Stewart A.

Experience

• 

  Blockbuster UK

  Jan 2012 - Dec 2013

  Management Trainee

  Maintaining a high level of customer service through product knowledge and enthusiasm.Up Selling to customers, adding on sales and pre-orders.Assuming the managers role in his absence, ensuring the day to day running of the store went smoothly.Delegating task to other members of staff.Ensuring members of staff were aware of and were achieving their relevant targets. If the staff were not meeting target, investigating why not and what could be done to help them.Answering time constrained correspondence from head office via email and phone.Liaising with other store and area managers with regards to store level problems.Assisting the store manager with weekly profit and loss reports, creating action plans to address any issues.Managing deliveries and investigating and reporting any discrepancies.Conducting full stock inventory on a quarterly basisCash handling and weekly store bankingKey and Alarm code holding.Accompanying the Store Manager on disciplinary hearings. Show less

• 

  VMC

  Feb 2014 - Feb 2017

  QA Tester

  Bug/Error testing for AAA commercial titleMaintaining product confidentialityFollowing test plans in a thorough and precise mannerFinding bugs and identifying the severity of the issueEntering professional, clear, accurate and concise bug reportsFollowing instructions accurately and in a timely mannerCommunicating with the team in a clear professional mannerWorking as part of a team and individuallyWorking under pressure and meeting tight deadlines

• 

  Giacom

  May 2017 - now

  • Configuring Server hardware and software• Configuring Network hardware and software • Configuring Security appliances • Linux administration (CentOS)• Exchange 2010, 2013 & 2016 administration• Windows Server administration• Azure administration• Monitoring of Infrastructure using multiple tools.• Administering a custom email security service for a large user base• Use of Perl as a language• Supporting 70 + local and remote users with desktop queries• Office 365 administration• Designing and implementing new services• Mail flow – Analysis of NDR,Spam emails and Spoofed emails.• Assisting First and Second line support as a Third line escalation point • Managing and answering tickets in a professional manner• Break/fix analysis and prevention Show less • Dealing with escalations as the first point of contact for both internal and external problems• Diagnosis and rectification of complex tickets and emails relating to company products• Owning customer problems till resolution• Compiling and publishing training materials for a customer facing knowledge base• Managing ticket load and resolution times for a small team• Supporting the Operations Manager in the onboarding of new products• Training the Technical Support team in relation to new products• Managing 3rd party escalations with Senior Members of external businesses• Recognizing patterns and trends in incoming tickets • Liaising with internal teams (Hosted Services, Software Development and Networks) to help perform root cause analysis• Deep Understanding of bespoke software, its limitations and relevant fixes• Supporting customers with the setup and installation of all offered products including but not limited to Hosted Exchange Mailboxes, Bitdefender and Acronis Cloud Backup• Setup and integration of bespoke ticketing software• Responsible for the creation of and adherence to updated Business Case requirements in relation to the support of new products• Responsible for the creation of new Support work flows• Responsible for the creation of new Internal Escalation paths and work flows• Assuming the role of the Operations Manager in their absence, dealing with Senior Management and Company CEOS Show less

  • Blue Team Leader

    Nov 2023 - now

  • IT Security Engineer

    Jun 2022 - Nov 2023

  • Hosting, Infrastructure and IT Engineer

    May 2018 - Jun 2022

  • Senior Technical Support

    May 2017 - May 2018