Chris De Freitas Email & Phone Number

Gravesend, Gb

Gravesend, Gb

London, England, United Kingdom

Responsible for supporting all European customers plus all Global customers with 24/7 support.• Support for Product & associated technology issues (XML, XSL:FO, Java, Javascript, and SQL)• Platform support for Windows Server 2003 & 2008, AIX, and Enterprise Linux ASCall handling, logging, and analysis of all Product issues using Salesforce.com• Bug and Product Enhancement analysis & reporting• Company environment & network / intranet issue resolution

London, England, United Kingdom

Smart Communications is a leading provider of enterprise solutions for customer experience management. With its cloud-based ONE platform, Smart Communications provides powerful SaaS solutions for customer engagement across all touchpoints”.• Provides 1st/2nd support for Thunderhead applications and some third-party products including resolving problems and issues raised by customers via phone, e-mail or web according to Thunderhead technical support procedures.• Develop solutions to reported problems. • Quality assurance and testing to ensure fixes and enhancements are implemented to agreed standard of quality and customer requirements.• Assistance in creation and maintenance of support documentation.• Ensures the proper and timely entry of information in both the call tracking system and the knowledgebase.• Reports regularly, identifying and diagnosing issues and needs, escalating potential risks as far as necessary to resolve for both Thunderhead and customers.• Owns support issue, responsible for escalating to 3rd level support where required, monitors issue and closes the issue to meet SLAs.• Effectively prioritise individual workload while assisting with overall team priorities.• Support other members of the team to ensure standards are kept at a high level.• Responsible for technical and personal career development to meet the demands of the role.• Provides recommendations for the product using customer feedback and personal experience to Thunderhead Product Management and Software Development departments.

London, United Kingdom

▪ Supporting 1,800+ users across laptops, PC's and mobile devices in the UK▪ Supporting users in several countries across Europe▪ Project manager for UK changeover from HP to Lenovo and Mac OS▪ Testing and implementing for RTPs for Lenovo and Mac builds aswell as providing analysisto providers▪ Problem Management, ensuring client SLA’s are achieved and expectations are met or exceeded▪ Utilizing ticketing systems (Service Now) and resolving incidents and service request tasks▪ Resolving hardware and network issues across workstations and devices▪ Building and configuring computer systems, managing systems using AirWatch▪ Active Directory. Creating and monitoring user accounts, passwords, groups etc.▪ Monitor and remove virus, spyware and other non-authorised software, ensuring user end point security▪ Member of a team implementing an innovative IT café to increase efficiency of handling technical repairs as opposed to previous ticket-based system.

▪ Guiding supporters to right location▪ Preventing any unauthorised entry▪ Searching spectators coming into the ground▪ Assisting with any removal of spectators▪ Making sure the stadium is safe and used correctly▪ Ensuring Fire exit and escape routes are clear from obstruction

Tottenham Court Road

▪ Ensuring store is prepared for trade.▪ Replenish thoroughly throughout the day including merchandising and organizing newlines.▪ Operate till systems which also cash handling and working under pressure to maintain store flow of customers while delivery accuracy on cash exchanges.▪ Delivering excellent customer service and meeting customers’ needs and expectations.▪ Maintaining a tidy and a presentable shop floor at all times.▪ Working as team member to ensure shutdown procedure run smoothly and sufficiently.

Bachelor Of Science (Bsc), Computer Science

Activities and Societies: Gaming Society

A Level

Activities and Societies: School Football Team