1. Mark Daveney
07702 507671 | markdaveney@outlook.com|
Profile
I am a hard working, determined individual with excellent communication skills and the ability to deal with
individuals at all levels. I pride myself on delivering a high standard of support and ensuring that users receive a
positive and confident service. I have over three years experience on a busy helpdesk as first line support. I hope
to bring these skills to this role.
Skills Summary
- Installation and support of Microsoft office 2007/2010/2013
- An excellent understanding of Active Directory and Microsoft Exchange
- In depth knowledge of Windows XP and Windows 7
- Installation and support of desktop applications
- Confident user of support software such as Desktop Central, Manage Engine and Logmein
- Wide ranging knowledge of mobile devices, software and hardware
- Telephony training on the Retell phone system
Personal Attributes
- Hard working
- Organised
- Customer driven
- Reliable
- Work well under pressure
- Accurate and attentive
Career Detail
Marston Group – IT Support Engineer April 2013 to 2015
This role involved being first line support for users in respect of hardware, software and network issues. Support
was given to onsite office users and offsite remote users with varying IT understanding. The role included the
support of various hardware and software via an in house ticketing system. I was responsible for handling issues
that were raised via telephone, e-mail and personal walk ups. I had to adhere to SLA’s that were put in place for
each individual issue and this needed to be maintained.
Marston Group – Tracing and Recovery Agent July 2010 to April 2013
Using online tracing tools to pursue debtors who’s location was unknown to the enforcement officers. Working as
part of a small team relying often on your own initiative to produce results and meet targets.
Marston Group – Verification Assistant June 2006 to May 2008
Dealing with enforcement officers on a day-to-day basis. Communicating with enforcement officers and external
clients to ensure accurate information was gathered and reported back.
Marston Group – Client Services Assistant May 2008 to July 2010
Liaising with clients via telephone and e-mail to ensure instructions were carried and as requested. Working to
deadlines as part of a team to ensure a high level of service was provided to each client of the business.
Old Orleans Restaurant - Bar Staff 2003 to June 2006
This was my first role after leaving College and was a great opportunity to learn skills in the following areas:-
• Customer service, dealing with a variety of people and a mixture of personalities.
• Team work, working as part of a team was essential within this role.
• Work ethic, developing a hard working attitude early on was vital in this role.

2. Education and Qualifications –
King Harold School 1997 to 2002
8 GCSE’s A-C including Maths, English, Sceince and ICT
Harlow College 2002 to 2004
3 AS levels in the subjects of Business Studies, ICT and PE
Hobbies and Interests – My hobbies include playing golf, football and attending the gym. I like to spend much of
my free time with my friends and family.
References are available on request