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Work Background
Career BreakPersonal goal pursuit
Jul. 2024
WorkivaTechnical Support Engineer
Jan. 2022 - Jul. 2024London, England, United Kingdom• Manage and maintain incoming support tickets and phone calls from customers from receipt through resolution.
• Conveys customer feedback to product development staff.
• Working closely with customers to build relationships and improve their product knowledge.
• Conduct status checkpoints with customers on outstanding issues to ensure customer satisfaction.
• Creating new documentation or updating existing documentation as required.
• Coordinating with other departments within the company to ensure that any issues are addressed quickly and efficiently.
• Suggesting improvements in work processes, procedures, or policies to increase efficiency and productivity.
• Proactively test for potential technical issues that users may face.
LiteraProduct Support Executive
Jul. 2021 - Jan. 2022London, United Kingdom
DocsCorpApplication Support Specialist
Oct. 2017 - Jul. 2021Brentwood, England, United Kingdom•Troubleshoot issues raised by the customer Via remote session, phone call or email. •Liaise with the client to assist with deploying DocsCorp suites and settings to users in their environment. •Working closely with customers to build relationships and improve their product knowledge, proactively driving a reduction in the number of support calls raised. •Deliver product demonstration to management and end-users, using language that they could easily understand and minimise tech jargon. •Assisting the Sales team with customer escalations and retention, keeping them updated on progress through to resolution. Provide Sales with technical and procedural information as requested and re-quired. Assist with pre-sales activities as required. •Develop policies and procedures for administration encompassing quality customer Service. •Conduct status checkpoints with customers on outstanding issues to ensure customer satisfaction. •Resolve tickets within target metrics for response times, stale cases, case satisfaction, case review/feedback, and other metrics. •Accurately record active support issues in case tracking and development systems to track status, manage escalations, document resolutions, and communicate with customers. •Proactively test for potential technical issues that users may face. •Verify and document bugs for tracking and escalation. •Providing customer and product feedback via change/feature requests, product meetings.
Shawbrook BankDesktop Support Specialist
Feb. 2017 - Oct. 2017London, United Kingdom
MorningstarOperations Engineer
Dec. 2015 - Feb. 2017London, United Kingdom• Performing scheduled checks to ensure correct system performance. • Working with Development teams to assist in testing and deployment of new software/updates.
• Installing applications in test environment for testing purposes.
• Manage server database by creating backups of live production data and restoring data where necessary.
• Liaising with data vendors (such as Stock Exchanges) and network/circuit suppliers to troubleshoot issues.
• Diagnosing and correcting errors for example in data integrity or application configuration.
• Creating Jira tickets for investigation bug errors, raising a known issue for a project and deployment of application.
• Creating and updating documentation.
DocsCorpApplication Support Specialist/1st line support
Feb. 2015 - Dec. 2015London, United Kingdom• Respond to clients within time frame of pre-determined service level agreement.
• Investigate software problems using sources such as error logs and product technical documentation.
• Work directly with client end users and technology staff to identify areas for improvement.
• Develop policies and procedures for administration encompassing quality customer Service.
• Installed applications in test environment for testing purposes.
• Perform company product research, testing, and recommendations.
• Improve documentation of support policies and procedures.
• Collaborated with developers, analysts and project managers to expedite incident resolutions.
Just ITNetwork Professional Programme
Dec. 2014 - Feb. 2015London, United Kingdom• MCTS Windows 7 (Passed)
• CompTIA A+ Essentials (Passed)
• CompTIA A+ IT Technician (Passed)
Home Retail Group PLCCustomer Service Manager
Apr. 2012 - Oct. 2014• Serving up to 200 customers per day, which helped develop my communication skills and my ability to work in a busy environment.
• Having to work under pressure to resolve situations in a timely manner.
• Dealing with customer queries and complaints in a diplomatic and professional manner.
• Achieving and often exceeding KPI Targets
• Managing team of 25 staff members - tasks including creating rotas, delegating duties, as well as organising recruitment and training.
• Holding weekly staff meetings to give feedback, and listening to new ideas that would help to develop interpersonal skills.
• Undertaking risk assessments (health and safety as well as fire drills) and ensuring all relevant paperwork was completed.
• Handling weekly money banking and cash control.
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