Rebekah Edwards
Senior Software Support Advisor at Natural HR- Claim this Profile
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Bio
Credentials
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Green Digital Skills
INCO AcademyMay, 2023- Oct, 2024 -
Introduction to Web Development
Coding Black FemalesSep, 2022- Oct, 2024 -
IT Security: Defense against the digital dark arts
GoogleNov, 2021- Oct, 2024 -
System Administration and IT Infrastructure Services
GoogleNov, 2021- Oct, 2024 -
Bits and Bytes of Computer Networking
GoogleOct, 2021- Oct, 2024 -
Operating Systems and You: Becoming a Power User
GoogleOct, 2021- Oct, 2024 -
Technical Support Fundamentals
GoogleAug, 2021- Oct, 2024
Experience
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Natural HR
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United Kingdom
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Software Development
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1 - 100 Employee
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Senior Software Support Advisor
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Jan 2022 - Present
• Accelerated to Senior Software Support Advisor within 6 months with the following responsibilities: • Managed and resolved escalated software issues with the Developer team by: o Checking Qualified Logs to ensure they are valid and all areas of investigation are carried out - escalating to Development team via Jira o Testing fixes and updating Jira and customers accordingly Supporting 1st line Advisors by o Reviewing aged tickets and taking the time to test and find resolutions, consulting with other teams when required o Working with 1st line support team to find resolutions to issues raised o Checking incoming and alerting Software Support Manager of any business-critical issues. o Ensuring all incoming has been responded to or assigned within 15-minute SLA window. o Assisting first line team with online customer calls when required o First point of contact with Senior Development team • Advanced internal knowledge base and facilitated external training by o Adding content to internal knowledge base for support related queries such as written articles and videos to aid customers with common questions. o Creating investigation and diagnostic videos to aid with support team learning o Identifying knowledge gaps within the team from questions asked and advising Software Support Manager - also creating articles to aid with this and future questions o Assisting with the training of new team members by holding diagnostic demonstrations and frequently asked questions sessions o Aiding other teams within the business with training and instructional requirements where required Show less
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Ministry of Education – UAE
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United Arab Emirates
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Government Administration
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700 & Above Employee
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English Language Teacher
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Jan 2019 - Jan 2021
This position which I held for two years enhanced my creativity and critical thinking abilities and encouraged me to be adaptable, analytical and practical to complete tasks and ensure my students received the highest standard of education. This position was highly rewarding and encouraged me to pursue my passions that extend beyond classroom teaching. •Prepared delivery of subject material according to the approved curriculum •Developed educational strategies designed to encourage student comprehension and engagement •Facilitated knowledge transfer through engaging presentations, interactive discussions, skill development activities and projects •Adapted course material and resources to meet the needs of individual students Assigned and corrected homework and essays •Prepared, administered and marked tests and quizzes •Liaised with parents, students and school officials •Participated and contributed to staff meetings, education conferences and teacher training workshops •Taught, engaged and evaluated students through distance learning Show less
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The Challenge
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United Kingdom
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Civic and Social Organizations
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100 - 200 Employee
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Social Action Manager / Assistant Programme Manager
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Jun 2018 - Nov 2018
Following my time at University I began a role as a Social Action Manager working with a charity that encouraged young people to engage in local social action. This management position supported my natural ability to lead and allowed me to develop my technical skills whilst actively being engage in local social action. During this role I:• Strategically managed diverse projects by liaising with venue providers and streamlining cash handling, risk management and data management processes.• Supervised up to 7 seasonal staff providing professional development support, addressing logistical needs and delivering performance appraisals.• Established community initiatives in partnership with a variety of local organisations.• Developed tailored curriculum engaging up to 72 young people to complete thoughtful social action projects. Show less
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Engagement Coordinator
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Mar 2018 - Jun 2018
•Proactively identified new opportunities to support the recruitment, engagement and retention of programme participants.•Assisted young people and parents through the sign-up process mainly through phone calls•Managed and built relationships with cohorts of young people.•Organised and produced recruitment, retention, and informational events with schools and venuesWorked towards individual and team targets•Administrative – advanced use of CRM software to track targets and stakeholder accounts valued at over £50,000 Show less
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Senior Mentor
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Jun 2015 - Nov 2017
•Directly responsible for the pastoral care of up to twelve young people per programme •Provided support and mentoring to a team throughout their National Citizen Service programme •Delivered evening sessions on topical issues as well as departmental sessions •Organised and delivered sessions and icebreakers for up to 72 young people •Lead visits to community charity partners whilst assisting young people in creating a social action project •Maintained safeguarding practices and behaviour management Show less
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Kookeli
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Retail
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Office and IT Administrator
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Jan 2015 - Jun 2016
•Managed multiple online stores including ebay, etsy and amazon •Fulfilled orders from online stores •Managed stock inventory •Provided online customer support •Carried out routine configurations, updates and installations •Investigated network and security issues •Set up new users on laptops and email •Managed multiple online stores including ebay, etsy and amazon •Fulfilled orders from online stores •Managed stock inventory •Provided online customer support •Carried out routine configurations, updates and installations •Investigated network and security issues •Set up new users on laptops and email
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Inditex
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Spain
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Retail
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700 & Above Employee
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Sales Associate / Operations Team
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Sep 2012 - Jul 2014
I began my career in the Retail Industry as a Sales Associate. Working in this customer-driven environment enhanced my communication skills and allowed me to develop my listening, problem-solving and verbal skills. •Worked as a Cashier which involved till operation and banking •Delivered excellent, high-quality customer service •Replenished and maintained standards on the cask desk •Maintained visual standards on the shop floor •Worked to meet daily targets •Worked as part of the operations team performing stockroom tasks and replenishment duties including stock counting, organising, replenishing and order placing. Show less
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Education
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2014 - 2017
Goldsmiths, University of London
Bachelor of Arts - BA, English and American Literature
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