3rd Line Technical Support Engineer

• Feb 2021 - Present

Technical Services Team Leader

• Jul 2015 - Present

Technical Services Consultant

• Feb 2015 - Present

Support and Testing Analyst

• Mar 2014 - Nov 2014

Responsible for daily maintenance of backend systems, troubleshooting and testing, as well as customer support, speaking directly to clients helping solve their problems on a day-to-day basis.Accomplishments:* Configuration and maintenance of Jira, and establishment of processes for bug and new feature logging.* Improving documentation both internally and for clients, as well as establishing a technical roadmap.* Learning new skills, for example basic Google Adwords, Webmaster Tools, Analytics, along with VMWare virtual machine management, and MySQL setup.

Support Engineer

• Sep 2011 - Mar 2014

Responsible for working directly with customers both remotely and in an onsite capacity, as well as providing on call, 24 hour support. Working with major clients such as the BBC, Bauer Media, RTE, and a multitude of radio stations both big and small.Accomplishments:* Spearheading a move from older in-house support ticketing system to Salesforce, and driving use of SF as a CRM tool for the sales team.* In-depth ongoing testing of the entry-level software product resulting in a far more stable version for inclusion with hardware via a major US distributor.* Creation and editing of online content for the company’s wiki and technical manuals for installers.

Support Analyst

• Mar 2008 - Sep 2011

Working on the software helpdesk, solving client issues and collaborating with the internal Projects team as well as with key players in the Publishing industry, including Penguin Books, Bloomsbury, Faber & Faber and Random House.Accomplishments:* Responsible for looking after Active Directory, Exchange servers, VOIP servers and similar.* Played essential role in creating a functional spec for the installation at Bloomsbury and implementation of software elements at Canongate books. * Produced a white paper for the Faber Alliance of medium sized publishers on the latest ebook technology.

Scriptwriter; Quality Assurance/Tester

• Aug 2007 - Mar 2008

As part of this role I have been involved in regular QA work, checking scripts for adherence to style, spelling, grammar, and overall relevance and accuracy in relation to the particular skills focused on in the simulation. As well as writing, I was also involved in the testing of developed e-learning courses using an in-house bug tracking system. As part of this role I have been involved in regular QA work, checking scripts for adherence to style, spelling, grammar, and overall relevance and accuracy in relation to the particular skills focused on in the simulation. As well as writing, I was also involved in the testing of developed e-learning courses using an in-house bug tracking system.

IT Admin Assistant; Media Creation/Editing

• Jul 2006 - Sep 2006

Part of my role involved production of media, both video and static, to be used internally and also for marketing purposes outside of the company. As part of the Arsenal FC perimeter screen installation, I was involved as part of an energetic team on- site, consistently solving problems on the job. I was also responsible for match-day control via the stadium's network. I was responsible for much day to day problem solving, instigation and acceptance of new systems, including managing networked based groupware to increase productivity, as well as work on the company's public website.

General Administration

• Jul 2005 - Sep 2005

Heavily involved in the “Achieving Competitive Excellence” scheme, responsible for the presentation of data in an accessible format. I also undertook the co-ordination of the company’s “Scholar Scheme” – transitioning from paper-based tracking to a database-centric solution. Heavily involved in the “Achieving Competitive Excellence” scheme, responsible for the presentation of data in an accessible format. I also undertook the co-ordination of the company’s “Scholar Scheme” – transitioning from paper-based tracking to a database-centric solution.

Sales Ledger Assistant

• Apr 2004 - Sep 2004

I was responsible for the remittance reconciliation across two systems, including one in-house packageand one industry standard package. I was responsible for the remittance reconciliation across two systems, including one in-house packageand one industry standard package.