Damon Baker Email & Phone Number

United Kingdom

United Kingdom

As a project technical lead, I successfully implemented a fully automated, end-to-end, hybrid mail solution, utilising best of breed workflow solutions along with writing custom code in PowerShell and JavaScript to integrate the APIs of several systems.JavaScriptVBScriptPowerShellPythonAPIs

• Providing support to customers of PaperCut products via chat, email, phone and web comments whilst meeting predefined SLAs and adapting responses to meet the technical understanding of the customer.
• Performing in-depth troubleshooting and testing of customer-raised issues for fault diagnosis and resolution, reporting bugs and other anomalies to the appropriate teams.
• Writing, modifying, or answering queries on scripts in various languages, such as SQL, PowerShell and JavaScript to provide customers with in-depth, tailored solutions, making use of API calls and other tools.
• Updating outdated documentation and disseminating information to colleagues to reduce ticket volumes and potentially reduce the time to resolution.
• Participating in conversations about product features and functionality, leaning on experience from various roles and customer engagements across the MPS channel.

Marlow, Buckinghamshire, United Kingdom

• Attended calls and meetings with the sales team to understand customer requirements, advising on available solutions and ensuring the correct solution was offered, tailoring the message or product options accordingly.
• Provided pre- and post-sales support to customers and sales staff on the solutions portfolio (PaperCut, EveryonePrint Hybrid Cloud, Safecom and PrinterCloud).
• Performed hardware and software installations remotely or on-site to match customers’ expectations.
• Assisted with all internal and external queries related to the Data Collection Agent, FM Audit.
• MPS escalation point for internal queries from the helpdesk, providing 2nd/ 3rd line support for software and hardware queries.

Reigate, Surrey

• uniFLOW Certified Solution Specialist.
• Proactively sought opportunities to improve helpdesk processes, such as creating a tool (C# WPF) to assist with ticket assignment, reducing inconsistencies and time required for repetitive tasks.
• Mentored colleagues across all helpdesks in best practices and fundamentals of using the helpdesk software, as well as assisting with resolutions to customer issues, in order to reduce escalations and improve efficiency.
• Provided advanced troubleshooting and configuration support for client’s input and output management solutions; including uniFLOW, uniFLOW Online, Universal Login Manager, iWMC, PlanetPress (Classic and Connect).
• Managed complex technical issues in a timely and methodical manner and ensured key stakeholders were updated on the progress being made to resolve any issues, attending or facilitating conference calls which supported.
• Assisted channel partners in setup and fault diagnosis of the product catalogue and managed escalations to 3rd line (vendor) support once all other support avenues had been exhausted.

Reigate

• Troubleshooting and configuration support for clients' input and outputmanagement solutions utilising all applicable tools (Process Monitor,Wireshark, Debug Diag) for a prompt resolution.
• Perform installations and upgrades on supported software products,ensuring customer needs and specifications are met.
• Single point of contact for all customers’ print-related issues, ensuring thecustomer and key stakeholders are informed of progress.
• Met over 90% of SLAs within specified time constraints for customercontact and ticket resolution.
• Assisted customers on best practice and improvements for Canon solutions,including infrastructure, drivers, network configuration.
• Implemented necessary resolutions on all server and desktop environments.

Reigate

• Provided technical support to all users of Canon MFDs.
• Answered and responded to all tickets within agreed time scales.
• Trained new employees as per company guidelines.
• Consistently highest closure rate across the help desk.

• First contact for all MFD related issues on the largest Managed Print Service in the world.
• Service delivery for Lloyds Banking Group with almost 50,000 MFDs.
• Liaised with 3rd party resolvers and alternative internal IT groups for prompt fault resolution.
• Responded to calls and e-mails efficiently and professionally, ensuring all key stakeholders were updated with the progress of their incidents.

Cadbury House Hotel

• Barman and waiter that ensured customer service and satisfaction werethe top priorities.
• Provided a 4 star experience for up to 400 guests at a range of events.
• Kept accurate records of stock lists so as to contribute to the smooth ofoperations.
• Handled all customer complaints and queries professionally and with theutmost courtesy.

• Supported thousands of users around the world on a first line basis for VMS Issues.
• Monitored all backups to completion, performing tape maintenance as required.
• Created and amended user accounts using UMRA.
• Managed and resolved issues using HEAT Service Management.

• Earned solid reputation for being cognizant of fixes to common and lesser occurring issues.
• Gained vast experience across a wide discipline of technologies including Tandem, VME, MVS and AS/400 mainframes.
• Escalated issues as required and maintained communication with customer and technical teams, extensively utilising multiple call stack management programs to record and track issues.
• Demonstrated exceptional skills in professionalism and responsiveness.
• Ensured team cohesiveness and utilised staff skills to ensure efficiency.
• Tasked with training new members of staff to required level in a timely manner.

Level 3 Advanced It Apprenticeship, Information Technology

• South-West region CompTIA student of the intake, national award. • Microsoft Certified Desktop Support Technician • MCP Windows XP.

Education record