Experience

• 

  Tsunami computers

  Sept 2010 - Dec 2011

  Support engineer

  ●Providing on site IT support for multiple small to medium business’ ●Building desktop PC’s to various specifications ●Troubleshooting all aspects of Microsoft Windows 7 and XP operating systems●Troubleshooting issues within Microsoft Office Suites; 2003, 2007, 2010.●Basic knowledge of SBS 2003 & 2008 and Microsoft Exchange ●Providing remote support to clients●Using help desk software to log and manage job progress and completion.●TCP/IP Networking●Representing my company at BNI network meetings Show less

• 

  Magnetic north

  Jan 2012 - Jun 2016

  Technical support team leader

  •Team management including training and development, and objective setting and monitoring. •Managing shifts/ rota•Actioning escalations•Giving feedback/ setting targets in 1-2-1 reviews•Managing customer expectations•Holding service review calls with new and existing customers•Deploying new software releases to both hosted and enterprise solutions•Working at customer locations to manage any onsite support activities. •Providing customer support over the phone and remotely•Troubleshooting software issues on both hosted and on site installations.•Configuration of VOIP phones•Maintenance of call recording software•Maintenance of a predictive dialler•Configuration of software to customers specifications•Using help desk software to log and manage job progress and completion•Creation of monthly customer statistics. Show less

• 

  360 lifecycle

  Jun 2016 - now

  •Overseeing performance of products & services •Owning and maintaining processes within Support, Account Management, Marketing, DevOps, Data Migration, HR and Health and Safety departments •Producing and reviewing MI for stakeholders and customers •Ownership of risk and proactive prevention within the business •Undertaking and achieving business security accreditations such as ISO27001 and Cyber Essentials •Team management including training, development, objective setting and monitoring •Identifying trends within the business and using these to streamline the service by removing hurdles for clients and staff alike •Researching new technologies and alternative methods of efficiency •Applying a customer feedback led continuous improvement cycle Show less •Overseeing performance of products, services and processes•Ensuring all staff are appropriately skilled for their roll and directly mentoring them•Planning and controlling change management•Producing and reviewing MI•Ensuring successful customer transition from delivery into BAU•Holding service review calls with new and existing customers•Identification of risk and proactive prevention •Team management including training and development, and objective setting and monitoring•Managing the Service desk to ensure SLA adherence•Scheduling and Management of a DevOps team Show less •Providing both customer service and technical support to users of all the company's CRM software solutions•Team management including training and development, and objective setting and monitoring. •Managing customer escalations•Giving feedback/ setting targets in 1-2-1 reviews•Holding service review calls with new and existing customers•Providing customer support over the phone and remotely•Using help desk software to log and manage job progress and completion• Providing In-house technical support to the Lifetime group•Using help desk software to log and manage job progress and completion•Creation of monthly customer statistics. Show less

  • Operations Director

    Jan 2021 - now

  • Operations Manager

    May 2017 - Jan 2021

  • Customer Service & Support Manager

    Jun 2016 - May 2017