Ethan Washington Email & Phone Number

Manchester, Gb

Manchester, England, United Kingdom

- Use excellent communication skills to understand and document customer issues via phone, email, or self-service system.- Troubleshoot, diagnose and resolve a vast selection of software problems and bugs. - Apply technical knowledge to diagnose and resolve customer problems using FreshDesk and Atlassian Jira.- Maintain customer data, system information, and incident records for knowledge base purposes. - Use Papertrail, Site247 and PagerDuty to monitor and examine error messages and performance.- Using SQL Server Management Studio to view and administrate customer databases.- Using SQL to select, update, join, remove and insert data.- Support and configure API calls for integration with other applications.- Ensure website performance and accurate database information.- Liaise with other teams (Platform, Development and Projects) to improve development and delivery processes.- Amend and configure software for businesses and county councils around the UK.- Complete reports for customers and internal management.- Provide assistance when needed. Escalate concerns as appropriate.- Examine various file types (XML, JSON) for poor data and inconsistencies.- Work effectively with initiative to handle multiple priorities and ensure high customer satisfaction.

Stoke-On-Trent, England, United Kingdom

- Provided prompt and efficient technical support to end-users, troubleshooting hardware and software issues to ensure minimal downtime and optimal system performance.- Collaborated with cross-functional teams to diagnose and resolve complex technical problems, utilizing strong analytical and problem-solving skills to deliver satisfactory solutions within tight deadlines.- Proactively monitored and maintained network infrastructure, identifying and addressing potential vulnerabilities and implementing necessary security measures to safeguard sensitive data.- Conducted comprehensive training sessions for new hires and non-technical staff, effectively explaining complex technical concepts in an accessible manner to enhance overall user proficiency and reduce support requests.

Stoke-On-Trent, England, United Kingdom

- Completed a 6-month temporary contract with MWI Animal Health (Amerisource Bergen), focusing on deployment and installation tasks.- Deployed IT systems in various veterinary practices across the UK, including imaging user devices, OS installation, and software setup (e.g., 'Merlin').- Managed on-site installations of networks and end-point devices, involving the installation of two routers (one for Voice/Phone systems and a secure Fortinet router for data).- Conducted port patching into patch panels to activate sites and subsequently implemented hardware, including PCs, network printers, scanners, tills, and provided wireless devices to staff for off-site use.- Participated in the disposal of redundant hardware at the Stoke office, overseeing inventory management and coordinating with a third-party recycling company to erase data and facilitate resale/recycling after a 6-week quarantine.- Volunteered assistance in resolving a network issue at the Stoke-on-Trent office, utilizing IT support experience to troubleshoot, create a network diagram, identify failure points, and collaborate with the MWI IT Support Team and manager to investigate and resolve the issue. This included addressing broadband speed drops and a faulty switch, enabling the resumption of efficient device imaging and configuration.

Stoke-On-Trent, England, United Kingdom

- Advanced from NHS-funded Technical Support apprenticeship to IT Technician role in six months, earning a BTEC Qualification through self-study.- Specialized in Helpdesk operations, including troubleshooting, remote issue resolution, and escalations to 2nd Line or Networking teams.- Developed expertise in resolving technical challenges in Windows 7 and 10, Microsoft 365, third-party applications, Cisco IP phone systems, printers, and healthcare software.- Proficient in guiding users through self-help procedures over the phone, even without internet connectivity.- Collaborated with the 2nd Line team on hardware repairs and LAN port patching during the apprenticeship.- Committed to NHS data security, managing password changes and secure VPN proxy usage for remote users.- Utilized Windows PowerShell for network issue resolution with internet access.- Supported up to 60,000 users in Staffordshire and Shropshire Health Informatics Service (SSHIS), adapting services to different NHS sites' software environments and protocols.- Played a key role in a Windows 10 deployment initiative at Harplands Hospital, upgrading over 300 devices in a three-day timeframe, demonstrating proficiency in large-scale IT implementations.

Stoke-On-Trent, England, United Kingdom

- Worked as a part-time customer service assistant at Morrisons, Festival Park.- Responsibilities included shelf stacking with a focus on stock rotation, ensuring newer stock was positioned at the back and older stock at the front.- Assisted customers in locating products and provided high-quality customer service.- Occasionally involved in unloading new stock from delivery lorries and organizing it in the store warehouse.- Participated in shelf takedowns, inventory management, and reconfiguring store aisles, especially during seasonal changes (e.g., Easter, and Christmas).- Concurrently held a part-time position at HLC Petrol Station in Baddeley Green, Stoke-on-Trent.

Stoke-On-Trent, England, United Kingdom

- Employed as a part-time Petrol Station Attendant at HLC Limited, formerly a host for Shell Petrol (now closed down).- Responsibilities included shelf stocking, customer service, and handling fuel deliveries from Shell.- Completed 40 hours of online training, conducted at home without pay, to ensure competence in handling fuel deliveries and understanding the onsite risks, including fuel spills and customer safety during refuelling.- Trained to activate fuel pumps only after verifying customer age, ensuring the vehicle's engine was not running, and confirming no smoking or vaping was taking place.- Committed to regular cleaning duties at the petrol station.

Stoke-On-Trent, England, United Kingdom

- Employed as a Factory Operative at Cubis Systems in Biddulph Moore.- Responsibilities involved the precision moulding and heat-curing of fibreglass materials, resulting in the production of various products, including gas meter covers and arrow components, commonly used in archery equipment.

Stoke-On-Trent, England, United Kingdom

- In addition to my warehouse experience, I also contributed to the manufacturing sector by working at both Churchill Ceramics and Dudsons Limited as a Pottery Worker.- My role primarily involved operating the Biscuit Kiln, which included tasks such as meticulously placing clay moulds onto bungs for the firing process.- I also assumed the role of a Quality Inspector, diligently ensuring that ceramics with any imperfections, particularly cracks, were promptly identified and prevented from progressing to subsequent stages of production.

Stoke-On-Trent, England, United Kingdom

- Accumulated valuable experience in the warehousing sector through roles as a Picker/Packer and contributing to dispatch operations.- Worked at various warehouse facilities in collaboration with a staffing agency.- Notable sites where I applied my skills include: Dunelm Distribution Centre 2,National Veterinary Service Warehouse in Kidsgrove, and New Look Warehouse

Stoke-On-Trent, England, United Kingdom

- Commenced my career journey by enrolling in an IT apprenticeship program immediately after completing my schooling, a position situated within a small, family-operated enterprise in Alsager.- During the apprenticeship, I assumed diverse responsibilities, adapting to the multifaceted nature of the business. My primary focus was on the repair of hardware-related issues in various devices, encompassing tasks such as rectifying loose connections to motherboards, resolving printer jams, and replacing device monitors/screens.- Additionally, I received comprehensive training in Windows installation procedures, including the deployment of a pre-defined Windows build. This customized installation included essential third-party applications, such as antivirus software, remote support tools, and other PC healthcare utilities like Defraggler and CCleaner.- Despite my genuine enthusiasm for the role and its valuable learning experiences, I ultimately chose to conclude this apprenticeship due to the logistical challenges of commuting via two buses to the workplace and back, compounded by the limited compensation of £2.80 per hour. This decision, however, only fueled my determination to pursue a career in the field of IT.

Completed 240 Credits Towards A Bsc In Cyber Security, Cyber Security

Modules completed: Digital Technologies Networking Concepts and Cyber Security Software Development and Application Modelling Web.

A-Level, Equivalent In It Technical Support (Btec Level 3)

Gcse