CURRICULUM VITAE
James Bilsbrough
Bournemouth, UK
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Personal Statement
I’m an experienced technical support analyst, with over 10 years of experience in support roles, working across a range
of telephone and e-mail support roles, as well as providing remote support via video and voice calls.
I’m passionate about technology, always striving to learn more and further my skillset. I believe every task should be
given 100% e ort and that attention to detail is key in resolving issues and providing the best level of support.
I am a patient person, even under pressure or when dealing with challenging customers, and always answer any
questions in a polite and respectful manner, regardless of who Iʼm speaking to. I work well by myself as well as part of a
team and feel I contribute meaningfully to the wider team and business.
Key Skills
• Excellent written and spoken English skills.
• Polite and reassuring phone manner.
• Strong listening skills and the ability to analyse a problem from information provided.
• Strong Microsoft O ce 365 and Google Workspace skills, including administration of both platforms.
• Experience supporting various SaaS products, with a wide range of users and skill levels.
• Experience with a range of ticketing systems and business tools (e.g HelpScout, HappyFox, Solarwinds, Con uence)
• Experience providing remote support via tools like TeamViewer.
• Experience raising bugs and issues with tools like JIRA and Manuscript
• Knowledge and understanding of escalation paths.
• Good time management and ability to meet deadlines.
• Wide range of experience in desktop support for Windows, Linux, and macOS.
• A good understanding of mobile operating systems (iOS and Android).
• Experience using and administering VoIP platforms (RingCentral, Microsoft Teams, etc.)
• Experience and a keen interest in video and audio production.
• A good range of experience with networking including router con guration (notably pfSense), network management
(e.g. UniFi), and a familiarity with DHCP and DNS concepts.
• Intermediate level of experience with SQL (notably MS SQL Server 2016).
• Experience with Active Directory and a general understanding of group policy.
• Experience working with two-factor authentication, notably Duo Security and the TOTP standard.
References
Stefan Gheorghe
Personal Tutor-
Trevor Hopkins
Head of Adult Education-
JBC Skills Training Ltd
66-70 Earlsdon Street
Coventry
CV5 6EJ
JBC Skills Training Ltd
66-70 Earlsdon Street
Coventry
CV5 6EJ
Education & Training
JBC Skills Training
March 2022 - Present
City & Guilds Level 2 Diploma in ICT Systems & Principles
City & Guilds Level 2 Diploma in ICT Systems Support
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The Manchester College
August 2013 - December 2014
Level 2 Certi cate in Preparing for a Business Venture, Level 2 Functional Skills in Maths & English, Level 2 CLAiT International Diploma for IT Users,
Level 2 Certi cate in Accounting, Level 2 Diploma in Business Administration, Level 1 Developing Customer Service Skills
Park Lange College
September 2001 - June 2003
AVCE in Information Communications Technology
Horsforth School
September 1995 - July 2000
GCSEs: Maths (B), English (B), Science - Double Award (C, C), Information Technology (C). History (B), D&T : Systems & Control (C), French (D), Drama
(D),Religious Education (B)
Employment History
Pro2col Ltd - Technical Support Analyst
May 2021 - November 2021
Duties included: First and second line support for both customers and internal IT issues, providing technical demonstrations of
products, escalation of customer support issues to vendors when required.
My key achievements in this role were: Managing a company wide migration project to Microsoft 365, becoming certi ed in various
sales and support accreditations from di erent vendors, managing a key customer from a technical standpoint, managing the VoIP
phone system (RingCentral).
My most recent role, with Pro2col, taught me a lot about working with di erent product vendors and also gave me a key insight into
incident management and dealing with production critical issues and outages. I was also able to expand my internal IT support skill
set during my time with the business.
iQ HealthTech Ltd - 2nd Line Support Engineer / Infrastructure Co-Ordinator
March 2018 - July 2020
Duties included: First and second line support for both customers and internal IT issues, managing ISO27001 compliance, managing
server infrastructure (including security patching and updates), system monitoring, managing any incidents with infrastructure
vendors.
My key achievements in this role were: Deployment of a new UniFi network (access points and switches), deployment of a new
pfSense powered route, setup of remote access VPN with two-factor, rollout of 1Password for Business.
Working at iQ HealthTech gave me a lot of insight into how to prioritise support requests, and how to handle di erent levels of
requester. We’d frequently get angry consultants who would demand a resolution to a simple problem, but also frustrated pharmacists
who were trying to gure out how to work with a complicated case and drug order.
venuedirectory.com - Client Services Executive
December 2016 - December 2017
Duties included: Dealing with support queries from customers, helping onboard new customers and providing ongoing training on the
platform. Raising any bugs and feature requests with the development team via established frameworks.
My key achievements in this role were: Solving an issue that was preventing email being received by customers’ end users,
discovering a major security aw in the system and reporting this appropriately.
Indee Softworks Ltd - Head of Operations
April 2016 - September 2016
Duties included: Day to day operational oversight of the business, a startup web solutions provider, which included email and phone
customer support, managing the company accounts (Xero), managing internal systems and tools.
My key achievements in this role were: Learning web design skills and building a key customer site with minimal assistance from the
development lead.
Yorkshire Water - Customer Relationship Manager (Billing)
April 2015 - February 2016
Duties included: Answering incoming customer calls for water and sewerage customers. This ranged from taking water meter
readings, setting up payment plans, dealing with rst-level complaints and troubleshooting high-consumption on water bills.
My key achievements in this role were: Being asked to be involved in quality assurance testing for a new IVR system for the business.
When I joined Yorkshire Water in 2015, I was praised for being able to quickly pick up the various processes required during training
and was similarly commended for my telephone manner. I frequently received very positive feedback on my call quality from both
internal coaches / managers and feedback from customers.
AgileBits Inc. - Application Support (1Password)
February 2010 - June 2013
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Duties included: Answering incoming customer e-mails in relation to technical support and sales enquiries regarding the company’s
software packages, additionally providing social media support and some limited design work.
My key achievements in this role were: Leading the testing for 1Password for Android’s beta and rollout.
It was whilst working for AgileBits that I developed my email support stills, particularly developing troubleshooting methods that had
to be tailored to the varying skill levels of the users. Because of the sheer volume of customer requests I learned to make use of
productivity enhancing tools such as macros and search tools that helped me quickly nd information whilst still maintaining quality
responses. Part of my role was to test new and updated versions of the applications; this involved attempting to reproduce bugs and
problems to ensure they had been appropriately patched in newer versions.
HBoS Plc - Customer Service Consultant
September 2005 - July 2009
Duties included: Answering incoming customer calls for the business’ savings telephone service, dealing with general enquiries,
transactions and frequently complaints.
My key achievements in this role were: Being up-skilled for various functions within the business to support other departments.
During my role with HBoS, I learnt a great deal about telephone based customer service and working to agreed business objectives.
The range of calls was varied and no one customer or colleague was the same. Another important aspect of my work within HBoS
was dealing with data security and customer con dentiality - I received full anti-fraud and data-protection training and this was
refreshed at regular intervals.
Yorkshire Post Newspapers - Inserting / Publishing Casual Sta
May 2002 - September 2005
Duties included: Hand-inserting of newspaper copies, moving bundles, pallets and inserts around the department. Occasionally
working on inserting machinery.
Select Service Partner (Leeds / Bradford Airport) - Customer Service Assistance
May 2002 - September 2005
Duties included: Working within the White Rose Cafe (Departure Lounge) serving hot / cold drinks, working the till, clearing tables,
stock checks, and fetching stock from other on-site outlets.
Yorkshire Post Newspapers - IT Support Technician (Trainee)
July 2000 - September 2000
Duties included: Manning IT phone help-desk, logging system faults, resolving faults on systems around site, liaising with company
sta to provide IT services. This was a temporary job between school and a short term at 6th Form.
During my brief time within Yorkshire Post Newspapers’ IT support department I gained a lot of experience with resolving faults and
answering queries relating to various technical issues, as well as producing reports relating to incidents, potential problems and
helping with a large scale software audit.
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