CharlieHadden

Full CV / Resume

Date of Birth: 18/6/1992
:
: +44 7739457020
Driving License: UK Full Driving License
Availability: Immediate start
Personal statement:
My name is Charlie Hadden and I am currently travelling New Zealand since previously working as a Senior IT Analyst for NEL CSU and as an Events Manager for Keys Events. I consider myself to be hardworking, reliable and personable. I am a conscientious individual that strives to achieve short and long term goals. I confidently work independently and as a team member, communicating strongly in all situations to ensure clients and customers are satisfied to a very high standard.



Education:

Shoeburyness
High School Caulfield Road

Shoeburyness
Essex
SS3
9LL.



Qualifications:

11 GCSES Grade A - C.
Single Business - AS-Level - Grade C.
Applied Business - A-Level - Grade C.
CCNA 1 - Cisco - PASS.
CCNA 2 - Cisco - PASS.
CCNA 3 - Cisco - PASS.
CCNA 4 - Cisco - PASS.
IT Practitioners - A-Level - Grade B
Work Experience:
Waitrose (2008-2012)
I worked at Waitrose as a fruit and vegetables sales partner for three years and achieved a good record of timekeeping and attendance. I enjoyed working at the store because I am personable and enjoy meeting new people, which was a key role at Waitrose. I achieved every timed task set, which demonstrates the commitment and independent skills I have to offer. I fulfilled the challenges of customer care and I got satisfaction from delivering excellent customer service. I feel this will be a brilliant aspect of my skill set to bring to your company as there may be circumstances where I will have to deal with difficult customers, I feel I have enough experience and knowledge to be able to deal with these situations calmly and effectively. I have good communication skills, tact and diplomacy for dealing with customers in person and over the .
Southend SMART Repairs (December 2012 – March 2015)
Southend SMART Repairs is a car body repair garage specialising in many repairs such as bumper scuffs, alloy refurbishment, dents and much more. I answered calls daily, arranging and organising customers to book in their car for a repair or a quote. Customer service is vital as you have to be very polite and trusting, otherwise customers will not feel comfortable with booking in their car. I feel very happy doing this as I have been in a customer service role since I was sixteen, and because I like to be organised this is was ideal for me at the time. I also assisted with preparing the cars to be fixed and to worked the finishing touches, such as buffing, washing and detailing the cars.
Bellini Bar (March 2014 – December 2014)
I worked as a bar staff member at the Bellini Bar, here customer service is a critical aspect of my job role as I have to make sure I am polite, well mannered and I present excellent customer service. It is a busy and hectic work place, especially on Friday and Saturday nights. Bellini Bar has always been a very popular bar for over 21’s and for years it reaches capacity every weekend, with the doorman often having to operate a ‘one in, one out policy’. Customer service is very crucial because you don’t want to upset the customer you are serving, as they can get easily agitated and upset, especially if they are fuelled with alcohol which can make reasoning with them a bit more difficult than normal. I really enjoyed my time working here. I met a lot new people and made new friends.
Key Events - Operations Manager (March 2014 – December 2016)
Key Events is a company who provide a team of people to host and to promote all kinds of events. At the start of my time at Key Events I worked as a promoter for the Qipco British Champion Series. In early 2014 James Oldring was very impressed with me. James Oldring is the Director of the Qipco British Champion Series; James was very impressed with my leadership skills, work ethic and consistent enthusiasm. I was asked to become the Operations Manager of the promotions team, which I accepted and started this role immediay. Qipco hosts some of the best horse racing in the country and I have worked at many venues such as New Market and Royal Ascot. My job role was to brief the promotions team for each event and to make sure the day runs smoothly with no problems, at each event I usually had a new team of people I had never met, I feel this is a brilliant attribute to bring to your company as I am very used to meeting new people on a daily basis and liaising with clients. I ran a team of between eight and twenty people who promote the upcoming Qipco Races around the country, which I very much enjoyed.  For the London meetings I recruited all of the staff myself. I have received a personal thank you letter from the Director of BCS for all of the hard work I had done and how great my team was, I could show you this in person or send it to you if you would like to see it. From the beginning of 2015, I had taken on a more active role to expand Key Events, this was successful and we took on more and more event work each month, such as the Asian Cricket Awards and promotional work for other horse racing companies.
 Travelling Australia (December 2014 – March 2015)
Between the dates of December 25th 2014 and 15th March 2015, I went backpacking in Australia with one of my best friends. We travelled up the East Coast of Australia, from Sydney to Cairns, stopping in many of the main Cities. I had the experience of a lifetime, staying in all kinds of hoss and experiencing the culture. I decided to return back to England to pursue my career within the IT Industry and I started back with Key Events immediay, and started with NEL CSU on the 25th March 2016.
 NELCSU – Senior Service Desk Analyst for the NHS (March 15 – Dec 16)
Since returning home from Australia I worked as a senior service desk analyst for NELCSU for 21 months and I really enjoyed the day-to-day challenges that came with this job. I answered calls on a regular basis from clinical commissioners who are in need of IT support. I provided professional first and second line support to customers within a team. I worked in a very busy, customer-focused environment. I did my very best to resolve each customers issues and queries over the in a timely manner using an ITIL framework. I achieved this by using various remote control applications to troubleshoot and fix each ticket in my job queue. Every call I answered was different, and every ticket in queue was varied. It was a vital part of my job to stay professional, calm and collective. This is key within my job role as the team deals with sensitive data and information on a daily basis. If I could not fix an issue on first , I triaged the ticket with as much updated information as possible, assigning it to the appropriate team. Before I triaged the ticket, I followed a quality management process make sure the information is correct, precise and as detailed as possible. I offered the best support possible to every customer. In the afternoons, when the s were less busy I tackled the tickets that do not require as much direct involvement, these could be requests or incidents, which are assigned to me by the scheduling team, these need to be resolved well in-time before they breach SLA. A large part of my job was communication, my role required me to try to resolve at least 85% of calls at first point of and to update all tickets in my queue every day, each time communicating heavily with the end users and customers.
 References:
James Oldring - Operations & Events Director
Qipco British Champions Series
e: +44 7584 392171
: Steve Russell - General Manager
Key Events
e: +44 7813 194349
: Jon Richmond - Service Desk Manager
NELCSU
e: +44 7972 773855