comprehensive incident documentation and contributed to the team's knowledge base to support efficient problem resolutions.
Following the birth of my son, I chose to take a career break to assist my partner in his upbringing. During this period, I pursued a Cybersecurity Professional Certificate on Coursera, certified by Google, to enhance my IT skills and prepare for a future role in the tech industry. Additionally, I undertook temporary work as an Assistant to a Director, managing a property portfolio and honing my administrative and communication abilities. I am now fully prepared and eager to return to full-time employment in an IT-oriented position.