Experience

Egress Software Technologies

• United Kingdom
• Software Development
• 200 - 300 Employee

• Customer Support Manager

  • Sep 2019 - Present

  - Manager to multiple teams within the Customer Services department, as well as second incommand to the Global Customer Services Manager.- Managing multiple service desks and team members across offices in the UK and NorthAmerica.- Implementing and administering the support tools for the teams.- Responsible for departmental performance measured via satisfaction levels, KPIs and SLAs.- Liaising with senior management to ensure the department is aligned with businessobjectives.- Point of escalation for business-critical incidents.- Creating and refining processes to enhance productivity and performance.- Responsible for recruitment and training of new team members, as well as the wider department. Show less

• Customer Services Team Leader

  • Jan 2016 - Present

  - Team Leader for multiple teams within the Customer Services department, as well as second in command to the Global Customer Services Manager.- Managing multiple service desks across offices in the UK and North America.- Implementing and administering the support tools for the teams such as Zendesk and GoToAssist.- Responsible for departmental performance measured via satisfaction levels and SLAs.- Liaising with senior management to ensure the department is aligned with business objectives.- Point of escalation for business-critical incidents.- Creating and refining processes to enhance productivity and performance. - Responsible for recruitment and training of new team members. Show less

• Senior Support Engineer

  • Jan 2014 - Jan 2016

  - Providing first and second line technical support.- Testing the software portfolio for defects and usability improvements.- Writing technical documentation, KB articles and test plans.- Performing research tasks and development projects.- Mentoring and training new team members across multiple offices.



Markerstudy Insurance

• United Kingdom
• Insurance
• 700 & Above Employee

• IT Service Desk Analyst

  • Jul 2013 - Jan 2014

  - Providing remote assistance to multiple clients. - Creating knowledge base articles to assist other team members. - Software supported; Active Directory, Exchange, Mimecast Admin, VMware and McAfee endpoint encryption. - Support of mobiles devices, such as PDAs. - Providing remote assistance to multiple clients. - Creating knowledge base articles to assist other team members. - Software supported; Active Directory, Exchange, Mimecast Admin, VMware and McAfee endpoint encryption. - Support of mobiles devices, such as PDAs.



Sheffield Teaching Hospitals

• Northern General Hospital, Sheffield

• IT Support Placement Student

  • Oct 2011 - Sep 2012

  - Responding to incidents and service requests within agreed SLAs. - Supporting Windows XP / 7 and Office 2003/2010. - Assisting in projects within IT on an ad-hoc basis. - Software supported; Microsoft System Center Configuration Manager (SCCM) 2007, Sophos Safeguard, Blackberry Enterprise Server (BES) admin, PAS (patientcentre), BigHand Dictation, ICE, MS Office 2003/2010, HP Openview. - Hardware Supported; Blackberry, Dell PC's and laptops, Xerox and HP Printers, Scanners, Projectors. Show less



Birmingham City Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Clerical Assistant

  • Sep 2007 - Sep 2009