Support Desk Manager

• May 2023 - Present

I oversee daily operations and lead the Support Desk team, reporting to the Medical Director. My responsibilities include managing support tickets, maintaining the knowledge base, training technicians, and administering applications. I provide online training, support hiring processes, and collaborate with Customer Success Account Managers. I contribute to strategy development and optimization of tools. Informed on changes, technology updates, system releases, and business strategy.

Senior Application Support Engineer

• Sep 2022 - May 2023

Application Support Technician

• Jan 2022 - Sep 2022

Obtained an in depth understanding of the company applications and how users interact with themTelephone and email application-level support to end users and colleaguesMaintaining the helpdesk system to keep a record of all support issues reportedUpdating central knowledge base documentation to contribute to internal knowledge sharing of issue resolutionsMaintaining a customer facing product knowledge base to aid users with support queriesProvide online training sessions and take part in webinars to help educate users on how to use new and existing areas of system functionalityAdministration of company applications including creation of new user accounts and customer specific application-level configurationsInvestigation of reported issues and escalation to appropriate teams both in house and external where necessarySupport Customer Success Account Manager Show less

Technical Support Helpdesk Analyst

• Sep 2020 - Dec 2021

Busy service helpdesk analyst supporting internal colleagues and engineers out in the field. Helping technicians in the field resolve issues with smart meter scheming assisting inquiries, problems and issues with equipment and applications. Handling Upwards of 60-100 inbound phone calls or 230 messages per day. Using the in-house system and technical handheld tablets to confidently provide technical support solving issues and guiding engineers through processes including use of CITRIX, ORACAL, SALESFORCE, MS OFFICE, TEAM VIEWER cloud services, data entry & XML reports etc. Show less

Technical Support Specialist

• Oct 2016 - Apr 2020

Provided technical support for customers using Android and iOS software and hardware. Educating customers and colleagues about different devices and technology. Face to Face technical support for android (google) and ios (apple) software and hardware. Testing and diagnostics for trade ins, recycled hardware, plus repairs and exchanges Mobile OS software fixes / flashing / reboot and factory data resets Providing customers with a complete set up and tutorial of new devices. Account or email set-up and password resting help Data transfers from device to device. With security lock/pass code set up. Along with 2 step authentication access. Compliant with FCA & GDPR / full handling of insure claims from start of claim trou to receiving and setting up of new device. Plus retrieval of any cloud based backup or restores. Start of day store set-up and preparation for the days sales, also pos and visual merchandising changes and or ordering. Setup and Maintain all demo devices and relevant security fixtures and fittings. Receipt of store stock delivery and consigning into warehouse accompanied by stock counts or audits, Daily and monthly. End of day returns consignments. In addition to my day to day duties I also go above and beyond in my role as a in-store mobile pro. In that I have set up and produced company wide training videos and support documents, posters,leaflets, plus quizzes. On a range of subjects, this has helped my colleagues increase their knowledge and support them on new launches. I have posted videos on the internal company social media site promoting “demo's” and “how to” content with over 30 thousand views & likes. Show less

customer consultant

• Sep 2002 - Oct 2016

Sales Consultant & Branch Manager . 2002 – 2016 Providing world class customer solutions through a structured assisted sales journey. Developed many different sales and customer service techniques. Working In a vibrant diverse team. Numerous sales training days, which entailed learning how to approach, question and sell to customers in the correct way, fully trained a complaint in data protection act (GDPR) trained to adhere to the FCA (financial conduct authority) insurance procedure, and I am able to explore, identify and recommend insurance packages to customers through an advised journey to fulfil FCA requirements. Create and manage customer accounts on multiple EPOS systems Carrying out official credit checks and processing mobile phone and broadband contracts Proficient in all types of retail re-merchandising Carry out detailed stock audit Daily and weekly banking Plan staff rotas in advance in line with business requirements, Hold daily/weekly coaching sessions and one to one meetings on performance. To sum up I have learnt many retail management skills in my time with Carphone warehouse, and these skills are very transferable to other job roles in types of company’s. Show less

sales assistant

• Jan 1999 - Sep 2002

Retail Supervisor & Assistant Manager. Liverpool Hunts Cross When store managing I was responsible for a small team and the day to day running of the store. Also as confectionery department manager my responsibilities included stock checks, orders, recipting stocks plus EPOS admin, merchandising, and informing and training staff on new promotions. experience in cash handling and banking procedures customer service and complaint resolution, Changing promotional material and displays of vhs,dvd & games rental plus sell-thru stock. produced weekly and daily financial transaction statements sale summaries. Employee training in relevant legal legislation needs and rights. experience using an electronic point of sale (EPOS), to make sales, join new members and create their accounts incoming stock deliveries on to the EPOS and rental files. merchandising confectionery Show less