Conan Pelham Email and Phone Number

• I am management vetted + possess a security clearance (SC level)• Investigate, troubleshoot and resolve user-created tickets passed on not only from the customer service desk and 1st-line support team, but directly from the network team, communications team, upper senior leadership, senior IT analysts, application specialists, business engagement and project management• Prioritise and resolve user issues as quickly as possible based on severity, rank, site location, as well as user's current work-load or tasks• Create, update and maintain records of IT assets• Onboard new staff members and students with personal laptop setup, logon and user configuration• Create documentation for troubleshooting & solutions to problems for members of own team, as well as customer service desk and 1st-line IT support• Day to day usage of Active Directory, Microsoft Endpoint Configuration Manager, Microsoft Intune Endpoint Management, Software Centre, Remote Desktop, PXE Boot / Task Sequence, device group policy management and deployment, Powershell automation and Microsoft Office 365 packages• Configure and deploy software packages to windows-based devices both automatically via SCCM and relevant GPOs, as well as manual installs• Support thousands of devices & staff on site / remotely• Visit police stations across all of Dorset, resolving hardware and software faults to user devices, as well as IT infrastructure, e.g. laptops, desktops, servers, network printers, body-warn video recorders, David Horn recorders, Breathalyzer kits, etc• Image windows-based devices using PXE Boot & SCCM Task Sequence• Personally action plans provided by project management, often involving desktop or docking station installs, monitors, peripherals and network patching.• Support critical teams that deal with national security, including Border Patrol & Counter Terrorism Policing covering land, air and sea, Child Protection, Control Room (999 / 101 calls), Firearms, etc

• In this face to face customer-focused role, I am a key resource in both understanding the customer's needs and the solutions they require• Booking customers into our system for fitting of technical audio equipment, dash cams, bike carriers, windscreen ship repairs, as well as performing these activities myself through company set processes and guidelines• Advising on and consequently fitting bulbs, blades and batteries, which are the primary target-driven focus of the company; a value which I uphold and contribute towards directly• This is a solo and team-player environment, which are two things I excel in.• Maintaining and solution building of the store's standards is what drives our high standard environment

• Developed strong and long lasting relationships with clients, staff and management using personal knowledge, training material and engaging demonstrations of the latest Samsung products across the mobile range, all within a set store• Liaise with store management, staff and tech support to solve any technical issues clients or staff may have, directing them to the appropriate solution or course of action• Provided the relevant and accurate sources of information or training when asked about anything Samsung or Android (OS) related, past, present or future• Took clients through our Samsung GALAXY journey to best understand their wants and needs, enabling the highest satisfaction both for them and my own KPIs, consistently meeting and exceeding each week

• Oversaw, managed and developed over 45 stores, totalling an average of 300 staff members from several different mobile network companies across Southampton, Isle of Wight, Eastleigh and Winchester, annually turning over hundreds of millions of pounds in Samsung mobile phone sales alone• Ran and developed training programmes during and outside work hours with store management and staff to better their knowledge of Samsung mobile devices, as well as the latest deals and offers available for contract• Explored sales opportunities and business insight analysis on every store visit with store owners and area managers, averaging 30 store visits per week• Hosted meetings with regional managers and area managers from various mobile network managers to provide insight into Samsung and our on-going benefits to them as a company, further developing strong client relations internally• Performed routine sales data analysis to better understand trends and reasons behind any fluctuations in sales, while openly sharing and developing this data with each of my clients to have a clearer, more profitable plan going forward for both parties

• Opening and closing stores, processing returns and exchanges, managing and developing staff's abilities on how to meet their targets through product training and client relations development, liaising directly with the regional manager and head office• Finalising each day with individual performance reports, daily total income, profits and general paper work• Taking customer's on their own unique journey to sell them the right shoes, having them walk away with exactly what they needed and more

• Greeted and assisted clients in person, answering any inquiries, explaining the differences and benefits of each product clearly, providing one-to-one product demonstrations and achieving above personal KPIs• Worked with the Samsung, Sony, Panasonic and LG brand ambassadors to provide unique content for the most accurate and effective product demonstration, providing clear, precise and engaging experiences