Brett Sanigar-Stephenson

Experience

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  CDW UK

  Sept 2014 - Jan 2016

  Service Desk Analyst

  1st Line Analysts at CDW's Peterborough-based Service Desk. Responsibilities included answering incoming calls from customers and accurately logging incidents ensuring all relevant data is captured, whilst providing 1st desktop support to clients.

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  Ideal World Ltd

  Jan 2016 - Oct 2017

  Senior Service Desk Analyst

  1st/2nd line Senior Service Desk analyst, where my role is to provide internal support to all users within the business, as well as acting as a guide and mentor to my team. To provide 1st, and 2nd line technical support professionally and efficiently, maintaining a high degree of customer service whilst ensuring that SLA’s are met. Also I am responsible for escalating any problems that require specific support, such as application, website and network infrastructure or Data Base support. As this company provides more live TV than any other UK based channel we have to be very quick on our feet and confident we can resolve issues with the upmost effectiveness and priority. We use many different applications, some bespoke and other such as VMs, so there has been many different business aspects and technical skills to learn, this I have taken in stride. I like to take full responsibility and take ownership of user problems, perform a technical diagnosis and fix the issue either remotely using DameWare or on-site. Not only is it my duty to document all calls on the call logging system, but also to maintain our internal knowledge base. This to helps support users in the use of Computer equipment by providing necessary training and advice. Flexibility is also a fundamental part of this job, as we work an on-call rota providing a 24/7 support for our base in Peterborough, but also our Call Centers in Manila, Mumbai, and our International Sourcing department in China. Show less

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  Data Interchange

  Oct 2017 - Sept 2019

  Technical Support Engineer
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  Virgin Media O2

  Oct 2019 - now

  TSA (Network Operations) at Virgin Media O2