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Providing support for Sage 200 via case management. Role also involves writing Sage reports as required for customers and assisting with Sage 50 queries and training needs.

Newcastle Upon Tyne, England, United Kingdom

Flexible role that included: customer support, onsite and remote consultancy, Sage report writing, software testing, writing and delivering training.

Field

Customer training role centered around Sage 50 Accounts, Sage 50 Payroll and Sage Report Designer. As of May 2020 I began to train on Sage 200 Standard to increase my portfolio of supported software.I deliver training on all aspects of the software on request, including installation, setup and processing, as well as troubleshooting performance issues as required.Interactions can be in person at a customer's premises, or remotely as required.

Newcastle Upon Tyne, United Kingdom

Delivering training to customers remotely on legislation topics in Sage 50 Accounts and Sage Payroll.Initially the role was a development opportunity to assist with a busy time on the team when new legislation was being implemented in Ireland for payroll (Real Time Reporting). Once the development opportunity ended, a secondment opportunity arose to assist the team with delivery of material for new UK VAT legislation (Making Tax Digital). I delivered over 200 sessions on Making Tax Digital and began to assist with the writing and delivery of training for forthcoming Domestic Reverse Charge VAT.As part of being on the 121 Remote Training team, I also assisted with validating report design requests for customers and booking in appointments to have the reports written by the team.

Supporting Snowdrop KCS payroll software via telephone and email. Role was primarily based on self development on enterprise level payroll software and included writing/delivering training and support material for customers. As part of the role, I had to regularly liaise with the development team to feedback on potential improvements within the software as well as investigating into customer feedback on the software.

Newcastle Upon Tyne, United Kingdom

Support for new X3 People software.Role involves knowledge of payroll process from start to end and how to process in X3 People (Payroll) software. Also, interaction with development team and product management as part of product development cycle.As part of initial role creation, I worked as a consultant on customer's site during implementation process. This involved data gathering and needs analysis as well as writing documentation. There was then a need to implement the software and provide training.

Internal support for customer facing technicians.On a day to day basis, I provide assistance to technicians on queries regarding Sage 50 Accounts, Sage 50 Payroll and the Report Designer function used in both products. Other aspects of the role include complaint handling, data repair and coaching colleagues.

Newcastle Upon Tyne, United Kingdom

Delivering RTI training to customers who use Sage 50 Payroll.The role involves the preparation of training material and delivery of day-long RTI seminars. I also deliver on-site training for our customers who prefer to be in their own office environment.

Role is as per previous role but providing support exclusively to accountants in practice with queries on accounts and payroll software. This requires acquiring new technical skills and being able to apply these when supporting customers. As well as the support skills I created and implemented the team's interview procedure that is now used when interviewing both internal and external candidates. So far this procedure has proved a complete success with new employees having established themselves within the team. I have also been involved in training and coaching team mates whilst on the team which has helped me to develop my skills when delivering training and coaching others. As well as the above I am the team's internal IT support contact and regularly help resolve issues with colleague's PCs.

Call centre agent, providing support on technical issues with program and basic accountancy queries with the program. Customer focused role, required strong trouble shooting and communication skills.

Hardware support, web design, server maintenance, clerical duties. 2003 - 2004. - Hewlett Packard IT Service Centre for Procter & Gamble - Work Placement - IT Service Centre Technician:Call centre agent, worked with specialist software, specialised in certain fields, customer service based work, provided support to team members with difficult issues. Specialised in the day-to-day working of HP Service Desk, creating user guides for department and attending global meetings for system changes. Was Resource Monitor, which involved collating daily department statistics and presenting to management. Was responsible for liaisons between department and two external sites.1998. - Derwentside Council Architects & Engineering Departments - Work Experience, Duties Include:Clerical duties, and used specialist software.

Bsc Hons, Computing

Internet Computing (3rd Class) Secondary

A Levels, Maths/Mechanics; General Studies, Physics

Activities and Societies: Charity Committee (Chairman). Rugby team

Gcse'S In Maths (A); A; B; B, See Additional Notes

Activities and Societies: Chairman of Charity Fundraising Committee. Rugby Team.