Experience

The Computer Clinic Bicester

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• 1st Line Support Engineer

  • Jun 2020 - Present

  • Receiving, logging and managing calls from internal and external staff via telephone and email• Troubleshooting customer support cases in a timely manner, meeting the SLA• Troubleshooting basic network issues such as ADSL broadband and VPN issues• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups.• Managing Office 365 tenancies • Monitoring customer servers and investigate outages when necessary• Keeping clients informed on progression with issues and providing follow up as necessary• Collaborating with 3rd party partners as necessary to find resolutions• Maintaining remote access/support documents and customer records on our CRM• Repairing faulty devices by replacing various hardware parts• Preparing new equipment and setting it up for our customers



Quadranet

• Technical Support Analyst

  • Jan 2020 - Mar 2020

  • Maintaining and supporting the Quadranet Software products• Receiving, logging and managing calls from internal and external staff via telephone andemail• Troubleshooting customer support cases in a timely manner, meeting the SLA• Troubleshooting basic network issues such as ADSL broadband issues• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups.• Accurately diagnosing the support cases to ensure it reaches the correct support queue• Keeping clients informed on progression with issues and providing follow up as necessary• Collaborating with other departments as necessary to find resolutions• Maintaining remote access/support documents and customer records on our CRM• Repairing faulty terminals by replacing various hardware parts• Preparing new equipment for site installation and shipment• Arranging collections of faulty equipment from different sites



Gladstone Software

• United Kingdom
• Software Development
• 1 - 100 Employee

• Technical Support Analyst

  • Jul 2019 - Dec 2019

  • Providing technical support for the GladstoneOne product range• Assessing, prioritising and solving the incident cases, meeting the SLA• Investigating various software bugs and escalating my findings to my team leader or to ourdevelopment team• Answering telephone enquiries and raising new cases accordingly• Connecting into clients’ devices using MSTSC(Microsoft remote desktop), Team Viewer andGoToAssist to remotely diagnose issues• Managing user credentials for the Hosted environment using Active Directory.• Writing/updating knowledgebase articles for the team to use in order to improve thetroubleshooting process• Keeping clients informed on progression with issues via email and telephone• Updating specific tables in our customer SQL database• Running monthly customer specific SQL scripts in order to keep the database updated• Escalating and working together with the GladstoneOne product owner on difficult cases



Miller&Carter

• Assistant Manager

  • Nov 2018 - Jul 2019

  • Business planning, reviewing last year’s sales and forecasting the current year’s sales• Delivering daily/weekly/monthly reports and providing the results to my RBM• Planning team members’ shifts in a way that allows me to accommodate the salary budgets• Attending monthly district meetings• Escalating major incidents to the General Manager• Responding to complaints via email or telephone• Interviewing potential job candidates• Reading CVs, job applications and cover letters and creating a mental picture of the applicant• Assessing applicants based on knowledge, skills, abilities, and other characteristics• Communicating with the General Manager about current stock and potential issues• Conducting daily/weekly inventory counts and reporting on inventory activities and variances• Ensuring all inventory reports and tasks are completed by certain deadlines• Ensuring Health and Safety policies and processes are followed

• Shift Supervisor

  • Nov 2016 - Nov 2018



SCC

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Problem Analyst

  • Jul 2016 - Oct 2016

  • Facilitating and participating in problem management meetings with a focus on major incidents• Performing quality checks on records and producing consolidated reports including observations and findings• Producing weekly/monthly trend reports and raising problems to be solved based on my findings• Obtaining problem record updates from the investigation teams and updating the Problem Registry weekly• Highlighting issues with the quality of logged incidents to the Service Desk Team Leader and advising possible improvements• Highlighting and escalating process failures to my Problem Manager

• 1st line IT Support

  • May 2015 - Jun 2016

  • Assessing, prioritising and managing my workload whilst ensuring contractual obligations are achieved• Recording productivity and personnel data on specified forms• Troubleshooting over the telephone with customers in order to find and solve hardware andsoftware issues (desktop/laptop/printer)• Providing telephone support for field engineers when required• Advising what part is required as per fault description in order to ensure a first time fix• Performing quality checks and completing monthly reports on the incidents progressed by meand my team• Following procedures in order to deliver accurate support• Escalating sensitive issues with the customer managers in order to maintain high standards ofexpectation• Replying to requests that are received in my own inbox and those from the shared email inbox• Sharing my knowledge with the new starters• Servicing and repairing the site equipment (desktop/laptop/printer) when required.• Updating site computer equipment so that it works with new software.

• Resource Controller

  • Dec 2014 - May 2015

  • Managing a team of 12-20 engineers based in the UK• Monitoring and updating engineer’s queues and all the calls logged in the assigned area• Escalating sensitive calls and situation to the OTLs based in the UK• Providing telephone support for customers, the Service Desk and other related departments• Building internal and external relationships through effective methods of communication• Assessing, prioritising and managing my workload ensuring contractual obligations areachieved