Max Drelincourt

Background

About Max Drelincourt

My career started when I joined DXC Technology in January 2019 as a Level 3 Infrastructure Technician apprentice. My apprenticeship would last 2 years during which I split my time between work and education. My first job role was as a service desk analyst working on the BAE account where my responsibilities were to answer calls from customers with IT problems within contractual SLA handling times and then review, scribe and resolved their issue if possible. I quickly grew to be one of the most technically knowledge service desk agents, holding one of the highest first-time-fix rates in the team. My role on the service desk changed towards the end of the year, following the contract renewal of the BAE systems account, there was more emphasis on the first-time-fix rate at the service desk which lead to team leads putting together a technical team who were dedicated to reviewing and resolving tickets that were created by service desk agents within the 1 hour first-time-fix SLA timeframe, offering technical advise to service desk agents and working through ticket queues to keep them as low as possible and help with the efficiency of the routing of tickets when they are required to be re-assigned to specialist resolvers. Doing this role really improved my technical knowledge and perked my interest in the technical side of IT, as well as my organization skills and prioritizing work. When the COVID 19 pandemic hit and we were forced to work from home, I trained several people to work on the helpdesk as there was a requirement for extra resources due to the high volume of calls received from the customer. Soon after I officially completed my apprenticeship, coming out with a Pass grade as well as 3 Microsoft Technology Associate awards and 2 City & Guilds awards. This resulted in a promotion to the 2nd line team, taking up a desktop support role where my job was to fix issues that the 1st line support team were unable to. In my time in this role I worked on different account s with different security classifications which had much less resource working on it, leading to me being stretched across different roles. This was great however, as it allowed me to pick up new skills which I never would have done previously, and I was able to work face to face with people from different departments who helped with certain issues I faced and were willing to share their knowledge. Although I was a desktop support engineer, I also have the skills of a Wintel server engineer, SCCM engineer, the admin knowledge of Secadmin agent due to my role being stretched.