As an Account Support Manager (ASM), I am a named contract assigned local resource, and I lead the account delivery team for that contract. This role includes, but is not limited too, being responsible for developing and maintaining a strong trusted relationship with my assigned customers, and the overall service experience from HPE. Acting as a partner who manages the delivery of contracted proactive support related services. Having a broad multi-technology knowledge, and am able to understand my customers IT end to end and broker engagement of deeply technical back-end resources when required. Being the interface for customers in planning service improvements. And also being responsible for monitoring the actual service level compared with the Service Level Agreement (defined in the Statement of Work), cost of delivery, revenue growth through upselling opportunities, profitability, and contract retention.

The purpose of this role includes, but is not limited to the following:1. Helping with the day to day running of the Windows support team.2. Carrying out required administration tasks, e.g. Annual leave and coverage, scheduled maintenance etc. 3. Mentoring the team where required and building personal development plans. 4. Assisting the Technical Support Manager.5. Running monthly one to ones with the team.6. Major incident management.7. Monitoring statistics and constantly looking for ways to improve.8. Providing Technical Support for Cogeco Peer1’s entire customer based, but specifically assigned to our larger premier customers.9. Technical Support includes: IIS, Juniper Technologies, VMware, Windows Server, Active Directory, Tivoli Backups, McAfee Anti-Virus, SQL and many more. 10. Proven track record of exceptional quality in both customer service and resolving technical issues, most of which are resolved on first interaction with the customer.11. Promoter of knowledge sharing and a regular KB Article writer.12. Regularly selected for additional projects by my peers.13. Always looking to develop my skills, both soft skills and Technical skills. 14. Providing my manager with assistance with their workload, including Team Quality Assurance Tracking, projects, documentation. 13. Core member of our VOW team, which is responsible for organizing and managing all social and charity events within the office, this work is very people focused and is designed to engage peers and provide those little extras that make the office a great place to work.

The purpose of this role includes, but is not limited to the following:1. Providing Technical Support for Cogeco Peer1’s entire customer based, but specifically assigned to our larger premier customers.2. Technical Support includes: IIS, Juniper Technologies, VMware, Windows Server, Active Directory, Tivoli Backups, McAfee Anti-Virus, SQL and many more. 3. Proven track record of exceptional quality in both customer service and resolving technical issues, most of which are resolved on first interaction with the customer.4. Promoter of knowledge sharing and a regular KB Article writer.5. Regularly selected for additional projects by my peers.6. Always looking to develop my skills, both soft skills and Technical skills. 7. Providing my manager with assistance with their workload, including Team Quality Assurance Tracking, projects, documentation. 8. Currently being provided management mentoring as this is an area I am interested in.9. Core member of our VOW team, which is responsible for organising and managing all social and charity events within the office, this work is very people focused and is designed to engage peers and provide those little extras that make the office a great place to work.

The purpose of this role is to provide full operational support and administration to around 5000 users running over 300 applications within a Multi-Domain environment on behalf of Southampton City Council and other authorities. Ensuring a successful outcome is achieved in line with customer requirements and SLA is vital. Always dealing with issues and problems calmly and confidently regardless of whether they are a P3 or a P1 and escalating to team leader where required. Also, making sure that all user admin e.g. network account amendments, share permission changes, internet filtering, data management and ad hoc tasks are completed when required. Within the authority we also use monitoring tools like OpManager & SCOM to monitor all our key servers and switches to try and maintain 100% uptime, and to be notified straight away if there is a problem so that it can be fixed before effecting customers if possible. Furthermore, completing any project work given to my team. Projects I have been involved with lately are virtual server builds, migrating servers from physical to virtual servers out of hours using VMware Hot clone and configuring of Citrix web interface servers.

Whilst working at IRIS, I significantly improved my skills for dealing with users’ issues in the correct manner. I learnt something new every day and it improved my admin/organisation skills dramatically. On a day to day basis I logged all the calls that came into the helpdesk and dealt with them in the correct manor. I also built machines and gained experience with active directory, Windows 7 & XP, Microsoft 2007/2010, ACE CRM, basic server 2003/2008 and network troubleshooting