Experience

Dr Logic

• United Kingdom
• Information Technology & Services
• 1 - 100 Employee

• Project Engineer

  • Mar 2020 - Present

• Technical Account Manager

  • Aug 2018 - Mar 2020



Canterbury Christ Church University

• United Kingdom
• Higher Education
• 700 & Above Employee

• IT Support Engineer

  • Jan 2017 - Sep 2018

  As IT Support Engineer at Canterbury Christ Church University, I Am tasked with providing the support and maintenance of an IT estate consisting of 1000 + computers, iMac’s, laptops, printers, VOIP phones & networking equipment to guarantee a smooth and enjoyable IT user experience for more than 1500 staff and 10,000+ students. Roles include:- Diagnose, analyse and resolve users PC, iMac, Laptop, MacBook, hand-held device software and hardware issues.- Troubleshooting 2nd line networking and connectivity issues, including maintenance of in house Wi-Fi- Provide expert support for multi-site computers and peripheral equipment.- Adding and removing users and devices from Active Directory- Installation, maintenance and upgrades of IT Hardware - Laptops, PC’s, Printers, VoIP phones- Applying time critical fixes, during lectures and at mission critical times- Troubleshooting and installing of Audio Visual equipment: Projectors, Smartboards & Microphones



Bose Corporation

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Tier 2 Technical Support Advisor

  • Aug 2015 - Dec 2017

  As Technical Support Advisor, based in a service desk role, I provided over the phone technical assistance to a number of Bose customers, resellers and repair outlets. Providing exemplary customer service to meet Bose corporations exacting standards.- Providing technical assistance via phone and email to resolve 1st and 2nd line faults with Bose Products- Liaising with 3rd line engineers at central repair centre in Belgium- Creating and editing documents in centralized knowledgebase- Logging of all interactions with customers and colleagues- Contacting 3rd party vendors and installers to resolve customer issues in a timely manner- Using remote support tools such as TeamViewer to resolve Software and Hardware issues



Solutions inc.

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Head Technician

  • Jun 2013 - Aug 2015

  As Head Technician my daily tasks consisted of providing high quality, efficient repairs, for retail, business and educational customers. Performing software & hardware diagnostics on a number of Apple products to ensure the best end results for computer & iPad repairs. A target driven technical role that requires an advanced knowledge of IT hardware & software and fantastic time management skills. Duties included:- Repairing iMacs, MacBooks, iPads and other Apple equipment in line with Apple SLA’s- Performing upgrades on customer devices, both hardware and software- Troubleshooting hardware and software faults, in store and via email and telephone- Liaising with Schools and Businesses to resolve issues with mission critical devices- Main point of contact for colleagues to escalate issues too- Assisting colleagues with hardware upgrades and resolving software faults- Creating knowledge base and how to documents for colleagues