Experience

MAM Software

• United Kingdom
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Technical Support Technician - 2nd Line

  • Feb 2021 - Present

  Working individually, with other team members and with staff from other departments to investigate and provide solutions or workarounds to customer queries escalated from 1st line. Taking complete responsibility for the customers query, managing all communications in order to keep customers informed and satisfied throughout the investigation and solution finding process. Utilising efficient use of time and resource together with correct prioritisation in order to maintain workload. Maintaining the log with actions taken and provide documentary evidence, as necessary, regarding those actions. Identifying re-occurring queries taking the appropriate action with regard to notifying the correct authority in order that a change in product, documentation or procedure occurs to precipitate a reduction in the number of repeat issues. Providing a knowledge source for other staff members Providing training, training material and presentations to 1st line and other staff members. Documenting new issues to ensure knowledge base and staff members are kept up-to-date with new or amended solutions or workarounds. Contributing new ideas regarding the development of Support Services operations with the aim of continually improving the current service.



Prometheus Group

• United States
• Software Development
• 500 - 600 Employee

• Technical Support Specialist

  • Sep 2019 - May 2020

  • Troubleshoot customer issues via online meetings, email, phone calls and working in cloud SAP systems while maintaining thorough documentation on each customer issue. • Use Team Support internal ticketing system to track new feature requests, issue statuses and resolution • Contribute to the long term strategy of our product offerings by identifying client's current and future needs. • Work with clients' cross-functional teams in managing large international accounts. • Collaborate with professional services, development and sales for escalation of issues. • Assist with tailoring customer business processes via SAP and Prometheus program configuration. • Help current customers understand technical aspects of SAP Plant Maintenance and Prometheus Group programs. • Create functional and technical documentation for new products to support. • Assist in new customer implementation and manage client program updates. • Assess business impacts of customer issues so they can be prioritized accordingly • Establish a solid working relationship with each customer so the customer feels comfortable being honest and forthcoming with all issues they encounter in their interactions with Prometheus Group. • Periodically engage customers who have not contacted support recently.

• Technical Support Intern

  • Jun 2019 - Sep 2019



StrucSoft | Graitec Group

• Canada
• Software Development
• 1 - 100 Employee

• Software Application Specialist

  • Feb 2017 - Jan 2018

  • Assisted in software implementation with software developers to deliver solutions to client’s challenges.• Assisted in developing new systems for client’s professional needs • Tested and deployed tools and applications• Worked closely with business stakeholders to resolve issues with technical systems and applications



Leach Rhodes Walker Ltd

• United Kingdom
• Architecture and Planning
• 1 - 100 Employee

• Architectural Technologist

  • Feb 2015 - Apr 2015

  • Reviewed project goals and objectives with the project manager and design team.• Coordinated with segment leaders to promote new design concepts • Recommended minor adaptations and modifications to complete working drawing sets.