Mark Darelli

Experience

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  Various youth work organisations

  Dec 2003 - Sept 2005

  Youth Worker

  Working with young adults with behavioural difficulties to provide support both on a personal level and in larger groups. I worked as part of a team working alongside teachers in schools and colleges to provide help with challenging individuals. I also helped to setup and run various clubs and activities where the young adults would be able to meet and relax.

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  The cottage inn

  Sept 2005 - Dec 2005

  Assistant Bar Manager

  The Cottage Inn is a small public house located in Wembdon, Bridgwater. As a bar manager I helped to serve customers drinks and food as well as managing stock levels, resolving customer complaints, creating staff rota’s and managing financial records

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  JAG Communications Inc.

  Dec 2005 - Apr 2007

  Sales Executive

  JAG Communications is a small to medium mobile phone company who have over 50 stores countrywide. I worked for the company as part of a team of three to provide mobile communication solutions to members of the public and local businesses. Communicating with the customer to ascertain their individual needs and wants was vital, and helped me to provide them with a mobile plan that they were happy with and phone that covered all of their requirements.Responsibilities: Resolving issues with phones/contracts Ascertaining customers’ needs Working towards and exceeding targets Managing/maintaining stock levelsKey Skills Effective communicator Self-management Fault diagnosis Team Player Show less

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  Debenhams

  Apr 2007 - May 2015

  TECHNICAL SKILLSSQL server 2003/2008/2012EPOS InstallationCA Product support - ITCM/NSM/Arcserve D2D/UCMVsphere/VMwareServer Hardware MaintenancePOS device support - NCR tills/scanners/C&Ps/RF devices/PrintersAntivirusNetworking/TCP IPLinux support (Basic)Remote support Fault findingFix/Workaround developmentMonitoringI worked as part of a small team who support the complete EPOS Service for all 173 Debenhams stores across the country and all Head office users. As part of being an application support analyst I maintained and supported various server OS platforms such as Windows server 2003, 2008, 2012 and Linux, provided and monitored backup solutions using CA Arcserve products and diagnosed root causes of issues passed to the team in a timely manner. I then looked to develop fixes or workarounds for the issue and communicate effectively to ensure all downtimes are kept to an absolute minimum and problems resolved within SLA.Responsibilities: Provide second line support to end users Analyse incidents to identify any trends infrequency and severity. Diagnosing faults and developing workaroundsand fixes to prevent SLA’s being breached Working on various server operating systemsincluding Windows and Linux Providing accurate and timely communication toend users when investigating issues Actively encourage and support the learning and development of both first and second line teams Create and deliver training plans and knowledge base documents. Participate in out of hours callout rotaKey Skills Proactive Methodical thinking Service Delivery Team player Going above and beyond Training Effective Communicator Flexible Good Time management Show less Working as part of a 1st line team to support users from Debenhams stores, head office and external Suppliers. Worked to resolve a wide range of I.T. based issues. I was responsible for supporting EPOS tills, kiosks, servers, RF equipment and various other hardware and work closely with staff and external engineers to diagnose and resolve any issues that occur. I also help to diagnose faults within software on store/head office computers and on multiple server operating systems, where I use my knowledge gained from previous experience and research to fix the problem within the individual SLA.Responsibilities: Diagnosing faults and managing to completion Working to meet Business SLA’s Prioritising problems based on Companyneeds Communicating and escalating major issues Accurately raising incidents for users to trackprogression Documenting issues to raise first time fixpercentage Training team members and new startersKey Skills Fault diagnosis Strong communicator Incident management Team player Training PC literate Logical thought process Good Time management Show less

  • 2nd LineTechnical Support Analyst

    Nov 2012 - May 2015

  • Service Desk Analyst

    Apr 2007 - Nov 2012
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  Transvault

  May 2015 - now

  As a Technical Presales Manager, my role is to build customer confidence by understanding the customer’s needs and providing a creative solution to meet any required outcome. As the first technical point of contact with customers, I am highly influential in demonstrating that Transvault is the best solution for their requirements. At a high level, my role is accountable and responsible for:• Generating solutions and strategies to persuade decision makers• Articulating a high-level migration strategy for end clients• Influence buying behaviour and improve win rate• Understanding the technical capabilities and values of our software Show less

  • Technical Presales Manager

    Jul 2022 - now

  • Technical Account Manager

    Jun 2018 - Aug 2022

  • Support Specialist

    May 2015 - Jun 2018