David Cardiff Email & Phone Number

United Kingdom

Brighton, England, United Kingdom

At Think Learning, I provide many different services. Primarily I utilise my years of experience working with customers to provide an excellent experience for them and colleagues alike, the following are some key achievements to date:* I delivered the first internal support training course for Support Consultants built with Totara.* I delivered an updated full customer facing Knowledge Base, restructured to align with company products.* I created the structure and guidance for a re-worked internal Knowledge Base for consultants and wider staff.* Key liaison for premium tier customers.* I am the key technical support component of Support Services, able to provide both customers and colleagues with excellent product and backend technology knowledge.

Bangor, Northern Ireland, United Kingdom

At Synergy-Learning, I was an expert in their products to drive customer success through consultancy, training, and providing various technical levels of assistance.Key Objectives & Achievements* Key support liaison for enterprise clients.* Triage of support cases, including both general queries and deeper technical help.* Coordinating case assignment to relevant departments.* Orchestrating customer site deployment and upgrades.* Delivering both ad-hoc and scheduled training sessions routinely for enterprise clients.* Creating, organising, and managing the support knowledge documentation for both internal and external clients and providing enhancements where needed.* SSL certificate renewals.* Provisioning and de-provisioning of demo applications for the Sales team.* Becoming certified through the Totara Academy to support and administrate Totara LMS platforms.* Ability to support both Moodle and Moodle Workplace LMS platforms for customers.* In 2021 I became one of the companies Mental Health First Aiders via Aware Northern Ireland.

Newtownabbey

Within my role as Support Service Analyst, I provided a wide range of services for some of AMT-Sybex's largest clients, completing various day-to-day services such as:* Ensured client storage and archiving procedures were functioning correctly as part of a managed service structure for multiple key customers.* Actioned integrated software deployment and upgrades for key government infrastructure clients.* I provided triage to both hardware and software support cases - Devices in use by Northern Ireland Water (NIW) were regularly provisioned by me to their field engineers and required me to be on-site at local facilities to triage and deliver. Other hardware devices I worked on were for the 'Department of Agriculture, Environment and Rural Affairs' (DAERA), supporting important regular cattle checks for disease in livestock.* I was part of the rotational out-of-hours support for mobile application users supporting the RSPCA.* Managed scheduled maintenance upgrades/service restarts (Servers and Integrated Controls) for enterprise customers such as NIW and Gas Networks Ireland.* Provided account provisioning through suites such as; Active Directory, Ellipse or directly through SQL Server for NIW.* Ensured data integrity and security by adhering to good security practices and regular contact with the information security teams.* Provisioned key monthly metrics for enterprise clients.* Replaced existing legacy knowledge base to help train, support and guide team members of Managed Services.* Front and back-end regression testing of a new product and integrated control system.

Belfast, United Kingdom

I managed the day to day running of the Customer Service department, providing high level managerial support for clients, my team and the overall guidance for Customer Service across all varying products that we sold and supported.This included some of the following key points - • Management of a team of 13 I.T. professionals including 3 team leaders – providing all team members with personal support and training where needed. Key stakeholder in the recruitment of all new members of each team within Customer Service as well as performing all HR tasks associated with it, including the working relationships with various recruitment agencies.• The ongoing commitment and strategy to reducing calls and support cases, to which I contributed to the design and deployment of the very first client self-help portal for the company. In addition to this I was the main stake holder and designer in the deployment of a phone queuing system (previously none)• Key stakeholder in regular product board meetings, ensuring that all aspects of CS are handled in a timely and professional manner making sure that we are in line with product launches and updates, as well as providing key suggestions on the teams direction.• Strict adherence to company SLA’s (Service Licence Agreements) and the continuous monitoring of them. This also involved dealing with and planning action during Hosted issues or outages, making sure that normal support cover is affected to a minimal level.• Managing software release schedules for all products my department provided support and services to, including software updates. This also involved working closely with the QA project manager and developing triage workflows between my department and the QA team. In addition to software I was a key stakeholder in the planned the deployment of the company’s latest web based application.

Belfast, United Kingdom

I managed the day to day operations of their Belfast Victoria Square store, which included some of the following tasks and achievements - • Management of 6 members of staff including my assistant manager and store supervisor running a store that was open 7 days a week, I was responsible for the hiring and training of all new staff whilst liaising with the GameStop HR department to ensure company guidelines were strictly followed. Effective staff management was key and I was responsible for ensuring service levels were maintained to a high standard whilst adhering to a strict budget.• Responsible for the launch of the second GameStop Belfast store, and developing a new customer base to ensure initial and long term store success. To this effect I organised and chaired a meeting between Victoria Square centre management, and all stores on the Ann Street entrance to encourage more ideas for footfall between Centre Management and how we as stores could help achieve this. From this we achieved a long term marketing campaign, securing prominent signage and advertising.• Face to face sales with customers as well as building relationships with customers to promote repeat trade.• Achieving store KPI’s on sales of both new, second hand and trade in goals, to which my store met trade in targets month on month and was second in Ireland on multiple occasions.• Working with product sales reps, to ensure key paid for product promotions were displayed in line with company guidelines.

Btec Hnc In Computing And Systems Development (Rqf), Information Technology, Overall Distinction

Activities and Societies: N/AThe course is studied over a minimum of 2 years and comprises of 8 units. A variety of teaching and learning.

High School, Gcse

Art - A Maths - C English - C Geography - D Physical Education - D

Gcse, Photography, A

Gnvq - Art And Design: Intermidiate, Art/Art Studies, General, Pass