Managing product implementation and customer on-boarding – From pre-sales demonstrations/technical sessions to the installation and implementation of all Isosec platforms including training.First point of contact for all 1st and 2nd Line tickets across all support channels (Zoho Desk & Phone). Technical support provided for all Isosec products aimed at the NHS for Windows (VDI/Fat Clients), Android and iOS devices.Initial point of contact to funnel in customer demand to internal stakeholders through JIRA, working closely the Sales & Dev Team to ensure solutions meet requirements and align with Isosec’s Roadmap.Introduced service measurement and support reporting to offer the management team insights into the volume of tickets, categorisation, KPIs, CSAT/DSAT and SLAs. Introduced Project Management Tooling (Asana), Guide CX to manage customer project deployments, overhauling communications and process upon joining the business. Technical assistance provided for technical prerequisites including MDM, 3rd party Ubuntu LDAP proxy servers and Firewall/network requirements.Technical author for internal and external documentation, working with marketing to produce informed and detailed manuals/guides for all products - Assisted in the redesign of product documentation for internal and external use. Logging and tracking feature requests and bugs within JIRA, contributing towards the development Sprint when necessary to define user stories and QA acceptance criteria. In addition to the above, coordinated and conducted QA/Testing for software updates and new products.Quickly became a key SME for Isosec’s platforms (4 Products) and moved into a lead position over the existing Support staff. Key driver in improving customer communication around releases notifications, new features and incident management. QA performed during Development sprint, creating detailed test plans, testing in house software and liaising with the development team on bug/fixes.

Provided 1st and 2nd Line Support for Safety Culture’s global customer base across all support channels (Intercom, Salesforce, Email & Phone) for SaaS platforms. Identified, investigated and reported bugs/regressions through JIRA and escalated to the Product Managers and where necessary, contributing towards users’ stories and performing QA/Testing. Executed scripts and data exports to solve common customer issues. Created and maintained knowledgebase articles (Confluence & Word Press) covering all Apps/Platforms and Integration specific topics.Hosted and lead API & Integration related calls for the EMEA region, liaising with Internal CSM’s and client stakeholders directly to scope out the requirements and understand problems they were looking to solve. Built and designed Integration solutions - Primary tools used in this process included Microsoft Flow, Zapier, PowerBI, Tableau, Postman along public APIs. Setup customers with SSO Services via Auth0 as part integrations requests.Data patching (JSON) via Postman to resolve data anomalies and provide work around solutions for VIP customers. Occasionally working with but not limited to CSV, JSON and XML. Continuously identified areas of improvement within the team and provided feedback to Customer Experience Leads and Head of Operations to drive change within the local and global business. Provided training/guidance for Internal teams and external customers on product features and best practices across internal & external 3rd party platforms. Co-ordinated and executed customer migrations from AWS US Data Centres over to the EU. Collaboratively complete Security Assessments alongside Level 2 peers and DevOps Team.

Managed one direct report for the UK Time Zone evening shift. Lead product support for a wide range of high-profile sports and industrial clients across multiple locations across the globe a long side implementing ITIL standard practices and continuous improvement within the team. Managed Infrastructure Services such as Hardware Lifecycle, Inventory, Management, VoIP, G-Suite Administration, LastPass Administration, Licensing and Incident Management. Introduced and configured a 3rd party MDM (Cisco Meraki) platform to restrict and govern iPads provided to customers. Managed and coordinated Quality Control processes and workflow for hardware, turning over up to 150+ devices a day. This included documenting deficiencies, troubleshooting problematic devices and reporting stats for passed/failed units. Performed QA & UAT tasks, including manual application and automated testing (Ruby scripts with Selenium IDE) to ensure compatibility across all browsers. Support provided for internal end-users across a mixed hardware/software estate – OSX, Windows, Office 365, G-Suite. Worked alongside Canadian based CSMs to assist with client deployments across the UK including on-site client software and hardware training/consultations. Assisted in the migration of legacy products/platforms and introduction of new services/hardware. Worked closely with Developers to test and validate functionality across multiple platforms; Web/APIs, Firmware, Hardware and Software (iOS and Android). Reporting bugs/regressions through JIRA. In-depth analysis of client bug reports/logs, working closely with Developers & Engineering leads to perform a root cause analysis.

Provided external client technical and product support via phone, email, desk.com & Intercom. Support for on-site and remote employees across MS Windows, OSX platforms and VM environments. Created internal knowledge base items for best practices and processes for internal apps & systems. Assisted in the migration of legacy products/platforms and introduction of new services/hardware. Worked closely with Developers to test and validate functionality across multiple platforms; Web/APIs, Firmware, Hardware and Software (iOS and Android). Reporting bugs/regressions through JIRA. In-depth analysis of client bug reports/logs, working closely with Developers & Engineering leads to perform a root cause analysis.

Roles scope retained from previous job title with additional responsibilities including:• Managing 2 direct reports; both Infrastructure specialists to deliver projects and transition support across the UK Cluster, working alongside centralised subject matter experts and cluster managers.• Communications improvements while engaging with local I.T contacts across multiple sites and business units.• Elected "Change Management Lead" for UK Cluster for the implementation and support of ServiceNOW – A standardised ticketing tool driven by the central AkzoNobel IM Team.• UK Cluster contact for Change Advisory Board, ensuring environment changes and RFCs on all levels, major and minor are discussed/justified, implemented and communicated out to local site contacts and users.

• Responsible for managing on-site support tickets and working alongside 3rd party engineers & vendors.• Project Management/Support provided for UK & Central infrastructure Services Team. Past projects include XP to Windows 7 migrations, deployment of Service Desk Ticketing systems and manage Print solutions within the UK and across European sites including Sweden, France, Germany and the Netherlands.• Administering Active Directory and MS Exchange for multiple OU’s – Including some PowerShell Knowledge.• Working collaboratively with 3rd party vendors including HP, Canon & CAP Gemini Services to ensure SLA's are met and escalated when necessary.• Managing assets and hardware inventory for all users.• Communicating Project direction/plans to internal and external teams/suppliers• Supporting site migrations from legacy applications, OS’s and services including QA.• Raising and managing quarterly budgets• Managing and creating departmental SharePoint OneWeb Sites for the UK, cluster and local support for end-users.

· On Site Support assistant for 300 remote and site based end-users. Tasks involved liaising with the IBM Helpdesk prior to the implementation of HP GSD; raising IMAC tickets related to hardware and software installations, management and investigation and facilitate business demand.· Maintaining Knowledge Based Articles and self-help guides for end-users.