Apprentice goes above and beyond to earn special award

Apprentice goes above and beyond to earn special award

Posted by Rob Tickle |  10th March 2017

An IT apprentice’s efforts to go ‘above the call of duty’ in his role have earned him a special award from Rathbone Training during National Apprenticeship Week.

Jake Porter, 19, who lives in Sale, is carrying out his apprenticeship working with Manchester business Debt Software Solutions (DSS) and was presented with a Rathbone Training National Apprenticeship Week Learner Award on Thursday, March 9.

Jake has made a massive contribution to the team and is always on hand to help with any problem as well as offering advice and guidance to new members of staff.
He has played a major role in the implementation of the company’s desktop refresh program, helping to build new PC’s, prepare them for users and facilitate the swap of the old PC’s to the new ones.

Recently Jake has also taken on the responsibility for the asset tracking and troubleshooting of all of the company’s 75 mobile phones, making sure they remain active and up to date, as well as helping his manager keep mobile costs at a minimum.

“Jake’s responsible manner and excellent customer service has seen him gain praise and recognition from the DSS Management Team, as well as the internal customers that we support,” said Jake’s line manager Dan Harter.

“His team have the highest respect and regard for him and as his manager I stand proud to have Jake as a member of my team.”

As well as pursuing his apprenticeship Jake has driven his own personal development by beginning to study for the A+ Certification.

He’s taken a keen interest in telephony and often works closely with the telephony contractor in order to learn more. This interest has seen Jake invited to discussions about a future telephony system being implemented in the business.

“There’s no doubt that in the short time he’s been with us Jake’s knowledge has grown significantly, and with that so has his confidence. His focus in the early days of his apprenticeship was on a lot of the written work and tests required to pass the course, and this has given Jake a solid grounding of the basics that has allowed him to diagnose errors on a daily basis,” added Dan.

“By far Jake’s greatest benefit from the programme has been his confidence. Jake started as a shy and quiet lad in a job role that requires daily interaction with customers. Over the months Jake has grown more confident in his approach with customers and has received praise from various managers. He’s also refined his customer service skills to often provide an ‘above the call of duty’ level of service.”

Photo caption: Dawn Sharples, Tutor at Rathbone Training and Sonya Cooke, Regional Operations Manager North West & Cumbria for Rathbone Training join Dan Harter, Jake's line manager, to present him with this award.