Correy Heard Email & Phone Number

Swansea, Wales, United Kingdom

• Provide comprehensive support for B2B applications in the Financial and Telecom industries, ensuring seamless operation and high availability through proactive monitoring and responsive troubleshooting.• Utilize Powershell to create, maintain, and optimize key scripts, automating daily tasks and enhancing work efficiency.• Utilize SQL and T-SQL to query databases, analyse data for trends and anomalies, resolve complex support queries, and use advanced querying techniques to optimise database queries. To ensure that applications in the Financial and Telecom industries run smoothly.• Diagnose and resolve complex application issues promptly, employing systematic troubleshooting methodologies to minimize downtime and maintain productivity for end-users, achieving consistently high levels of user satisfaction.• Implement robust monitoring strategies to proactively detect and address potential performance bottlenecks and anomalies, ensuring optimal application performance and scalability.• Develop and maintain detailed documentation encompassing processes, procedures, and troubleshooting steps, fostering knowledge sharing among team members and ensuring continuity of support operations.• Work closely with cross-functional teams, including development teams, project managers, and infrastructure teams, to ensure effective resolution of support tickets, facilitate the implementation of new features, and maintain alignment with business objectives.

Swansea.Com Stadium

• Team Supervision: Supervised and motivated a team of 6-12 members, providing guidance, support, and performance feedback to ensure efficient and effective bar operations during high-profile stadium events, including sports games, concerts, and special events.• Guest Service and Customer Relations: Ensured all guests received prompt, professional, and courteous service while efficiently handling inquiries, complaints, and feedback to enhance the overall guest experience and ensure satisfaction.• Training and Development: Conducted comprehensive training sessions for new and existing employees on service standards, product knowledge, and operational procedures, ensuring consistently high-quality service.• POS System Management: Managed and repaired POS systems, including setting up new systems and troubleshooting issues, to ensure smooth and uninterrupted bar operations.• Inventory and Compliance Management: Oversaw inventory by performing regular stock counts and restocking beverages while maintaining cleanliness and organization of the bar area, ensuring strict compliance with health and safety regulations and company policies.• Crowd Management: Adapted to varying crowd sizes and efficiently managed high-volume periods, effectively deploying staff to ensure seamless service delivery during peak times.• Responsible Service and Safety Oversight: Enforced responsible alcohol service practices, verifying customer identification when necessary to comply with legal drinking age requirements and conducting regular safety inspections to identify and report maintenance or safety issues, ensuring a safe and secure environment for staff and guests.

Bridgend, Wales, United Kingdom

• Respond to customer inquiries via phone, email, and web chat, providing technical support and troubleshooting assistance for a range of software and hardware issues.• Manage and track customer support tickets using a ServiceNow ticketing system, ensuring timely and efficient resolution of customer issues. Able to prioritize and manage multiple tickets at once and provide regular updates to the customers.• Ability to effectively communicate with customers to understand and resolve their technical issues. Able to empathize and de-escalate difficult situations and provide clear and concise instructions to customers.• Experience with Active Directory, able to manage user accounts, reset passwords, manage group policies, and troubleshoot authentication issues.• Expertise in Microsoft Office, able to provide support for Office Suite products likeWord, Excel, PowerPoint, and Outlook. Knowledge of advanced features and ability to troubleshoot and provide solutions for common issues.• Continuously update technical knowledge and skills through training and self-study to stay current with industry developments and advancements in technology. Strong desire to learn and adapt to new technologies.• Successfully resolved complex technical issues and improved customer satisfaction through effective communication and problem-solving skills. Able to think outside the box to find solutions to difficult problems and able to provide clear and concise

Swansea.Com Stadium

• Order Management: Utilized POS systems to efficiently take customer orders, manage bills, and process complimentary items, ensuring accurate and timely transactions.• Inventory and Cleanliness: Proactively restocked bar supplies and maintained a clean and hygienic workspace during slower periods, contributing to a well-organized and efficient bar operation.• Team Training: Assisted in training and supporting new team members, providing guidance on job responsibilities and best practices to ensure they were well-prepared for their roles.• Hospitality Room Setup: Prepared hospitality rooms for service, arranging seating, decor, and beverage stations to create a welcoming and comfortable environment for guests.• Age Verification: Verified customer age requirements to comply with legal drinking age regulations, employing the Challenge 25 standard to ensure responsible service.• Regulatory Compliance: Complied with all food and beverage regulations, adhering to health and safety standards to maintain the highest service quality and customer safety levels.

Bachelor Of Science - Bs, Computer Networking And Cybersecurity, Upper Second Class (2:1)

Higher National Diploma, Networking And Cyber Security, Distinction

Btec L3 Extended Diploma, Information Technology, Merit Merit Pass