Experience

CIC Technology

• Australia
• Information Technology & Services
• 1 - 100 Employee

• Level 2 Customer Service Technician

  • Aug 2022 - Present

• Customer Service Technician

  • Feb 2021 - Aug 2022



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Analyst

  • Oct 2019 - Nov 2020

  Role description: The deployment, installation, and maintenance of hardware required to facilitate the servicing of IBM cloud’s customer base infrastructure, primarily within the London 02 Datacentre facility. Role responsibilities: • Rack & stack– Relocation and racking of hardware up to 60KG over short distances and when required with the aid of pump trucks, ladders, and lifts. • Build and deployment – The initial build and physical installation of server and network hardware which was tailored to each customer based on their bespoke requirements. • Network & power cabling – Network/power cable provisioning and management, adhering to best practices and OH&S standards. • Maintenance – Preventative maintenance of server and network devices. • Management & repair – Troubleshooting and repair of hardware and network devices. Performing tests to identify and fix errors in computer networks including LAN and WAN (IPMI, KVM, PING). • Management & monitoring – Monitoring the operation of all hardware and network processes. • Managed services on-boarding and integration – On-boarding of servers and network devices to a managed services platform and collaboration with the software and networking engineering teams to ensure the continuity between operational efficiency, availability and security of services. • Technical support & customer service – Providing real time support to clients a which involved root-cause analysis and troubleshooting in time pressuring situations. • Mentoring – Educating and guiding my peers when required. Show less



Dixons Carphone

• United Kingdom
• Retail
• 700 & Above Employee

• Team Lead

  • Feb 2018 - Sep 2019

  Role description: I initially started Carphone Warehouse as a sales representative where I was responsible for ensuring high levels of customer service to all customers in the store as well as, driving sales for the department. As my background, experience, and skills are in IT I was given the opportunity to move to the Knowhow Tech Bar. In the Tech Bar I was responsible for all computer and device repairs and installations, building and managing my team’s productivity and skills and, building our overall success. Role responsibilities:  Create an inspiring team environment with an open communication culture  Set clear team goals  Delegate tasks and set deadlines  Oversee day-to-day operation  Monitor team performance and report on metrics  Motivate team members  Discover training needs and provide coaching  Listen to team members’ feedback and resolve any issues or conflicts  Recognize high performance and reward accomplishments  Encourage creativity and risk-taking  Suggest and organize team-building activities Show less



VM Hi-i Services Ltd

• Walton-on-Thames, Surrey, United Kingdom

• Managing Director

  • Jan 2013 - Jan 2018

  Role: Owner/ Managing Director In early 2013 I established a high street retail and consultancy business in my home town, Walton-on-Thames. The primary products and services offered were targeted at electronic peripherals and appliances as well as IT & AV installation, maintenance, repair, and consultancy services. Role responsibilities: I ran the front and backend duties in the shop from A-Z including all areas relating to: • Business development • Lead generation & realizing opportunities • HMRC financial year-end tax filing • Bookkeeping & reconciliation of day to day accounting • Quarterly VAT tax returns • Stock purchasing • Stock inventory auditing • Management of supplier relationships and trade agreements • External recruitment hiring • HR and Payroll • Customer service & relationship • Customer repair and diagnostics of electronic equipment (IT & AV) • Callout services for IT installation and consultancy services. Show less



Harrods

• United Kingdom
• Retail
• 700 & Above Employee

• Computer Technician & Technology Solutions Adviser

  • Jan 2012 - Jan 2013

  Role: Senior IT Technician My primary base was situated at the tech bar located on the technology floor at the Harrods Knightsbridge Store. My day to day duties consisted of consulting with high profile customers to understand their technological needs to prescribe an appropriate product or service to fulfill their requirements. Role responsibilities: • Designing & consulting with customers to fulfill bespoke home and business IT solutions • IT & AV hardware & service Installations • IT & AV repairs & maintenance • Liaising with suppliers and manufacturers • Delegation of workload and logging processes • Diagnosing software issues ranging from Windows, Apple, and Android operating systems and applications. Show less