Experience

• 

  Letchers solicitors

  Aug 2016 - Sept 2017

  Accounts cashier
• 

  Camps international

  Sept 2017 - Nov 2019

  Ict assistant

  - Provided ICT support to internal colleagues globally, addressing technical requests and ensuring smooth operations.- Implemented MFA to enhance security measures and protect company resources.- Managed a successful PC refresh project, upgrading hardware and ensuring continuity of operations.- Delivered technical training to staff, empowering them with the skills needed for effective ICT utilisation.- Conducted inductions for new starters, familiarising them with ICT systems and procedures. Show less

• 

  Shorefield holidays ltd

  Nov 2019 - Sept 2022

  Ict support technician

  - Provided ICT Support to internal colleagues, resolving technical issues and ensuring seamless operation of systems.- Successfully implemented a new ticketing system, enhancing efficiency and tracking of support requests.- Developed and generated performance management reports to monitor technician performance and identify areas for improvement.- Executed various technical projects to enhance ICT infrastructure and support capabilities within the holiday park environment.

• 

  Appello uk

  Sept 2022 - now

  - Redesigned and implemented a new support structure aimed at enhancing efficiency and elevating customer satisfaction.- Led service delivery initiatives, ensuring high-quality technical support for customers.- Established and enforced rigorous process controls to optimise service delivery operations and maintain service standards.- Mentored staff ranging from entry-level technicians to product SME’s, fostering a culture driven by professional growth and expertise development. - Ensured efficient distribution of technical cases, optimising workload distribution and resolution timelines.- Maintained up-to-date and relevant procedural documentation to streamline support processes and enhance team productivity.- Collaborated with the development team to facilitate effective change management processes, ensuring seamless integration of updates and enhancements.- Served as the SME for Carenet EVO. - Resolved faults and technical issues within CareNet EVO, demonstrating expertise in troubleshooting and problem resolution.- Provided support to B2B customers and internal colleagues, ensuring prompt resolution of issues and delivering exceptional customer service.- Maintained accountability for meeting service level agreements (SLAs) and key performance indicators (KPIs), ensuring consistent delivery of high-quality support services.

  • Technical Lead

    Apr 2024 - now

  • Digital Support Manager

    Feb 2023 - Aug 2024

  • Platform Support Supervisor

    Dec 2022 - Feb 2023

  • Senior Platform Support Engineer

    Sept 2022 - Dec 2022