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Ben Williams• 142 Townsend Mews, Stevenage, Hertfordshire, SG1 3BQ •
• Mobile: 07473304904 •• https://www.linkedin.com/pub/benwilliams/3b/84a/64 •
Summary
I am a mature 24-year-old seeking work with a reputable company with a drive for future progression. I have worked previously in several customer facing roles until 2013 where I made the move into the IT industry to start a career and develop within. My experience with working in different customer environments has lead me to have the people and communications skills to be able to make relationships with people from all walks of life. I would be able to bring to the work place someone who is a team player, but able to work independently whilst working to meet the end objective. I am someone who works hard, is efficient and eager to learn new things. I thrive to get stuck in and enjoy using my current skills, whilst working with others to learn new ones or better ways of working.
Education
2009 Uniformed Public Services,Oaklands College, Welwyn Garden City – Passed with Merit Level
2008, Stanborough SchoolGCSE, English, Maths, Science, Religious Education, Business Studies, Geography, ICT & Multimedia.
Experience
1/16 – Fujitsu Services - Service Control Officer Service Control Officer on the Marks & Spencer Service Desk. I moved to this role to help them in December ’15 to help them develop with their reporting, however due to the movement of the Mercedes account, I was offered a permanent move to this desk. On this desk, I am responsible for the day to day reporting, noticing and reporting on any trends, feeding into the Service Delivery Manager with information, graphs and stories for a weekly Service Review pack with the account team as well as handling escalations from customers in both Head Office locations and Stores. I also liase with the Account Team during high priority incidents acting as a point of contact between the desk and customer themselves.
9/14 – Fujitsu Services - Team Leader (Product Support EngineerTeam Leader on the Service Desk of 14 agents provided by Fujitsu for Mercedes Benz. Alongside the Team Manager of the desk, responsible for reporting day to day figures, attendance, agent performance and data collection, personal 1-2-1s and call coaching. Also responsible for knowledge and process documentation and maintaining a knowledge base used by the agents to assist with the logging of interactions.
6/13 – Fujitsu Services – 1st Line Service Desk AgentWorking on a busy IT Service Desk, providing IT support for all sections within Mercedes Benz. Role includes taking calls from business partners, whether internal or external and logging all faults with software, hardware and network equipment. Day to day work includes using Syntellect Call Managing System, CISM Call Logging Website, Ultra VNC & Remote Assistance, Office Suits and all Mercedes Benz applications.
2/11 – 3/14 – Hertfordshire Police – Special Constable
Volunteer Police Officer working with a dedicated Response Team attending all incidents with a paired officer. Working on Response was a fast paced environment, with every shift sending us to different jobs with many different people. I worked a variety of shifts from Mornings to Nights, covering several areas within Hertfordshire. I believe this job has taught me what I know about the many different types of people and how to meet their individual needs.
7/12 – 12/12 – Tesco (Through Recruitment Agency) – Print FinisherAt Tesco, I worked as a Print Finisher in their busy Cheshunt Head Office. As a finisher, I completed the final stages of work which included booklet making, stapling, binding and boxing work up.
1/12 – 3/12 – Sainsburys – Team LeaderMy role at Sainsburys was as a Trainee Team Leader. This meant that although I was going through their training scheme, I was completing the training whilst fulfilling the role alongside my mentor. When he was on annual leave, I completed the day to day running of the department which included solo floor walks, dealing with complaints and managing stock levels on display and the staff within the department.
6/11 – 12/11 – Tesco (Through Recruitment Agency) – Resource & Talent Planning Co-OrdWorking on a team of two, we were responsible for the placements of students across England, Ireland & Wales ensuring they had continuous work available to them during both term and non-term times. This was a service provided by Tesco whereby they aim to keep all their staff who are studying away from home in work with regular hours available to them to suit their requirements.
4/10 – 9/10 – John Lewis PLC – Sales AssistantCompleting sales within the busy Audio & TV department in a John Lewis store located in a busy town centre. Being based on the Shop Floor engaging with customers providing technical assistance about the products on display, providing demonstrations where needed and then processing any items they wished to purchase.
References available upon Request.
