Experience

Webroster Ltd

• Customer Support

  • Sep 2012 - Present

  As Webroster Customer Support 1st Line i am responsible for taking all inbound support related questions and queries to resolve upon first contact where possible.Using a case management system known as Netsuite I carefully log and resolve these queries or escalate to second line support if needs be.As such webroster customer support is an effective service desk as apposed to a help desk as we resolve over 80% of all support related queries on first contact.I work heavily… As Webroster Customer Support 1st Line i am responsible for taking all inbound support related questions and queries to resolve upon first contact where possible.Using a case management system known as Netsuite I carefully log and resolve these queries or escalate to second line support if needs be.As such webroster customer support is an effective service desk as apposed to a help desk as we resolve over 80% of all support related queries on first contact.I work heavily with Microsoft sql databases and windows/linux based network systems.I am also responsible for the webroster 3cx telephone system and have been involved in our famous webroster open days which were a huge success!!! I am also involved in sql report writing using Microsoft SQL Server and Component 1 reporting. Show more Show less



Winchester Growers Ltd

• IT Support

  • Apr 2011 - Aug 2012

  IT Support role for busy mass tulip manufacturer.Key Responsibilities:* All day to day it issues (internally reported) through ticket based reporting system* Daily Cropping correction system calculation and record adjustments into multiple systems including sage* Hands on component repair with all it based equipment such as:PC/LaptopsSymbol Motorola MC50'sSymbol Motorola MC9090'sLaser PrintersNetworking/Packet(ing)PAT Testing and Certification



The Laptop Shop

• Electronic Engineer/Manager

  • Feb 2009 - Apr 2011

  To multitask between running the day to day operations of a repair/retail business for pc/laptop and modern electronic devices as facilities manager and an active electronic engineering position for mainly laptop/PC repair/upgrade etc.Relevant Computer/Technical Knowledge though hands on experience:* Component Level diagnostics and repair (SMT and PCB)* IPC 610A Level Precision Solder and Reflow techniques and practices * Motherboard/CPU/GPU Repair/reflow/reball… To multitask between running the day to day operations of a repair/retail business for pc/laptop and modern electronic devices as facilities manager and an active electronic engineering position for mainly laptop/PC repair/upgrade etc.Relevant Computer/Technical Knowledge though hands on experience:* Component Level diagnostics and repair (SMT and PCB)* IPC 610A Level Precision Solder and Reflow techniques and practices * Motherboard/CPU/GPU Repair/reflow/reball techniques and practices* Advanced circuit testing diagnostics * BOIS repair/replace * Console Repair (Complete GPU+Cooling)* Operating system support (Full networking/install/virus/data backup/restore/partition)* Laptop/PC Upgrade/Build Show more Show less