Technical Support Engineer

• mar. de 2022 - - actualidad

Senior Technical Support Engineer

• sept. de 2019 - mar. de 2022

• Providing T2 support for all the product related issues escalated through T1 technical contact center and to managecomplex issues escalated from managers and directors and fixed within SLA.• Being adept in explaining issues to clients with a wide range of technical abilities, over the phone, via email and via the inhouse support system.• Providing frequent and timely updates on the progress of open tickets and liaising with clients where any information wasoutstanding.• Providing regular metrics and reporting to evidence quality and efficiency targets are met.• Ensuring that appropriate team training programs are in place and executed to a high standard.• Continually improving the support systems, processes and policies and instigating improvement programs.• Liaising regularly with Delivery Manager / Development Team on tickets. • Working with other team managers as aneffective, proactive member of Operations Management team.• Contributing to the development and implementation of Zest strategies, policies and practices.• Liaising with project office to coordinate cross functional resource, tasks and activities.• Liaising with the wider business to find resolutions and escalating where appropriate.• Ensuring all admin processes, deadlines and checklists are documented and completed each month

Product Engineer

• sept. de 2017 - sept. de 2019

Responsible for the implementation of custom-built websites, from building and configuration through to testing.• Implement client websites using in-house software, HTML, CSS, XSLT and JavaScript and handle site upgrades• Signing off and committing to delivering the user requirements of the project assigned to me.• Setting up TFS (Team Foundation Sever) with all the product backlog items, tasks & bugs. This provided an approach bywhich it was possible to breakdown and plan the website build, whilst also giving the option to record any bugs found duringimplementation or testing.• Implementation of client websites using in-house software (Toolkit) and other web technologies including the following:HTML, CSS, XSLT and JavaScript.• Designing client websites according to their branding guidelines/requirements.• Thorough testing to ensure all user requirements were met and to guarantee the website built was meeting the qualitystandards set by the organization.• Remote support of live websites, diagnosing issues and applying resolutions.

Cover Supervisor/ Teaching Assistant

• abr. de 2017 - sept. de 2017

Cover Supervisor in Secondary Schools and Teaching Assistant in Primary and SEN Schools acrossLondon. Mainteaching subjects include Mathematics, ICT and Science.Developers, QA, Driver Team, Execution Team Cover Supervisor in Secondary Schools and Teaching Assistant in Primary and SEN Schools acrossLondon. Mainteaching subjects include Mathematics, ICT and Science.Developers, QA, Driver Team, Execution Team

Developers, QA, Driver Team, Execution Teams

• abr. de 2017 - abr. de 2017

Work Experience in Set Top Box Software Delivery• Working with Sky HD+ set top box team which includes: Developers, QA, Driver Team, ExecutionTeams,Automation and Manual Testers and Release Managers.• Hand on experience in using different tools such as JIRA project management tool, JENKINS automaticbuilt tool,Visio to create test tress, Pinnacle Studio to capture frames, Burnage to record data for stress testingand HPQuality Centre for software quality management.• Attending morning stand up meetings to discuss achievements from the previous day and tasks to beaccomplished on the present day.• Assistance in organizing and drafting agendas and proof reading documents to highlight tasks for eachteam in the upcoming software release.

Software Developer

• dic. de 2011 - sept. de 2014

Implementing the learnt concepts to develop a web application. Creating a web-based systemfor a recruitmentagency to take their business online. Gathering requirements from client, suggesting improvementsto the use of application and their design. Analysing user requirements and producing detailedspecifications. Researching, designingand writing the programme codes. Testing the product in closed real situations before going live andthen refining and rewriting as necessary Implementing the learnt concepts to develop a web application. Creating a web-based systemfor a recruitmentagency to take their business online. Gathering requirements from client, suggesting improvementsto the use of application and their design. Analysing user requirements and producing detailedspecifications. Researching, designingand writing the programme codes. Testing the product in closed real situations before going live andthen refining and rewriting as necessary