Experience

ILLY Systems

• United Kingdom
• Software Development
• 1 - 100 Employee

• Client Services Engineer

  • Jan 2019 - Present

  - Managed daily operations of technical Support desk, including monitoring of SLAs and development of team targets to ensure service delivery exceeded client expectations.- Working in a team of five, consistently resolved an average of 40% of all support tickets raised.- Led and co-ordinated regression testing of system functionality to identify bugs prior to release.- Successfully completed 25 production code releases with verification, and restored client access to systems, ahead of agreed deadlines.- Engaged with senior client stakeholders to negotiate system downtime ahead of annual code releases, ensuring that end users were prepared for upcoming changes to Illy products such as CarePath.- Collated and analysed feedback from 40 users following product BETA testing, providing the development team with client-focused recommendations for improvement.- Conducted a review of Support processes in light of our transition to working from home, with a focus on analysing resource allocation and improving the sharing of ticket resolutions among team members.- Represented the Support team in quarterly client review meetings, and obtained feedback on Support metrics to maximise customer retention.- Trained non-technical colleagues to successfully deliver live product demonstrations to clients.

• Client Services Account Manager

  • Dec 2017 - Jan 2019

  - Developed a series of base templates for tender documents and client presentations that could be reused and adapted as necessary, to streamline and standardise new business processes.- Chaired weekly cross-team Operations meetings to coordinate delivery of key client objectives and management of internal resources.- Chaired monthly Business Steer meetings to communicate the Account team's progress towards sales targets with senior management.-Delivered presentations and workshops to over 100 clients as the Lead Presenter at three annual client conferences, with an emphasis on gathering feedback for use in future product development.

• Application Support Analyst

  • Feb 2016 - Nov 2017

  - Led client communications for major system upgrades, code releases and infrastructure maintenance, ensuring minimal disruption to end users and compliance with governance procedures.- Successfully coordinated the rollout of a new client Support Portal, using personalised communications, online training and comprehensive documentation to facilitate a smooth transition.- Worked closely with the HR team to compile evidence for third party auditors and quality standards organisations, demonstrating our quality of service to achieve ISO:9001 compliance.



Land Securities

• South Africa
• 1 - 100 Employee

• IT Helpdesk Administrator

  • Jan 2015 - Oct 2015

  Despite a lack of exposure to technical IT support roles, I rapidly excelled to become the top-call closer and became a highly valued member of the team. Responsibilities: • Providing 1st and 2nd line support for up to 900 users and service partners. • Consistently dealing with all service requests and incidents to an ITIL standard, ensuring quality customer service. • Ensuring all delivery dates for requests were met and keeping a high level of communication with the relevant parties from start to finish. • Carrying out quarterly network account and finance systems audits, ensuring system security and efficiency. • Leading an audit on corporate iPad stock and subsequently revising roll-out and asset management processes. • Working closely with Human Resources in numerous projects, such as employee orientation and IT workshops to increase productivity. • Assisting with the training of new Helpdesk staff.