Tribeca Technology Group provides global specialist IT Managed Services & Consultancy to the Alternative Investment Industry. I am currently working as a 1st Line Support Analyst providing outstanding customer service to users facing IT support issues.BAU duties include:• Ensuring support phone calls are answered efficiently and users cases are reviewed methodically• Generating a ticket using a custom software application regarding all information linked with the raised issue• General troubleshooting of Windows based applications including Active Directory, Office 365, Office applications like outlook, excel and word, 3rd party applications and custom developed add-ins, VPN and network connections including WIFI and LAN• Using process driven mindset to establish a resolution or planned initial investigation• Maintenance of SOP documents which allow us all to maintain continuity throughout the helpdesk• Understanding the needs of the users we help to establish quicker and efficient processes Additional duties include:• Maintaining and managing a user device rollout to a specific client – this includes monitoring the full process from implementation to build and then distribution• Providing guidance and support to apprentices as they learn and develop their careers within the support industry

Following COVID-19 redundancies at my previous employer, I acquired this role to serve my local community whilst continuing to find a new position.• Customer facing role involving delivery of food/goods to residential/business premises• Using PDA to manage jobs, finalize returns as well as manage customer issues providing a route to resolution• On-route decision making to ensure schedules are achieved• Going the extra mile to ensure that elderly/vulnerable customers are safe and well

• Enhancing and implementing business’ technological offerings to both internal and external customers• Primary point of contact, responsible for being the “Face of the Digital Team”• Identifying failing processes and understanding opportunities for improvement using the latest technology• Building relationships with stakeholders to improve understanding of technology benefits and influence direction• Meeting and astonishing external clients to demonstrate how I could improve their project vision utilizing VR, AR, and Gamification to deliver value to them• Providing on-site support to company events demonstrating our technological advances• Acting as first-line IT support to the team, answering Microsoft Office and 365 queries, resolving PC network cabling issues, and diagnosing faults followed by managing escalations to support teams if required• Inventory management of the team's assets, identifying specifications for new purchases, maintaining software updates, and maintenance of existing equipment

• Maintaining the local telephone and broadband network of the southeast and supporting the local customer's escalations• Dealing with network cabling issues and overhead line problems to residential and business premises• Using methodical testing to establish the location of faults, whilst formulating a direct plan of action to complete the task• Identified performance issues on broadband and Wi-Fi setups providing recommendations on how to improve• Researched latest technologies to understand current usage for the home and business environments• Skilled in multiple network cabling types with the ability to repair, maintain and install• Interaction with residential customers through to business owners with high levels of professionalism• IPhone Gold User – Escalation point for Apple iPhone issues with a view to troubleshooting and resolving the problem

• Testing incoming electronic equipment/gadgets for resale purposes• Maintaining asset register including test history ready for final transaction• Investigating faults, damage, and scratches with high attention to detail to ensure future customers were pleased with purchases• Continuous research into current and upcoming gadgets/technology

• Managing a small group of technicians in a specific 5 Star London Hospitality venue where we provided AV/IT support to their conference rooms and also the main event spaces• Face-to-face meetings with high-level clients to establish event requirements and budgets• Managing an on-site team of 3 technicians (Daily workload, event attendance, training, and development)• Managing the schedule for equipment distribution around the venue on a daily basis• Sourcing additional equipment requirements from external suppliers• Creation of show reports, fault finding documents, schedules, future business opportunities, and weekly finance overviews

• Managing and producing live events for the gaming and audiovisual industry• Events and Project Manager duties included:Meeting clients to establish expectations and setting a budgetCreating reports showing figures and kit requirements for eventsOrganizing and managing staffing to ensure kit prepared for upcoming eventsSupporting clients throughout event timeline to ensure satisfaction• Senior AV technician duties included:Ensuring health and safety guidelines adhered to and ensure events were set up correctly and with no risk of injuryConfiguring AV systems ready for events (multi-speaker systems, multi-screen setups, AV Switches, etc)Maintaining an event presence whilst solving any issues quickly and efficientlyProviding professional customer service to the attendees and clients

Team PlayStation are the official sales and field rep team for Sony Entertainment UK (employed through Centresoft LTD) They specialize in highly detailed reports based on daily visits to all store groups selling the Sony PlayStation products. These would include visual, stock and customer based data which needed to be of high quality as they were used by senior execs at Sony to produce marketing structures for the upcoming titles they were releasing, daily tasks include organizing a schedule of visits to meet with store managers to discuss the latest products and gaining feedback on various changes that may have taken place over the previous month. These visits were then recorded via the company website using in-house software. I covered the London and South East area which had fallen behind in terms of consistency of visits. Within a few months, I rebuilt many relationships in the area which increased the sales figures on various Sony products. Another part of the role was to single-handedly organize and execute demonstration events at local stores to evangelize the Sony brand and products. These included Toys R Us, Currys, PC World and Independent game stores.

Channel Advantage is one of the UK’s leading field-marketing companies. Specialising in sales support for consumer electronics and the technology sector, experienced staff ensures that key messages are consistently delivered in a professional way. My first demonstration role was at the Bluewater shopping centre. Having been assigned team leader responsibilities for the weekend, I organised the setting up of the display for Guitar Hero, arranged the rota for lunches and breaks throughout the day. I liaised with store managers to ensure ideal product placement, and collated sales figures at the close of the weekend. Additionally I provided a master-class demonstration of the game every hour to the public, which proved very popular. I trained GH UK tour bus staff, to competently demonstrate the game to the public. I provided a GH presence at the Kerrang awards launch party hosted by Virgin Megastore in Oxford Street, London. In addition I have demonstrated at a number of other larger events/training sessions during my time with Channel Advantage. As well as event presence, I was involved in other tasks at the main studios near Heathrow. One of the biggest events I participated in was the Play.com Live event at Wembley Stadium, where I ran and presented the Guitar Hero 3 Stand/Competition.