Ben Burns Email & Phone Number

London, England, United Kingdom

Halesowen

Senior Product Support Analyst of Epicor ERP Systems (Vantage, Epicor 9, Epicor 10 and Epicor 10.1)Primary Roles Include:- Diagnose & Resolve Financial and Manufacturing Issues- Support Customer Base with Queries and Questions with regards to the Product- Prioritizing work based on business strategy and customer / call severity in order to maximize customer satisfaction.- Working independently or as part of a small team as required.

Halesowen

Halesowen

Promoted to Team Leader, supporting 2 Support Analyst with Epicor and IT Issues.

Halesowen

Worked in a small team, working 1st, 2nd and 3rd line support for Epicor Support Issues as well as Normal IT issues.

Oldbury

I worked in a team of 5 with 2nd and 3rd line engineers to escalate jobs to if unable to solve issues myself.• Provide 1st line telephone support by diagnosing and resolving customer issues while tracking and recording the problem using Microsoft CRM call logging system and Sysaid Call Logging System. • To ensure that customers are provided with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied. • Escalate support queries to appropriate IT teams to ensure timely resolution. • Support the continual improvement in the levels of 1st Line support offered by the Service Desk, utilising data and feedback from the customer or Business. • To possess 1st class technical knowledge and demonstrate excellent customer service. • On Call 24x7 once every 5 weeks • Manage calls within your team and your personal queue to ensure that SLA targets are met. • Supporting and fixing customer’s issues via RDP, Citrix Remote Session and Citrix GotoAssist.• Working upon and maintaining servers running Windows Server 2003, 2008 and 2012• Supporting Customers computers running Windows XP, Windows Vista, Windows 7 and Windows 8• Supporting Customers using Microsoft Office 2003, 2007, 2010 and 2013.• Supporting Customers using SQL Server 2003 and 2008• Managing Customers accounts through Active Directory.• Managing Customers Email Accounts through Microsoft Exchange 2003,2007 and 2010• Use of Citrix XenCenter and VMware vSphere Client to check and maintain virtual servers.• Weekly trips to the Data Centre to check on Physical Hardware and rectify the issues found upon there when needed.• Configuring Cisco Routers to be used as VPN or Wireless access upon site.• Setting up sites for VPN access via Watchguard Firewalls.• Configuring Printers and Thin Clients to be sent to customer sites.• Support on site checking network equipment and layout to help meet future system requirements.

Birmingham, United Kingdom

I worked in a team of 3 with a 2nd line above with a senior support to escalate jobs to if unable to solve the issue myself. • Setting up new PC’s for staff in the business (Windows 7) but also maintaining and fixing old machines (Windows XP and Windows 7) for PC’s already in use within the business.• Supporting all printers in the organization changing toners and also troubleshooting jams and problems with the printers.• Remote support using free open source software (VNC to solve user problems). • Using RT (Request Tracker) to log tickets and keep track of all system faults and repairs.• Use Service desk to audit user machines with software, specs of machines and also whose machine is which users in department order.Kept to the 3 day SLA Agreement on tickets that was logged by users via email.• Use Active Directory to reset user’s passwords, keeping computers and users in the correct department containers.• Working with Inter-tel and Mitel Phone system with patching of phones, changing of extensions and other minor support issues• Planning and undertaking scheduled maintenance upgrades.• Installing and configuring computer hardware, software, systems, networks, printers, scanners and more• Talking to clients and computer users to determine the nature of problems responding to breakdowns• Investigating, diagnosing and solving computer software and hardware faults repairing equipment and replacing parts• Checking computer equipment for electrical safety• Maintaining records of software licences• Managing stocks of equipment, consumables and other supplies.• Carry out such other duties as may reasonably be required from time to time• Uphold the companies Equal Opportunities and Health and Safety Policies• Operate within the companies’ policies, procedures and systems• Project a positive image of oneself and the company to others• Work to the companies’ key objectives and vision

Birmingham, United Kingdom

Work within a very busy store working in many different departments, such as on a till serving customers, to working within the busy stockroom, which included putting the delivery away accurately to make sure the customers receive the current item they have purchased.

Birmingham, United Kingdom

Worked within a small busy store. Had to do things from serving customers, to processing refunds if necessary. Had to develop the customer’s photos usually to a very tight deadline. Handled cash, from counting the previous day’s takings to making a float for next day’s business.

Bachelor Of Science (Bsc), Computer Networks

Course Skills • Cisco Academy Network – CCNA Routing and Switching, CCNA Security, CCNP • Wireless Module based on CCNA Wireless •.

Education record

• 2 A-levels (ICT Grade C, Physics Grade D) • As-Level (Geography Grade D) • 7 GCSE (Geography B, Science: Double Award Grade B, English.