Andreen Scott
Birmingham,West Midlands
Summary
Technically skilled and customer-focused IT Support Technician with over two years of experience delivering first and second line support across government, SaaS, and education sectors. Adept at resolving technical issues, configuring devices, and maintaining endpoint security and infrastructure in busy, high-demand environments. Experienced with Microsoft 365, Active Directory, VPN, SCCM, and ITSM tools. Currently, I am SC cleared and pursuing CompTIA A+ certification to enhance my technical capabilities. Dedicated to delivering clear communication and outstanding customer service in both remote and desk-side support settings.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Halton Region
Oakville, Ontario
02.2025 - Current
- Provided front-line customer service via phone, email, and in-person inquiries, ensuring a high level of professionalism and efficiency.
- Assisted residents with inquiries related to municipal services, including waste management, water billing, housing, and public health programs.
- Resolved customer complaints and escalated complex issues to appropriate departments, while maintaining customer satisfaction.
- Maintained detailed records of customer interactions using CRM software, and ensured timely follow-ups on outstanding inquiries.
Service Desk Analyst
OneAdvanced
Birmingham, UK
10.2023 - 11.2024
- Delivered 1st and 2nd line IT support to internal users, managing approximately 200 tickets monthly across hardware and software issues.
- Collaborated with third-level support teams to resolve complex technical challenges.
- Developed and implemented an IT knowledge base, reducing incoming tickets by 30%.
- Communicated technical solutions clearly to non-technical users via phone and email.
- Managed incident resolution within SLAs while ensuring customer satisfaction.
- Collaborated with cybersecurity teams to maintain system security by enforcing endpoint protection and system hardening.
- Supported Microsoft 365 and Active Directory environments; maintained printer, telephony, and VPN configurations.
Customer Service Advisor
Collegiate AC
Birmingham, UK
05.2023 - 09.2023
- Provided exceptional customer service, handling inquiries, bookings, and complaints professionally.
- Ensured efficient customer flow and provided excellent service.
- Maintained an organized workspace and managed guest relations.
- Built relationships with clients, enhancing customer loyalty and satisfaction.
- Maintained records using StarRez, Salesforce, and Monday.com, improving efficiency by 30%.
Education
Bachelor's - Forensic Science
Liverpool John Moores University
Liverpool06-2022
Level 3 BTEC Extended Diploma - PUBLIC SERVICES
Sandwell College
Birmingham, West Midlands06.2019
GCSE -
Lordswood Girl's School
Birmingham, West Midlands07.2017
Skills
- Technical Support: 1st/2nd Line Support, End User Device Management, Ticket Resolution
- Systems & Platforms: Windows 10/11, macOS, Microsoft 365, Active Directory, SCCM, BitLocker
- Networking: TCP/IP, DNS, DHCP, VPN
- Tools: ServiceNow, Salesforce, StarRez, MobileIron, Remote Desktop, Microsoft MDT
- Soft Skills: Clear Communication, Troubleshooting, Documentation, Team Collaboration
- Compliance & Security: Endpoint Protection, GDPR Awareness, Incident Reporting
Certification
- TryHackMe Pre-Security & Cybersecurity (2023)
- Code First Girls – Intro to JavaScript (2024)
- Udacity – Intro to Python (2023)
- CompTIA A+ (In Progress)
- Learning Linux Command Line, LinkedIn (2023)
Additional Qualifications
- SC Cleared
Timeline
Customer Service Representative
Halton Region
02.2025 - Current
Service Desk Analyst
OneAdvanced
10.2023 - 11.2024
Customer Service Advisor
Collegiate AC
05.2023 - 09.2023
Bachelor's - Forensic Science
Liverpool John Moores University
Level 3 BTEC Extended Diploma - PUBLIC SERVICES
Sandwell College
GCSE -
Lordswood Girl's School