Experience

Royal Borough of Greenwich

• United Kingdom
• Government Administration
• 700 & Above Employee

• Customer Service Agent

  • Jan 2013 - Present



J.P. Morgan

• United States
• Financial Services
• 700 & Above Employee

• Desktop Support Technician

  • 2004 - 2008

  Providing Desktop Support services to end users of Windows XP/Novell Netware 4.9 workstations, PC applications and Lotus Notes Mail at a major US Investment Bank in offices based in London and Bournemouth, Dorset. Taking in hand support calls placed by customers either via the Helpdesk or Self Service using Service Centre 6.0, diagnosing and resolving faults with the customer either remotely or at their desk. Routing any unresolved calls to the appropriate support group. Monitoring the progress of open calls at regular intervals and updating with details of contacts with the customer and/or other support groups. Closing calls when the incident/problem is resolved to the customer’s satisfaction within a timely fashion.Logging faults and liaising with 3rd party vendors/manufacturers where appropriate. Maintaining records of ‘Gold Stock’ equipment.Completing Service Requests and Moves and Changes for customers at the Bank. Involves installing, configuring and decommissioning hardware, software, peripherals and hand held devices (Blackberry, Palm Pilot) for customers having requested items through the End User Request Centre (EURC).Involved in 3 major desktop PC refresh projects across the bank and major desktop OS migration from Windows NT4.0 to Windows XP. Both projects were completed with minimal disruption to the end users.Providing desktop support to users taking part in off site SABRE test exercises, to test the bank’s Disaster Recovery plan.

• Desktop Support Technician

  • 2004 - 2007



outsourced to JPMorgan Chase and Co

• Desktop Support Analyst

  • Jan 2000 - Jan 2004

  Roles and responsibilities as above. Roles and responsibilities as above.



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• Desktop Support Technician

  • 1995 - 2004

• Supervisor on Duty, Internet Helpdesk

  • Jan 1996 - Jan 1998

  Providing 2nd line assistance to technical and membership support representatives for a major Internet Service Provider. Assisting first line agents with the resolution of complex technical and billing queries, liaising with 3rd line support groups where necessary. Taking escalated calls from customers to resolve problems and complaints to their satisfaction.Monitoring performance of first line agents and providing them with feedback where appropriate and identifying training needs. Performing repeat caller analysis to ensure calls were resolved on a first time fix where possible. Assisting in the administration of the helpdesk's LAN comprising over 60 PCs with over 100 users. Identifying and fixing faults on helpdesk PCs, logging faults with on-site engineers when required. Assisting with the overseeing of the day to day running of a busy helpdesk.

• Technical Support Adviser, Consumer Helpdesk

  • Jan 1995 - Jan 1996

  Providing phone based support and guidance to customers of various PC manufacturers. Logging details of customer contacts on an MS Access database when required. Diagnosing specific hardware and software problems while in conversation with the customer. Despatching engineers to customer sites where necessary.



Fujitsu

• Service Desk Analyst

  • Jan 1999 - Jan 2000

  Providing phone based advice and support to end users at a major UK Investment Bank. Logging details of user and fault on the Remedy 3.2.1 call logging system. Diagnosing and resolving faults while in conversation with the customer, and routing unresolved calls to the appropriate support group. Regularly updating open calls with details of customer and support group contacts. Closing calls when problems resolved to the customer's satisfaction.Performing administrative tasks on customer's NT accounts, domains and other applications such as password resets, account unlocks, adding/removing groups etc.



Barclays Desktop Support Service

• 1st Line Technical Support Agent

  • Jan 1998 - Jan 1999

  As above, logging calls into Siebel call logging/distribution system.Performing administrative tasks on users' NT accounts/domains such as password resets, account unlocks, maintaining global groups, managing printers, creating new LAN accounts, modifying existing and deleting old ones. Maintaining user's personal and team drive quotas. Routing mail account problems to the relevant 3rd party support group. As above, logging calls into Siebel call logging/distribution system.Performing administrative tasks on users' NT accounts/domains such as password resets, account unlocks, maintaining global groups, managing printers, creating new LAN accounts, modifying existing and deleting old ones. Maintaining user's personal and team drive quotas. Routing mail account problems to the relevant 3rd party support group.