Luke Walsby
Reading,Berkshire
Summary
Motivated IT professional with extensive experience in IT support, seeking opportunities in dynamic business environments. Proven problem-solving abilities and meticulous attention to detail enhance support services for global stakeholders. Committed to delivering exceptional results in fast-paced settings.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
Work history
IT Service Desk Engineer
Ultima Business Solutions Ltd
Reading, Berkshire
01.2023 - 01.2026
- Delivered high-quality customer service and first-line technical support, resolving issues at first point of contact
- Consistently met personal KPIs while contributing to team SLAs and service performance targets
- Managed incidents and requests accurately using an in-house ITSM tool, ensuring clear documentation and tracking
- Led Knowledge Base activities, including reporting, reviewing, and improving knowledge articles in collaboration with KB specialists
- Maintained effective communication with contract teams to support service delivery and drive continuous process improvement
IT Support Executive
Orca Service Technologies
Maidenhead, Berkshire
10.2022 - 12.2022
- Provided IT support to users across the UK, GCC, Europe, and Far East regions in a global service environment
- Consistently achieved 80%+ SLA targets for ticket assignment, response, and resolution using JIRA Service Management
- Worked closely with Regional Management to resolve complex system issues across international locations
- Supported the rollout of new CRM software in the Philippines, improving user adoption and accessibility
- Delivered technical enhancements through software updates, bug fixes, and database changes using Visual Studio, Git/GitLab, and SQL Server Management Studio
IT Support Executive
MCFT
Maidenhead, Berkshire
01.2022 - 10.2022
- Delivered first-line IT support across the UK, GCC, and Europe, improving overall user experience
- Provided generalist IT support, including onboarding new starters and meeting SLA targets
- Supported stakeholders with IT queries, identifying effective solutions and driving issue resolution
- Applied LEAN Six Sigma principles to improve processes and exceed functional goals
- Managed IT inductions, equipment setup, and user awareness training, including CRM usage and cyber security best practices
Education
The Piggott School
Wargrave 01.2012 - 01.2019
Psychology
Reading University
01.2020 - 01.2021
Skills
- Interpersonal and communication skills
- Customer service and support
- Creative problem-solving
- Time management
- Project management
- Rapid learning
References
Available upon request.
Personal profile
I thoroughly enjoy playing Basketball as a sport, taking part in local basketball games where possible. Being a real team player and being a champion of wellbeing to encourage others to make a difference whilst doing what they enjoy, are all things I am most passionate about.
References
References available upon request.
Timeline
IT Service Desk Engineer
Ultima Business Solutions Ltd
01.2023 - 01.2026
IT Support Executive
Orca Service Technologies
10.2022 - 12.2022
IT Support Executive
MCFT
01.2022 - 10.2022
Psychology
Reading University
01.2020 - 01.2021
The Piggott School
01.2012 - 01.2019