Experience

Giacom

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• IT Engineer

  • Mar 2020 - Present

  Helpdesk management and employee one-to-one support in software and hardware issues. Actively using MS O365 admin center’s and Azure admin services to assist with DWS colleagues using a separate tenancy of the O365 environment. Supporting various special IT projects across the business such as the Windows upgrade program (1809 > 1909 and beyond), Covid office support thought the pandemic and back to the office planning. Periodically manning the IT help line, as well as providing support over Helpdesk Chat and Microsoft Teams. Communicating and planning IT support with a remote team across various offices within the UK. Providing secondary training to personnel struggling with technological tools and systems. Tailoring communication based on level of IT knowledge. Building, profiling and dispatching domain-joined laptops to new starters, purchasing and providing all kit, creating business portal accounts and first day guidance across various departments. Organising the return of IT equipment for leavers, making sure everything is returned to stock and re-built, and closing accounts. Stocking and sending IT equipment to staff from keyboard and mice to mobile handsets and compliant laptops. Assisting with Digital/Telecom industry events by providing IT support for marketing and sales staff. Show less



Fleur Campaign, Daisy Wholesale

• Eastleigh, England, United Kingdom

• Customer Support Team Leader

  • May 2016 - Mar 2020

  Built Fleur second line support into a reliable, working department from a team originally without processes or training. Managed 40+ staff on a daily basis. Provided training and organisation, and assigned workload to both the Fleur and SSE campaigns. Conducted one-to-one’s and personal development reviews with Customer Support Agents on a regular basis, including training sessions with DWS and SSE staff on new products/procedures etc. Liaised directly with end users via SSE, with technical assistance and general broadband understanding, through hands-on outreach workshops. Show less



SSE Campaign, Daisy Wholesale

• Eastleigh, England, United Kingdom

• Customer Support Agent

  • Jul 2013 - May 2016

  Provided multi-skilled provisioning and fault support for a specialty campaign for the largest client in Daisy Wholesale. Managed second line cases and calls for SSE while meeting agreed expectations and objectives. Proactively monitored network and systems to ensure issues were picked up before the client noticed any problems. Trained new staff to a high standard, and implemented new processes and procedures to improve efficiency. Provided multi-skilled provisioning and fault support for a specialty campaign for the largest client in Daisy Wholesale. Managed second line cases and calls for SSE while meeting agreed expectations and objectives. Proactively monitored network and systems to ensure issues were picked up before the client noticed any problems. Trained new staff to a high standard, and implemented new processes and procedures to improve efficiency.



On-Site Connect Ltd

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Account Manager

  • Dec 2012 - Jul 2013

  Managed dedicated accounts for VoIP and Broadband clients, provided skilled support and escalation where needed. Secured high-value accounts through upselling, effective customer solutions and promoting business opportunities. Managed dedicated accounts for VoIP and Broadband clients, provided skilled support and escalation where needed. Secured high-value accounts through upselling, effective customer solutions and promoting business opportunities.



Daisy Wholesale

• Eastleigh, England, United Kingdom

• Provisioning Advisor

  • Jan 2010 - Dec 2012

  Provided first line support for resellers to resolve order issues and maintain customer satisfaction. Trained new staff members within target periods in both group settings and through workplace shadowing. Provided first line support for resellers to resolve order issues and maintain customer satisfaction. Trained new staff members within target periods in both group settings and through workplace shadowing.



The Listening Company

• United Kingdom
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Back Office Support Member

  • Feb 2007 - Jan 2010

  Worked in Sky Broadband’s highest technical helpdesk fixing troubled orders for customers while adhering to SLA. Worked in Sky Broadband’s highest technical helpdesk fixing troubled orders for customers while adhering to SLA.