• May 2022 - Present

- Manage escalated queries from the customer support team- Provide support on our unique products and troubleshoot issues with software installed on ourcustomer environments- Take ownership of customer enquiries and drive cases to closure- Provide technical support to our customers and provide advice to technical consultants.- Investigate trends and newfound issues and raise potential bugs or problem tickets with the productdevelopment teams.- Work closely with product owners to make workarounds for known issues and create reproductionsteps for known issues- Proactively test the CAT and UAT environments to find unknown issues on new releases as well asconfirm any new fixes are functioning as expected.- This role has improved my problem solving skills as well as my investigation processes Show less

• Mar 2021 - May 2022

• This is my second IT role providing technical customer support at a higher level. • My daily duties require me to investigate scenarios provided by our customers and provide solutions for potential misuse of our products and provide step by step guidance to our customers. • This role has provided me with a lot of knowledge on the BACS processes for Direct debits and payments. • In this role I have furthered my team skills, working hard with my team to become one of the best teams within the Business. We have managed to stay as one of the highest performing teams within our business due to consistent work ethic, communication skills and team driven process management. • I have aided in building a knowledge base within our business to improve consistency of service provided to our customers. This has also provided benefits in case resolution times as my colleagues do not need to repeat steps / processes I have already taken which leads to a better customer journey and quality of service. • In this role, I have gained experience training customers on how to use software solutions we provide and successfully adhere to any application queries from customers. • I closely monitor and manage my time. This has assisted me with keeping up with my Customer SLA's and making sure that priorities are dealt with accordingly. This ensures that expectations are met for our customers, and that our commitment to our customer service standards are met. Show less

Support Analyst

• May 2019 - Mar 2021

• Xn Leisure is where I have started my IT Career. This is my first full time employment within the UK. • Xn Leisure works in a niche market and we focus our software to be a competitive software application in the leisure industry. • This role requires me to investigate problems based on scenarios provided by our customers, replicate the issues they are experiencing and determine whether this is due to a fault with our software and a solution the support team would be able to provide. • My daily duties include providing technical solutions to problems occurring with our customers when using our software solutions. • I have developed skills in using SQL Queries and procedures, providing me with a large amount of confidence in my ability to Alter procedures and create queries which fix issues being experienced by our customers. • In this role I have furthered my skills in problem solving, customer service, Social skills, phone etiquette, navigating Windows Environments, understanding network environments, diagnosing hardware / software faults, using SQL based Databases, time management in time sensitive cases, and stress management. • Provided timely and effective solutions based on information provided by customers. • Efficiently performed troubleshooting through diagnostic techniques and pertinent questions. • Maintained excellent team relationships by helping colleagues with complex customer issues, complaints, computer malfunctions and questions. Show less

ICCC Controller

• Oct 2017 - Jan 2019

•My duty at CAP was to delegate tasks to officers on the ground to control various incident scenarios. These scenarios include Hijackings, Home invasions, various Contact crimes and soft crimes. •Through this role I have developed strong leadership qualities, I have worked well with a team of people and provided great communication skills and depth of understanding in crime classifications as well as a good response time. •I have learned to perform well under pressure and take control of situations to obtain the best results. •This role required me to uphold the highest quality of professionalism, it also required me to become more empathetic when it came to assisting clients and callers on a more personal level, by removing the illusion of customer to company experience, but more toward making people feel comfortable in my ability to assist them, reassuring them that I am more than capable of understanding their frustrations and requirements. •This role helped me develop my group skills, time management, my people skills, my leadership skills, manage my stress in stressful environments and my clientele appreciation. Show less

Showday Assistant

• Jan 2015 - Oct 2017

•This role required outstanding social skills to provide quality customer service to potential clients. •My inclusive goal was to attempt to understand the needs and wants of my customers. I would understand their requirements on a personal level and provide them with the best possible solution to their prerequisites. •This role required outstanding social skills to provide quality customer service to potential clients. •My inclusive goal was to attempt to understand the needs and wants of my customers. I would understand their requirements on a personal level and provide them with the best possible solution to their prerequisites.