First Line Support

• Nov 2018 - Present

Platform Specialist

• Jun 2015 - Oct 2018

The role of the Platform Specialist is to provide configuration and integration services to Platform Projects and Platform Services.Responsibilities:* Configuration and testing of data feeds and integration with customer systems* Setup and testing of Single Sign On* Creation of custom reports* Specialist platform configuration including role and security changes* Identify and assist with automating repetitive processes* Support Configuration Specialists and Platform Projects* Ensure time is logged to improve Management Information and project profitability tracking. Show less

Configuration Specialist

• Apr 2014 - Jun 2015

Managing and supporting the ‘end to end’ process of configuring our SkillsServe platform to meet predefined project requirementsManaging and supporting the configuration, deployment and maintenance of our online learning assets and those of our partnersManaging and assisting Team Members with the set-up or migration of new sites and associated data as dictated by project requirementsEffectively communicating and continually managing the expectations of Customers, Team Members and Stakeholders in a clear and timely fashion within established process Supporting configuration change requests, content updates and new feature roll-outs Ensuring all configuration projects undergo a suitable level of quality control to minimise support requests Show less

Customer Support Administrator

• Apr 2012 - Apr 2014

To be responsible for receiving and resolving first-line customer support queries for all Unicorn clients, meeting documented Service Level Agreements.To manage those queries and subsequent responses via our Vivantio Call Logging system, ensuring that all call information is recorded in timely and accurate manner.

Know How

• Apr 2007 - Apr 2012

This role is primarily a customer service with the focus being helping customers understand the technology they are buying and giving assistance if things don't go the right way. Responsibilities: * Assisting customers with getting to grips with new technology. * Refunds * Giving impartial advice to customers based on their needs. * Putting the customer first and making sure their experience is one to remember for the right reasons. This role is primarily a customer service with the focus being helping customers understand the technology they are buying and giving assistance if things don't go the right way. Responsibilities: * Assisting customers with getting to grips with new technology. * Refunds * Giving impartial advice to customers based on their needs. * Putting the customer first and making sure their experience is one to remember for the right reasons.