I provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. I am also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.My other responsibilities include;• Researched and identified solutions to software and hardware issues• Maintain APIs to support web and mobile applications• Collaborate with frontend and backend developers to define API requirements.• Ensure API security and authentication mechanisms are robust.• Stay updated on API development trends and emerging technologies.• Monitor API performance and troubleshoot issues promptly.• Work closely with cross-functional teams to deliver scalable and efficient APIs.• Diagnosed and troubleshoot technical issues, including account setup and network configuration• Asked customers targeted questions to quickly understand the root of the problem• Tracked computer system issues through to resolution, within agreed time limits• Guided clients through a series of actions, either via phone, email or chat, until technical issue is resolved• Accurately escalated unresolved issues to appropriate internal teams (e.g. software developers)• Prompt and accurate feedback to customers• Referred clients to internal knowledgebase or external resources to provide accurate tech solutions• Prioritized and manage several open issues at any one time• Follow up with clients to ensure their systems are fully functional after troubleshooting• Prepared accurate and timely reports• Documented technical knowledge in the form of notes and manuals• Created knowledge-based information articles using support platform

•Profile data to discover errors, inconsistencies, redundancies and incomplete information•Validate data and consolidate similar information•Verify and validate data accuracy to improve the overall accuracy of customer records, product data and other information•Handling confidential and sensitive information, experience of collating statistical information•Produced and analysed standard and ad hoc management information from the system/ database as required

•Working with various Citrix software’s to manage client accounts•Used Microsoft Excel and CashFac software to update closures on clients saving accounts•Performed administrative tasks such as writing formal letters to clients, answering telephones and authorising college formal documentation•Organised and filed formal documentation

•Assisted the store in meeting regular monthly targets•Regularly met personal targets•Gave additional ideas for store merchandising to increase customer footfall•Assisted in administration tasks such as end of day reports and inter branch transfers•Gained vast knowledge in mobile technology and communication industry•Developed concept to increase sales figures by managing customer experience through seven day call process. This process included product care, network advice and additional sale from family and friends. •Cash handling•Achieved monthly target of £9500 per month