Matthew Cripps

Experience

• 

  Atech Cloud

  Feb 2013 - now

  Chosen as Atech Support employee of the year 2018. ITIL & ILM Level 3 certified. Continued in a support role whilst overseeing the Service Desk team.Responsibilities included:-Ticket management-Team management-SLA management-Running daily standups for the entire Service Desk.-Running fortnightly meetings for the entire Service Desk. -Managing 3rd parties.-All scheduling and rota ownership including out of hours support. -Ticket statistic dashboards.-121's for the team. -System ownership and management for multiple systems including the ticketing system (ConnectWise), reporting software (BrightGauge), KnowledgeBase (Confluence) and more. -Client calls (both scheduled and non scheduled).-Overtime claims, expense claims, timesheets. -Team utilisation reports and management. -Client onboarding and offboarding. -Creating internal processes and maintaining them, assisted with ISO27001 accreditation. -Dealing with all client CSAT. Reaching out to every neutral and negative response.-Member of the CAB board. -Client process management. -Acting as an escalation point. -First aid & fire marshal. Show less Continued in a support role whilst overseeing the day to day actions of the Desktop Support team within the Service Desk. Responsible for 4-6 engineers tickets, training and well being. -Responsible for team meetings. -Responsible for 121's.-Responsible for overseeing client SLA's to ensure the team was meeting targets. -Responsible for client meetings to discuss ticket statistics. -Working with directors within the organisation to ensure an excellent service was provided to our clients. Show less Service desk engineer (both remote and onsite).-Completed an IT apprenticeship after taking on the role. -Remote 1st and 2nd line support for multiple global clients. -Onsite break fix as and when required in line with client SLA's.-Onsite support to assist client's existing Service Desk teams. - 6 months onsite support for a UK investment bank. - Extended onsite support for multiple organisations throughout London and Oxford.-Structured cabling installations-Internal / external user churns-Comms room refreshment Show less

  • Support Systems Manager

    Nov 2021 - now

  • Technical Services Manager

    Mar 2021 - Nov 2021

  • Desktop Support Manager

    Oct 2019 - Mar 2021

  • Service Desk Team Lead

    Jan 2018 - Oct 2019

  • Desktop Support Team Leader

    May 2017 - Dec 2017

  • Support Engineer

    Aug 2013 - Apr 2017

  • Warehouse Assistant

    Feb 2013 - Aug 2013