Danielle Harris Email & Phone Number

• Investigating escalated application queries. Resolving where possible or raising with the relevant third party provider
• Attain Service Desk KPIs
• Work with department managers to reduce tickets raised due to user error
• Creating and maintaining application documentation, such as FAQs and procedure documents
• Maintain IT documents to support the business and the Service Desk with resolving common issues
• Software testing for upgrades and changes

• Producing customer-facing reports
• Became a point of contact when the Helpdesk Manager was out of the office
• Managed the transition of the largest account from the Project phase to Helpdesk and became the lead Helpdesk Analyst on the account
• Developed an advanced knowledge of the web applications and their integration processes

Loughborough, United Kingdom

• Providing 1st, 2nd and an element of 3rd line support to customers
• Establishing and maintaining a quality working relationship with customers, internal departments and third party providers
• Understanding and operating the support call escalation procedure within the defined time limits
• Training and mentoring new members of staff
• Testing and implementing software fixes
• Software release testing

Leicester, United Kingdom

My responsibilities included cleansing existing business systems data, reformatting it as required to comply with the requirements of the SAP system that was to be implemented. I also assisted the Operations Manager with defining and documenting the cleansing and maintenance processes to ensure that the SAP cleansing project progressed in a timely manner.

Loughborough, UK

As a support analyst, my duties included logging and progressing support queries; keeping customers apprised of the progress of their queries; creating and maintaining software documentation; updating client contracts and training new members of staff.

Loughborough, UK

I was responsible for logging, progressing and closing customer support calls; training new members of staff; creating internal documentation on the company’s software applications; and preparing and sending quotes for software to new and existing customers.

Kettering, UK

My responsibilities included checking stock on high value goods, for example, cigarettes and alcohol; scanning goods; and taking payments for invoices.

Bachelor Of Science (Bsc), Accounting And Financial Management

Activities and Societies: Social and Stash Secretary of the Progressive Forum Society Modules include: International Economics.

Education record

A Levels: Further Maths (B), Maths (A), Accounting (A) and Economics (A) AS Levels: Critical Thinking (B) City and Guilds Level 1.

Education record

10 GSCEs: Grades A*-B including Maths and English