Head Of Operations

• Dec 2020 - Present

Operations, Support and Training Manager

• Jan 2020 - Dec 2020

Product Trainer

• Jan 2018 - Jan 2020

Head Of Support

• Oct 2017 - Dec 2017

Senior Technical Support Engineer

• Oct 2014 - Oct 2017

• Providing high-quality pre and post-sales support to primary and secondary schools and further education establishments using tablet software and hardware products from the LearnPad range.• Diagnosing issues with tablet software and hardware and network infrastructure (routers, firewalls, switches, Wi-Fi access points), recommending resolutions and issuing RMAs (return merchandise authorisation) as appropriate.• Installing LearnPad tablet equipment on customer sites, including integration with existing systems and services.• Logging and escalating issues and feature requests to internal and third-party development teams.• Testing new software and hardware products and documenting faults to assist developers and external support teams in reproducing and resolving them. • Developing and maintaining knowledgebase articles to help customers make the best use of their LearnPad products.• Proof-reading technical documentation and marketing collateral to ensure factual correctness.• Liaising with telesales and business development teams to closely tailor solutions to individual customer requirements.• Preparing suites of LearnPad tablets to specifications for trade shows and tenders.

Support and Engagement Manager

• Dec 2011 - Oct 2014

• Managed provision of high-quality technical assistance to 20,000 schools, businesses and private customers using software and hardware products from the Sherston Software and TAG Learning ranges.• Oversaw desktop and network support provision to colleagues in the United Kingdom, running Microsoft Windows, Apple Macintosh and Linux, using a wide variety of network configurations.• Designed and deployed Windows Server networks providing ActiveDirectory, file and print sharing services for local and remote users.• Liaised with third parties to ensure uninterrupted communications (ADSL/VOIP/e-mail) delivery.• Monitored backups and uptime of mission-critical hosted services, to safeguard against data loss and downtime.• Worked closely with internal and third-party development teams, to ensure rapid resolutions to customer-reported faults.• Developed, maintained and proof read knowledgebase articles and user guides.• Recorded and produced product training and walkthrough videos, to help customers realise the full benefits of products.• Scripted product demonstrations for delivery at education industry events, guaranteeing presentations that provided the best guidance for existing and potential customers.• Conferred with sales and marketing teams to ensure product delivery that exceeded customer expectations.

Technical Support Co-ordinator

• May 2007 - Dec 2011

• Delivered high-quality technical assistance to 20,000 schools, businesses and private customers using software and hardware products from the Sherston Software and TAG Learning ranges.• Provided first and second line desktop support to colleagues across the United Kingdom, United States and India, running Microsoft Windows, Apple Macintosh and Linux, using a wide range of network configurations.• Administered users, mailboxes, groups and file and printer sharing on Windows Server 2003 domain networks.• Deployed and administered Google Apps for Business for 50+ users.• Managed and supported PBX systems providing telecommunications for 50+ users.• Imaged suites of 20+ demonstration workstations for UK educational trade shows.• Monitored mission-critical internal and customer-facing hosted systems to ensure uninterrupted service.• Developed bespoke installers and software packages to meet customers' requirements.• Authored knowledgebase articles and user guides for products from the Sherston Software range.

Senior Sales Assistant

• Aug 2003 - Apr 2007

• Provided polite and efficient customer service in a fast-paced retail environment. • Audited branch stock and cash levels on-site to ensure gains and losses of both were accounted for and that cash was banked appropriately. • Collated district stock and cash audit figures to ensure consistency of company-wide reporting.• Ordered and received deliveries of wines, beers, spirits, tobacco and confectionary, ensuring stock levels were adequately replenished in order to meet customer demand and maximise sales. • Recruited new members of staff to ensure adequate branch coverage during periods of peak trading. • Trained new members of staff in till usage, stock and cash control and company procedures to ensure that they were equipped to fulfil their duties with diligence. • Monitored staff to ensure that the directives of the Licensing Act 2003 were upheld and that refusal of service and proof of age requests were logged in accordance with company procedure and UK law. • Liaised closely with police and licensing authorities to ensure compliance with local responsible drinking schemes and licensing objectives was maintained. • Completed a licensing course and obtained a licence to sell wines, beers and spirits by retail for off-premises consumption and was listed as Designated Premises Supervisor.