Lead Software Support Engineer

• Jan 2023 - Present

Senior Software Support Engineer

• Jul 2022 - Jan 2023

Technical Support Engineer

• Jul 2018 - Jul 2022

I work in the support team for SI as a support technician. I work in 2nd line, I also train and mentor all 1st line technicians and new starters in support. This includes creating documentation for processes, advising on issues/tickets, reviews, being the escalation point, communicating information from senior support/management as well as interviewing potential new staff for 1st line. Responsibilities of my role entail - •Supporting bespoke and 3rd party integrated applications; Responding to, assigning and logging tickets via a salesforce based helpdesk, speaking through issues with customers on the phone and through email, providing resolutions, putting procedures in place to halt future issues.•SQL database/SQL profiler (MMS) – Query writing, database backup/restore, SQL Jobs, data extraction/purge, stored procedures•SQL reports (SSRS) – Configuring, uploading, editing, downloading RDLs, extracting queries•IIS, web Services, web reports, SMTP•Installing/configuring applications•Change management – Identifying a need for change and processes, communicating the needs/requirements of the customer to internal teams, customer sign off, testing, deployment and after care.•Internal Infrastructure – Active directory, enforcing password policies, general IT issues, hardware, VMware•Collaborating with other parts of the business such as implementations, development, testing and sales•Providing 24/7 out of hours support•On site visits – implementing hardware/software, meet and greats,There is a wide variety of software so every ticket and everyday is different, as with any production and manufacturing based business time is crucial, getting a resolution in place for high priority/triage issues is something I am passionate about, not only for the customer but to maintain a high level of support and trust in our business. I love my role and the people I work with. Over the years I have built good working relationships with both colleagues and customers at SI. Show less

IT Support Technician

• Jun 2014 - Jul 2018

After graduating I was hired by Evans Lichfield as an IT Support Technician, the company manufactures digital print cushions and soft furnishings. My duties include but are not limited to; Desktop Support for Windows and Mac Maintenance and Upgrades to the companies bespoke order processing software (Built and maintained in Access run-time) Telephony – Control and management of the internal telephone systems Connection to servers, profiling and monitor calibration for the Macs in the design studio. Emails – HTML bespoke built design, and mail chimp customised templates SQL Management Studio – Building Views, Stored Procedures, extracting data in SQL Exchange – Creating/Editing mailboxes/Distribution groups. Active Directory – Administrative duties such as resetting passwords etc. Shopify CMS. Web Development – HTML5, CSS3, SASS, JavaScript, ASP, Uploading content to the website Photography – Product and Lifestyle, Organising/Sourcing/Downloading artwork/briefs from clients/artists to pass to the Design Studio Writing instruction manuals on IT procedures AVA CADCAM production – setting up and sending to print artwork in panel form Sage 50 Accounts Pro – Daily Transfers, troubleshooting variances SATO label machine software – Setting up new labels, amending existing labels Social Media – Complete management of social media accounts, planning and creation of content. The company went through a re-branding at the start of 2016, I developed a new bootstrap responsive website to coincide with this. The company has recently gone from strictly B2B to include B2C, this change saw a new Shopify site developed, and this meant creating a bespoke theme and changing how we portray ourselves as a company on social media. Whilst working at Evans Lichfield I attended a course in June 2016 in Advanced Social Media where we looked at building an audience using social media. Show less

Freelance Web Content Writer

• May 2016 - May 2018

I worked freelance as a web content writer, I wrote SEO friendly Symantec content for companies selling online. The biggest client I worked with was Jovani fashions in New York, USA; a formal dress company. This experience really helped me in taking a spec from a client and delivering a piece of work that they where happy with and helped their brand grow. To create the content I used online tools such as Hemingway App and Alchemy AI to ensure the content being was affective in terms of seo progression. Show less

Sandwich Artist

• Sep 2013 - Jun 2014

I worked for subway whilst I completed my degree in computing, a lot of the time I worked in the shop on my own and locked up at the end of the day ensuring equipment was ready for opening the next day. The position also entailed; preparing food, operating a till, customer service, dealing with customer queries and complaints, communicating problems to other staff members and management. I worked for subway whilst I completed my degree in computing, a lot of the time I worked in the shop on my own and locked up at the end of the day ensuring equipment was ready for opening the next day. The position also entailed; preparing food, operating a till, customer service, dealing with customer queries and complaints, communicating problems to other staff members and management.

Supervisor

• Aug 2007 - Sep 2013

I worked both part time and full time for Roadchef for many years as well as working in different environments and at different levels, my main position was Supervisor, this position entailed; being responsible for opening and/or closing on a shift, organising staff and breaks, filing paperwork, dealing with complaints and refunds, handling stock levels and orders, communicating issues, health and safety, food hygiene, industrial cleaning, looking after keys to the unit itself, safes and outdoor storage containers. I worked with and provided service to a variety of people from different backgrounds and cultures, over the years I have effectively communicated with a variety of people and overcome a number of verbal barriers as well as dealing with people with allergies/dietary requirements and providing them with an alternative. Show less

Sales Assistant

• Mar 2007 - Aug 2007

I worked as a sales assistant for T J Hughes, my responsibilities included; general till work on ladies fashion or the perfume counter, re-stocking shelves and rails, tidying and organising the stock room, changing room duty which entailed making sure there was an orderly que, providing assistance with different sizes, dealing with customer enquiries and providing assistance, pricing and reducing, clearing the floor when customers where finished and making sure only the maximum amount of items where taken in and out. Show less

Saturday Work/Paper-rounds

• Feb 2003 - Mar 2007

I started working at my local newsagents delivering papers, I was always very punctual and developed a good relationship with the customers I delivered too, I also used to help out on a Saturday and sometimes after school in the week in the shop, I would usually organise other paper-rounds, sweep up, tidy shelving, make tea/coffee for staff and I also used the till to serve customers as well as taking orders for papers. I started working at my local newsagents delivering papers, I was always very punctual and developed a good relationship with the customers I delivered too, I also used to help out on a Saturday and sometimes after school in the week in the shop, I would usually organise other paper-rounds, sweep up, tidy shelving, make tea/coffee for staff and I also used the till to serve customers as well as taking orders for papers.