technical support analyst
NHG
Total years of experience :11 years, 7 Months
Providing desktop support to users (up to 4000 user building)
● Managing network infrastructure and VLAN configuration alongside AT&T
● Assisting AT&T for wireless network configuration and testing onsite
● Creating network output logs and forms from client machines to test internal Wi-Fi networks daily
● Creating network change request forms with configurations attached for third party vendors to complete across WPP sites
● Assisting COLT & Vodafone vendors with network issues and troubleshooting onsite
● Hardware and software break fix
● Adhere to strict deadlines, including the administration of Service now
● Troubleshooting problems with malfunctioning electro/mechanical equipment or software applications and recommending
corrective action
, answering queries via phone and email, logging calls and supporting users
• Providing desktop support to users (up to 500 user building)
• Hardware and software break fix
• Asset management of all company machines
• Managing a 72 hour SLA across all tickets
• Administration of user accounts
• Administration of permissions using active directory
• Delivering a high level of professional customer service on the phone and face to face when on site
Providing and maintaining a high standard of customer service to support all queries.
• Offering 1st line support logging via service desk applications, solving issues and escalating were appropriate
• Updating CRM to improve sales forecasting, and enhance account tracking
• System upgrades and data maintenance
Maintained a portfolio of vendors/clients, serving as primary point of contact, to tailoring events to client needs
• Collaborated with vendors to meet client expectations; available on-demand 24/7
• Handle incoming event & conference enquiries
• Creation of CAD diagrams for events, maintained and updated Insurance records for over 100 vendors
• Successful implementation of Events 500 (CRM) to increase sales, improve forecasting, and enhance account tracking
Implemented Systems to effectible track and monitor monthly operational costs.
• Administered a help desk system: Interpret and log requests, sort and dispatch calls, prioritise urgent jobs.
• Migrated and installed a system (WhenIWork) to unify staff booking across the company enabled for international use.
Creating and working to business growth plans Liaising with clients to ensure satisfaction and trust
• Focusing on the growth of existing accounts and the acquiring of new business
• Generated a total of £650, 000 worth of sales in 2013 which achieved a company record for an individual sales person.
Certification
• Prince 2 Foundation
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ICT (B), Business (B), Psychology (B
including Maths, English and Science.
10 GCSE’s including Maths, English and Science.