Andrew C. Email & Phone Number

Princes Risborough

Princes Risborough

- Responsible for the quality and delivery of the company's mobile apps (available on iOS and Android).- Involved in stakeholder meetings with the Managing Director, Product Manager and Technical Manager.- Involved in key meetings which discuss product feedback and product steer.- Responsible for creating new feature tickets in JIRA, following an approved.

Princes Risborough

• Responsible for the testing of new releases of web based solutions as well as iOS and Android mobile applications inline with Agile software development methodology. Testing of new features as well as Regression testing.
• Responsible for writing test plans, updating internal & external manuals and release notes.
• Handling of high level tickets passed from the Support team for analysis and resolution, liaising with developers where required.
• Utilisation and experience of the 'Pivotal Tracker' project management solution for creating new features/ raising bugs for the team to work on and help develop.
• Identification of manual tests that could be automated, and working with the team to get identified tests automated going forward.

Princes Risborough

• As Service Performance Analyst I was responsible for ensuring all incidents handled by the team were responded to within the SLA and any outstanding support incidents were managed to satisfactory completion.
• Daily/Weekly/Monthly analysis of Support KPIs & identification of Support based trends.
• Where trends were identified, I provided reports to management to describe the trend and provided suggestions for reducing an unwanted trend (such as one which required significant time resource from the Support.
• Oversaw 80% decrease in Abandon Rate
• Provided end user technical support for the company's web based solution via email, telephone and remotely using Citrix Go2Assist.
• Web based training to customers to ensure they got the most out of their package.

Naphill

• Technical 'hotline'. Providing support of the company's solutions to customers in the UK and Europe. Utilisation of the Salesforce CRM for the logging and monitoring of customer support cases.
• Technical support in Pcounter and EveryonePrint, as well as the company's own traditional server software, embedded & web solutions, kiosk products and point of sale.
• Onsite & Remote installations for customers. Involvement with Statement of Works and initial technical conversations with clients.
• Configuration and setup of the kiosk solution before delivery to customer, configuring the software according to the customer's requirements and ensuring a full test with the integrated hardware is completed.
• Where faulty hardware has been returned to the office, I have been involved in fault-finding and reporting on a resolution, this has involved liaising with a number of colleagues in various areas of the business. Where.
• Product Champion. Technical point of contact for a number of solutions. Involvement with escalation cases and pro-active in assisting with product development.

Volunteer press officer for Club MSV. Role involved attending motorsport race meetings (one weekend each month) and writing race reports. Required to communicate with drivers and teams, officials and staff.

Sutton, United Kingdom

Responsible for providing support for the college’s desktops, servers, networks and peripherals. Assisted in operating the IT Helpdesk to handle logged jobs and resolve accordingly. Operation of the IT Helpdesk included checking the service desk system, answering phone calls and reading and replying to e-mails. Researched and recommended ways of improving.

Sutton, United Kingdom

Created graphics for web and print mediums and also made a number of designs for the company’s new software package. I helped to maintain the firm’s intranet by editing and updating content, and co-designed a training software package. I was also required to provide help desk cover and provide technical support.

Internet Technology Bsc

Graded 2:1

Education record