Benjamin Smith

Experience

• 

  Bhs British Home Stores

  Nov 2007 - Apr 2010

  Sales Advisor - Menswear & Childrenswear
• 

  House of Fraser

  Apr 2010 - Mar 2014

  • Deputy Sales Manager - Menswear

    Feb 2013 - Mar 2014

  • Senior Sales Advisor - Menswear

    May 2012 - Feb 2013

  • Sales Advisor - Womenswear & Menswear

    Apr 2010 - May 2012
• 

  Biffa

  Mar 2014 - Feb 2023

  Moving to a senior position within my team, I continued with my previous work, but was also able to take on more responsibility when it came to organising my team. For example, providing my team with a plan each week that detailed where in the business/country each team member’s support would be needed. I would also provide the relevant business contacts with this schedule to show them when they could expect support from a member of my team.In March 2020, I readjusted completely to working remotely due to the pandemic. Although the lockdown put a halt on site visits, I was able to take on some new responsibilities as my small team was then tasked with imaging and preparing over 300 laptops for office-based employees throughout the business who were also adjusting to working from home. As the demand for new laptops declined, my day-to-day work became focused on providing remote second line support, as well as acting as an escalation point for the service desk. This continued until June 2021 when I was asked to provide support to our infrastructure team. Since then, I have taken on 3 main projects for this team and have managed them across the company:- Multi-factor authentication - Okta Verify- Windows 10 OS upgrades - ensuring devices are up-to-date business-wide- Office 2013 to Office 365 upgradesThis secondment was brought to an end at the start of 2022, where I returned back to my usual Senior Field based role where I have continued working based remotely at home, with proactive and reactive site visits across the country. Show less Working as part of a close team, I took on a field-based role in which I provided on-site support to Biffa sites across the country.My tasks included:- Providing on-demand and proactive support at head offices, Biffa depots, landfill and weighbridge sites- Supporting office moves and relocations, as well as the transition of acquired sites by migrating data and installing hardware- Office365 Administration - Mailbox creation, licence maintenance- Configuring and deploying various devices including laptops, desktops and tablets- Creating corporate images for new Windows devices using Acronis- Patching and repatching network ports, tidying comms racks- Supporting the deployment of applications and managing Windows updates using SCCM- Attending both planned and reactive site visits to resolve incidents of both low and critical importance.- Liaising with 3rd party support providers when necessary for various managed technologies- Providing 2nd line support, using ServiceNow, to resolve queries within the SLAs- Resolving escalated tickets from the Service Desk- Escalating queries to 3rd line support where appropriate- Configuring Biffa drivers' handheld devices, e.g. TomToms or M3s, using SOTI Mobicontrol MDM solution Show less In this role, I provided 1st line support for all IT, telephony and network issues across the group, as well as carrying out excellent incident management, adhering to SLAs. This was achieved by working closely with users to resolve incidents in a timely and professional manner, with an aim of first contact resolutions. When this was not possible, I would liaise directly with internal 2nd and 3rd line teams, as well as escalating externally when necessary, with suppliers such as HP and Lexmark. Whilst in this position, I was able to gain strong IT skills and experience, as well as close familiarity with Windows 7, Windows 10, Active Directory, Printers, Service Now and HP laptops. Show less Here, my main duties included handling incoming customer queries both via telephone and email. I handled key accounts, such as PHS, as well as being the primary contact for broker, ACM. I also covered the high priority SBC inbox; the main inbox for skips, bulkers and compactors for the highest grossing brokers. Additionally, I helped with the initial start up of the Brokerchurn inbox and handled the trial for two months to set the procedures which would then be carried on for other employees. In this role, I was consistently able to answer all calls quickly, efficiently and professionally, in order to meet the company’s required SLA. Show less

  • Senior IT Field Services Engineer

    Oct 2019 - Feb 2023

  • IT Field Services Engineer

    Feb 2018 - Oct 2019

  • IT Service Desk Analyst

    Nov 2016 - Feb 2018

  • Waste Management Executive

    Mar 2014 - Nov 2016
• 

  Sumo Digital Ltd

  Mar 2023 - now

  Technical Support Analyst