Harley Saunders
Service Desk Manager at Mintivo- Claim this Profile
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Topline Score
Bio
Eduardo Chou
I did mentor Harley when he was an apprentice. Committed professional, he excels in customer service and has a good technical knowledge.
Eduardo Chou
I did mentor Harley when he was an apprentice. Committed professional, he excels in customer service and has a good technical knowledge.
Eduardo Chou
I did mentor Harley when he was an apprentice. Committed professional, he excels in customer service and has a good technical knowledge.
Eduardo Chou
I did mentor Harley when he was an apprentice. Committed professional, he excels in customer service and has a good technical knowledge.
Credentials
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Microsoft 365 Certified: Fundamentals
MicrosoftNov, 2022- Nov, 2024 -
Communication Fundamentals: How To Communicate Better
UdemyMay, 2022- Nov, 2024 -
Emotional Intelligence at Work: Learn From Your Emotions
UdemyMay, 2022- Nov, 2024 -
Personal Branding: Strengthen Your Professional Reputation
UdemyMay, 2022- Nov, 2024 -
Productivity Machine: Time Management & Productivity Hacks
UdemyMay, 2022- Nov, 2024 -
Level 3 Certificate in Leadership and Management
ILMMar, 2022- Nov, 2024 -
Highfield Level 2 Award in Conflict Management
HighfieldDec, 2021- Nov, 2024 -
Managing Difficult Conversations with skill and confidence
UdemyDec, 2021- Nov, 2024 -
Level 2 Certificate in Leadership and Team Skills
ILMSep, 2021- Nov, 2024 -
ITIL® 4 Foundation CPD
AXELOS Global Best PracticeNov, 2019- Nov, 2024 -
3CX Advanced Certification
3CXSep, 2019- Nov, 2024 -
3CX Basic Certification
3CXSep, 2019- Nov, 2024 -
3CX Intermediate Certification
3CXSep, 2019- Nov, 2024 -
BCS Level 3 Apprenticeship Award in Networking and Infrastructure
BCS, The Chartered Institute for ITDec, 2018- Nov, 2024 -
BCS Level 3 Award in Coding and Logic
BCS, The Chartered Institute for ITMay, 2018- Nov, 2024 -
BCS Level 3 Award in Business Processes
BCS, The Chartered Institute for ITApr, 2018- Nov, 2024 -
MTA: Cloud Fundamentals - Certified 2018
MicrosoftApr, 2018- Nov, 2024 -
MTA: Mobility and Device Fundamentals - Certified 2018
MicrosoftFeb, 2018- Nov, 2024 -
MTA: Networking Fundamentals - Certified 2018
MicrosoftFeb, 2018- Nov, 2024
Experience
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Mintivo
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Service Desk Manager
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Jan 2023 - Present
- Managing day to day Service Desk Operations- Running Continuous Service Improvements- Line Management of 1st line, 2nd line, Apprentices and Service Desk Analyst- Change and Problem Management- Customer Service Review meetings - Customer reporting and toolset management- License management- KPI implementation and monitoring- Successful tiering of the Service Desk
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Service Desk Team Lead
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Jul 2021 - Jan 2023
- Managing and maintaining service desk tools (Connectwise / DeskDirector / NAble RMM / WarrantyMaster)- Incident and Major Incident Management- Resource planning- Service Delivery Projects (Customer onboarding / On Call refinements / Self service portal)- Service reviews with customers - Daily reporting- Line management
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Incident Coordinator
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Jan 2020 - Jul 2021
-Implementing change management- Implementing incident management- Implementing major incident management- Implementing event management- Implementing problem management- Resource management- Procurement- Ensuring all of the above work within Connectwise Manage
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IVC Evidensia
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United Kingdom
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Veterinary Services
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700 & Above Employee
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Service Desk Team Lead
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Jan 2019 - Jan 2020
- Technical escalation- Assisting with recruitment- Assisting with transitioning from a Helpdesk to service desk- Assisting with reporting on tickets/calls to implement SLA’s and KPI’s- Creating and defining process- License Admin (Adobe/Xima)- Managing holiday/rota- Communicating Service Outage/Updates out to the company- Training/Mentoring the Service Desk- Technical Lead/Support for company wide projects- Troubleshooting Networking issues- Application support (Adobe/Egress/Voyager/Office/Xima/Papercut/Merlin) Show less
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Networking and Infrastructure Apprentice
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Oct 2017 - Jan 2019
I started at IVC whilst doing a Networking and Infrastructure Apprenticeship with QA. During this time I managed to complete MTA fundamental courses in Networking/Cloud/Mobility and devices.- Created and documented New Starter/Leavers process- Active Directory administration- Folder Permissions- Network Troubleshooting (Internet outages/Printers/Internal Networking)- Zendesk Administration (Created a process for VIP tickets)- Using GoToAssist/TeamViewer/TightVNC for remote support- HyperV/GroupPolicy/Azure/Intune exposure during apprenticeship- Customer Service Experience and Training Show less
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Twitch
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United States
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Software Development
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700 & Above Employee
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Professional Gamer
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Jan 2016 - Oct 2017
I was a professional gamer and streamer for over a year. I regularly commuted to the USA taking part in international competitions. This period in my career demonstrated my ability to adapt to new situations, travel outside of my comfort zone and work within a multicultural international setting. - Good communication Skills - Working within a team - Leadership Skills - Problem Solving I was a professional gamer and streamer for over a year. I regularly commuted to the USA taking part in international competitions. This period in my career demonstrated my ability to adapt to new situations, travel outside of my comfort zone and work within a multicultural international setting. - Good communication Skills - Working within a team - Leadership Skills - Problem Solving
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Tesco
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United Kingdom
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Retail
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700 & Above Employee
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Checkout Assistant
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Oct 2015 - Jan 2016
This was a temporary role, during which I spent the busiest period of the year on the checkouts, I needed to react fast to issues and solve them either by myself or by following correct procedure in order to maintain smooth and high quality customer service. This role increased and developed my interpersonal skills. I was offered a fulltime role but I decided to follow my interests and pursue gaming instead. This was a temporary role, during which I spent the busiest period of the year on the checkouts, I needed to react fast to issues and solve them either by myself or by following correct procedure in order to maintain smooth and high quality customer service. This role increased and developed my interpersonal skills. I was offered a fulltime role but I decided to follow my interests and pursue gaming instead.
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Education
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2014 - 2016
The Blue School Wells
A Levels -
2009 - 2014
The Blue School Wells
GCSE's
Community
