Douglas Allen Email & Phone Number

Oman

Global

Dallas/Fort Worth Area

• Greet guests in person and over the phone• Allocating guests to serving staff to ensure a high-quality customer experience• Taking reservations and redistributing resources to accommodate them when required• Maintaining front of house aesthetics • Caring for the elderly

Global

• Product specialist that travelled globally to support and guide local operations.• Sub-product representative for the development and implementation of bespoke global software for our business unit• Responsible for inventory management of company and customer owned assets • Wrote bespoke technical documentation for our operations• Conducted quality assurance checks of equipment and documentation• Oversaw change management for our operations• Continual improvement through identifying lessons learned and logging operational practices at a global level

Paisley, United Kingdom

• Hardware and Software deployment• Break fix support• Liasing with other support teams & 3rd parties• Incident management and escalation• End-user coaching

Paisley, United Kingdom

• Processing student enrollments, specializing in postal enrollments• Provided financial aid guidance

Paisley, United Kingdom

• Provided remote support and deployment in an ITIL and SLA driven environment• Commissioned and decommissioned client sites including building and configuration of domain controllers• Network monitoring• Administered our departments knowledge database• Mentored 1st line support team in technical and customer service skills• Assigned the role of department focal point for outlook and exchange issues, which aided a successful migration from Lotus Notes to MS Outlook

Paisley, United Kingdom

• Responsible for reduction in the support call stack from ~90 to ~20• Received Service Desk Analyst of the year award• Was the only 1st line team member to be allowed on overtime schedule due to its increased responsibilities • Acted as the team focal point for incident escalation• Logged customer contacts (email, phone and in person) on IT service management suite• Provided 1st and 2nd line troubleshooting