Experience

Sensée

• South Korea
• Book and Periodical Publishing
• 1 - 100 Employee

• Customer Service Agent

  • Feb 2022 - Present

  Here, I provide exceptional over-the-phone support to customers of a FCA-regulated client, consistently meeting and exceeding quality assurance standards. Along with this, I serve as a point of escalation for customers, while collaborating with internal specialist teams to deliver prompt and precise reporting of relevant information. In addition, I conduct thorough investigations and furnish accurate and detailed information to escalation points, effectively managing customer expectations. Furthermore, I resolve customers' financial queries and official customer complaints over an extended period by providing precise and comprehensive information, while exhibiting thoroughness and attention to detail. Selected Contributions: • Demonstrated technical expertise and troubleshooting skills for the client's devices as part of the second line technical team during non-business hours. • Maintained accuracy in reporting all logged information and raised tickets, in alignment with QA requirements. • Identified and addressed the root causes of issues to ensure customer satisfaction in a fast-paced environment. • Maintained self-sufficiency in a dynamic work environment and adhered to all security protocols regarding personal equipment. Show less



Exact Solutions

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Site Help Desk

  • Nov 2017 - Jan 2020

  During this tenure, I managed the day-to-day operations of the Helpdesk for multiple chambers, providing comprehensive support to staff, barristers, Judges, and visiting clients/solicitors. Furthermore, I provided expert advice on GDPR security compliance for new chamber builds. I also assisted in training chambers staff and barristers on the utilisation of new network systems, including comprehensive step-by-step guides with visual aids for transitioning from Windows 7 to Windows 10. In addition to the above, I provided out-of-hours and weekend support to multiple chambers overseas for personal equipment. Selected Contributions: • Successfully implemented an efficient ticketing system, eliminating the need for on-site IT books. • Standardised site documentation across all locations, ensuring easy access to relevant information. • Revamped the outdated RDP system to new cloud-based solution and implemented encryption measures. • Drove transition from archaic Win7/XP encryption formats to cloud-based data solution. Show less



Joskos IT Training and Recruitment

• Computer Networking
• 1 - 100 Employee

• 2nd Line Service Desk Analyst

  • Apr 2015 - Nov 2017

  In this role, I managed tickets and coordinated with Desk/Field engineers using Autotask software. I served as an escalation point for issue resolution, leveraging supervisory experience to address common challenges. As well, I engaged in regular communication with clients and various internal departments daily. Moreover, I provided comprehensive training to new staff members, both in service desk and field roles. Along with the above responsibilities, I administered and established internal ITIL processes/workflows. I was also responsible for conducting weekly site visits to primary/secondary schools, ensuring smooth IT operations. Furthermore, I prioritised multiple ticket queues based on impact and urgency of issues, escalating to account management and third-line engineers as necessary. Selected Contributions: • Oversaw sizable projects, including successful deployment of up to 450 new imaged devices. • Successfully set up multiple new phone networks as part of individual projects. • Utilised remote software for troubleshooting, and resolving a wide range of client issues, from password resets to critical incidents such as virtualised servers or email exchanges going offline. • Resolved software and hardware issues by regularly utilising Active Directory, Group Policy, and DNS, collaborating with third-party vendors. • Recipient of the Rising Star award, achieving rapid career progression from trainee to 2nd Level within the first year of employment, marking a notable accomplishment in the IT field. Show less



Smyths Toys Superstores

• Ireland
• Retail
• 700 & Above Employee

• Sales Assistant

  • Sep 2010 - Oct 2014

  -Acting duty/Store manager -Managing specific departments -Solving technical issues with equipment (tills, printers etc) -Supporting offsite technicians -Range of products include bikes/trampolines/baby chairs/buggies/computer games and consoles -Managing a team of between 4 and 10 people -Dealing with hostile customer enquires and complaints -Member of Health and safety committee -Hitting daily sales targets -Ordering stock/transferring stock/delivering stock to customers -Merchandising the shop to company standard -Building displays of slides/trampolines/bikes -Dealing with cash office -Having a good product knowledge on majority of the over 2 thousand products we sell Show less



Game Retail Ltd.

• Sales assistant

  • Oct 2009 - Jan 2010

  -Serving customers with package deals -Keeping stock in alpha/alpha order -Managing warehouse and stock control -Serving customers with package deals -Keeping stock in alpha/alpha order -Managing warehouse and stock control



Sainsbury's

• United Kingdom
• Retail
• 700 & Above Employee

• Bakery assistant

  • Apr 2007 - Apr 2008

  -Baking a wide range of food (cream cakes/bread/breadsticks) -Serving customers in a fast paced environment -Keeping eye on stock levels and reducing pricing based on end date of product/time of day -Managing stock rotation -Baking a wide range of food (cream cakes/bread/breadsticks) -Serving customers in a fast paced environment -Keeping eye on stock levels and reducing pricing based on end date of product/time of day -Managing stock rotation