Field Sevice Engineer

• Apr 2022 - Present

-Installation and networking of Ricoh MFDs at customer sites, including end user training. -Installation of PaperCut MF and Hive print management solutions. -Repair of device mechanical and I.T. issues, as well as preventative maintenance on equipment. -Remote technical support to customers for I.T. and software related issues -Installation and networking of Ricoh MFDs at customer sites, including end user training. -Installation of PaperCut MF and Hive print management solutions. -Repair of device mechanical and I.T. issues, as well as preventative maintenance on equipment. -Remote technical support to customers for I.T. and software related issues

Service Engineer

• Aug 2018 - Apr 2022

• Installation and maintenance of MFDs/ Printers • Dealing with fault finding and repairs. • Providing exceptional customer service • Managing call load, based on SLA and severity • Installation and maintenance of MFDs/ Printers • Dealing with fault finding and repairs. • Providing exceptional customer service • Managing call load, based on SLA and severity

Service Delivery Team Lead

• Jul 2008 - Jul 2016

• Managing operational teams and service desk providing IT services to a global financial client. • Acting as the client’s point of referral regarding incident management.• Working alongside the client and project teams on new and existing services.• Responsible for all staff training and development.• Analysis of data to identify patterns of business activity and fraud patterns.• Defining and review of Key Performance Indicators.• Undertake budget and resource planning, the creation of detailed yearly volume forecasts. • Developing systems to undertake planning and performance monitoring. • Auditing of processes to ensure adherence to company policy and Service Level Agreements.

Senior Service Delivery Representative

• Feb 2006 - Jul 2008

• Supervising multiple processes, acting as knowledge expert for other team members.• Manning a Service Desk, resolving telephone and email queries from the client.• Configuration of software and hardware, including email and printers.• Training of new and existing staff.• Audited completed daily work streams to check accuracy and compliance.

Service Delivery Representative

• Jul 2002 - Feb 2008

• Working several process flows including cheque clearing and fraud prevention. • Manning a service desk, acting as first point of contact with the client regarding technical issues.

Produce Assistant/Senior Assistant

• Apr 2001 - Jun 2002

Data Entry

• Feb 2001 - Apr 2001

Information Technology Support Specialist

• Sep 2000 - Feb 2001

• Providing 1st & 2nd line support to multiple users over several sites. • Administration of databases and intranet sites. • Diagnosis and repair of the computer systems and hardware. • Providing 1st & 2nd line support to multiple users over several sites. • Administration of databases and intranet sites. • Diagnosis and repair of the computer systems and hardware.

System Administrator

• Nov 1998 - Jun 2000

• Transition of existing paper records on to the new computer system. • Training of staff via workshops, presentations and production of a user manual. • Preparation of reports and figures based on the data collected. • Managing access and security of the systems • Transition of existing paper records on to the new computer system. • Training of staff via workshops, presentations and production of a user manual. • Preparation of reports and figures based on the data collected. • Managing access and security of the systems

Checkout Operator

• Nov 1996 - Oct 1998