Anthony Stenhouse Email & Phone Number

Scotland, United Kingdom

Specializing in Zendesk administration, I've successfully streamlined support operations across multiple instances, delivering robust and innovative solutions that enhance both customer and agent experiences. My focus on collaboration, communication and continuous improvement has driven significant cost efficiencies.My technical expertise and strategic thinking enable me to implement custom solutions that extend beyond traditional Zendesk capabilities. I excel in task prioritization, relationship building, and consistently meeting targets, all of which contribute significantly to our organization's success.I am deeply committed to boosting productivity and team satisfaction. I achieve this by working closely with stakeholders, enhancing the Zendesk experience, providing leadership, and effectively managing cross-team projects.

Scotland, United Kingdom

As a trusted advisor to the EMEA Support team, my role required active involvement in onboarding, mentoring, and providing strategic guidance to improve customer service.My key responsibilities included:• Providing technical leadership to a team of Support Engineers• Handling ticket escalations and challenging customer communications• Managing adherence to service level agreements within the team• Improving our support processes and tooling based on customer and team feedback• Liaising with management on team needs and support trends• Communicating internal changes across teams that could impact support• Interviewing, onboarding and mentoring Support EngineersA notable project I led in late 2020 involved integrating the npm Enterprise product into our Enterprise Support team following npm's acquisition by GitHub. As the project lead, I successfully developed new support workflows, wrote comprehensive documentation, and provided training to demonstrate the npm Enterprise tooling and support processes for the Enterprise Support team.I also played a crucial role in migrating the npm (non-Enterprise) support team to our Zendesk Support instance, ensuring uninterrupted operations as an independent team. This project showcased my technical knowledge, problem-solving skills, and team coordination.In addition to my primary role, I continued to play a part in the ongoing development and maintenance of our Zendesk Support instance, working across all support teams to improve our customer experience and operational efficiency.

Remote (Scotland)

I excelled in technical troubleshooting, providing exceptional customer support, driving process development, supporting our team, and administrating our Zendesk support system. Key areas:• Conducted in-depth investigations into technical issues on GitHub.com and GitHub Enterprise Server installations. My relentless pursuit of solutions led to high customer satisfaction scores• Utilizing tooling including Linux Virtual Machines, HAProxy, Docker, Elasticsearch, Git, MySQL, and more, to investigate and resolve technical issues for our GitHub Enterprise customers• Identified and reported bugs and proposed enhancements to GitHub's engineering teams. These contributions improved our product and services, enhancing customer satisfaction and overall experience• Responded to urgent customer outages as part of the on-call pager rotation, providing prompt support, and minimising disruptions to customer operations• Created clear, accessible documentation for internal support and encouraged knowledge sharing to improve support operations, empowering the team to provide higher levels of supportIn addition to my core responsibilities, I played key roles in supporting our internal team operations and in the execution of new support processes in alignment with leadership's directives.I took pride in mentoring colleagues, providing guidance and support to new hires and working hard at creating a positive and productive work environment which led to me becoming a trusted advisor to the team.Furthermore, I became the primary administrator for the Zendesk support system, where I managed system configurations to meet the growing needs of our support operations.

United Kingdom

Edinburgh, United Kingdom

Following a promotion, my role extended beyond the initial core responsibilities, allowing me to further develop skills in diverse areas such as hiring, training, sales and marketing support. Key contributions:• Developing a comprehensive onboarding process for new Support Engineers, ensuring a smooth transition and accelerated ramp-up time• Leading the hiring and training efforts for additional support engineers, which strengthened our team's capabilities and expanded our support capacity• Serving as the primary escalation point for complex support tickets, providing expert guidance and resolving critical issues promptly and effectively• Providing dedicated technical support to the sales team during the onboarding of new companies• Offering technical assistance to the marketing team during campaigns, helping to maximize the impact of their initiatives• Developing additional tools aimed at enhancing the support team's experience and increasing their efficiency in handling tasks

Edinburgh, United Kingdom

As FreeAgent's first dedicated Support Engineer, I played a pivotal role in establishing and formalizing the company's support engineering processes. Key achievements include:• Implementing structured escalation workflows and establishing direct communication channels with Engineering• Created direct communication paths with front-line support, enabling seamless collaboration and efficient problem-solving• Implemented metrics to measure the impact of support engineering, enabling data-driven decision-making and continuous improvement of support operations• Introduced a robust bug management system to record and monitor issues, ensuring effective tracking from identification to resolution• Developed a knowledge base and promoted knowledge sharing, empowering the support team to work more efficientlyWorking closely with the front-line support team, I delved into escalated technical support tickets, leveraging my expertise in Ruby and MySQL to diagnose and resolve complex issues within the defined service level agreements (SLAs). As a liaison between the support and Engineering teams, I effectively communicated and escalated larger-scale issues and critical bugs, ensuring their prompt attention and resolution.Prioritizing customer service and high CSAT scores, I proactively kept the front-line support team updated on Engineering's progress with escalated support issues. This transparency enabled the support team to provide accurate and informed updates to our customers, resulting in an enhanced support experience and increased satisfaction rates.In addition to my primary responsibilities, I assumed the role of primary administrator of our customer-facing Zendesk support system, overseeing all configuration changes necessary to accommodate our evolving support processes.

Dunfermline

I contributed to the development and support of our VISA procurement card management software which was used by the public sector across the UK. Key highlights include:• Developing and maintaining the core VISA card management software using Ruby on Rails and MySQL• Providing direct technical support to card program administrators via telephone and email• Collaborated with internal teams to design, enhance and implement software features and functionality• Conducted thorough testing and debugging to ensure software stability and performance

Edinburgh, United Kingdom

As a Shift Leader, I prioritized leadership and collaboration, driving efficiency and providing great customer service. My role included supervising and mentoring a team of 2nd line analysts, with a focus on meeting established service level agreements. I provided coaching on job functions and procedures, while serving as an escalation point for complex cases and managing the resolution of high-priority issues.An integral part of my role was improving team performance through strategic initiatives such as implementating an internal forum for faster reporting and ongoing discussion of technical issues with engineering. I also assisted operations by managing the monthly rota, ensuring optimal shift coverage with associated bonus pay reporting to HR.One of my standout achievements was the development of a bespoke C#.net application that streamlined the resolution of a common technical issue, significantly reducing the time spent by analysts and enhancing the efficiency of service delivery.

Edinburgh, United Kingdom

Dundee, Scotland, United Kingdom

Bsc, Computing, Distinction

Hnd, Computing: Software Development