Michael Lee

Experience

• 

  ServiceTec

  Dec 2013 - May 2014

  Customer Service Representative

  Temporary Fixed Term Contract• Providing individualised customer service of a high-standard to a professional level. • Answering inbound telephone calls and assisting customers with 1st line support requests, enquiries or general questions.• Handling customers directly either electronically or by telephone and responding to their enquiries in a prompt and professional manner. • Updating the service management system(s) with any modifications or changes and with the present status of incidents, change requests and problems. • Scheduling and allocating work to technicians in priority order to ensure that service level targets are achieved.• Monitoring the health of IT networks using tools and scripts, logging incidents & scheduling work and escalating as appropriate on the basis of alerts/events.• Responsible for setting up and configuring new laptops and desktops to company specifications.• Responsible for installing authorised software to laptops and desktops.• Responsible for setting up new users and disabling accounts in accordance to HR Requirements.• Updating user’s anti-virus software via VPN and Remote Desktop. Show less

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  Xerox

  Jun 2014 - Jul 2015

  Level 1 Technical Agent

  • Supporting 1000+ users providing 1st line support over the phone using remote desktop tools to resolve incidents (SCCM, Remote Desktop and Ultra VNC)• Providing helpdesk support over the phone to all the companies store located in UK and Ireland• Troubleshooting hardware issues which include receipt, grill and desktop printers, till units, Network, Servers, PC/Laptops, Drive Thru monitors and order points, 3M and Quail Communication system, Self-service kiosks and Debit/Credit card readers. • Troubleshooting software issues which include McDonald’s bespoke software, Windows 7 and MS Outlook.• Dealing effectively and professionally with irate and dissatisfied customers• Working in a team of 10-20 to ensure that all McDonald’s store operate at their full potential.• Analysing and understanding the McDonald’s Sales reports and Inventory/Ordering procedure to ensure effective software troubleshooting. Show less

• 

  Atos

  Jul 2015 - Jun 2018

  • IT Advocate

    Feb 2016 - Jun 2018

  • Level 1 Technical Agent

    Jul 2015 - Feb 2016
• 

  Capgemini

  Jun 2018 - Dec 2018

  IT Advocate

  • To provide OTP Training and Support Services to McDonalds restaurants • To provide support and testing for new openings according to the current schedule. • Monitor the UK estate for high calling Restaurants and arrange visits / maintenance work to be carried out. • Perform pre-visit reviews by analysing the call data for any trends and prepare the Store check documents. • Visit the high calling Restaurant and liaise with the business manager to understand the issues experienced. Where possible, attempt to resolve any issues during the visits. Where necessary, provide onsite training to Restaurant staff. Escalation of faults to internal or external vendors and working diligently to achieve timely resolutions according to the SLA. • Perform a health check assessment of the Restaurant covering the following areas: Front Counter, Kitchen, Drive Thru, Back Office, Crew and/or Training Room, Dining Area. • Work on new Restaurant opening projects from inception to completion including Incident rates and lessons-learned reporting. Show less

• 

  ACRELEC

  Jan 2019 - Aug 2022

  • Senior Key Account Manager

    Feb 2020 - Aug 2022

  • Key Account Manager

    Jan 2019 - Feb 2020
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  ACRELEC

  Feb 2024 - now

  Presales Project Manager