MySense is a wellbeing analytics platform for the home. Designed to identify changes in wellbeing behaviours, MySense helps people of all abilities live a healthier, more independent life and bring reassurance to families and carers.

Customer Success and Technical Support as part of a team of four, within a growing SaaS company, managing bespoke app support for a diverse portfolio of clients.Managing 1st through 3rd line technical support in the form of Live Chat, email tickets, and support calls.Writing knowledge-base articles and technical documentation, including bespoke training videos for larger clients.Creating and overseeing support processes, implementing more efficient ticketing including automation.Internal technical support for the company - including hardware and software support for Windows and ChromeOS based devices, in addition to networking and infrastructure support.Working alongside product and development teams to feedback customer feature requests, as well as escalate and test more complex bugs and technical issues.Regular product testing and QA support to the development team, including regression test processesDelivering bespoke training, both online and onsite, to clients from all sectors and of all levels of experience.Account Managing a portfolio of over 350 clients, across all sectors and industries - including renewals and upsells.CRM management - keeping client information up to date through their lifetime, noting opportunities and pain points clearly for the team to act upon and escalate to improve our support offerings and retention.

Second and third line technical support as part of a team of two for all NHS operations within Northamptonshire, including management of the 1st line technical team.Delivering complete management of IT solutions to end users. Management of 1st line team technical team, and acting as a point of escalation within the Service Desk, working alongside and feeding back resolutions to staff who escalate issues.Creating and maintaining core Service Desk procedures and documentation.Technical project management throughout Change Request process, delivering solutions to end users within NHS Trust resources

First line technical support in a team of four for all NHS operations within Northamptonshire - Responding to a wide range of users of all skill levels via telephone and e-mail, and ticket management and prioritisation to ITIL standards.Answering and resolving a high volume of telephone and e-mail support queries, while personally meeting or exceeding contractual SLAs and KPIs and by proactively identifying process/Systems improvement opportunities within the department.Supporting bespoke and legacy IT systems, and implementation of new systems, working alongside and supporting a small team working in a large organisation.

Technician in a tight-knit IT company providing support to a range of Northamptonshire schools, as well as small and large businesses. - 1st, 2nd and 3rd line support for a range of clients- Server deployment and management- Building of systems, both server and client- Web-design- Graphic design and branding- Audio and video recording and editing

- Managment of three business servers- Management and development of two SharePoint solutions- Website- Provision of technical support for staff and external clients- Support of office hardware, inclding printers, IP telephone system, and company Blackberry mobile telephones- Writing and presenting company IT training for the systems used by staff