Elliot Trim Email & Phone Number

- Currently lead the team of 9 members, working closely with the Technical Manager to enhance processes, manage major incidents, and handle escalations.- Actively support the team through knowledge sharing, ticket handling, and lean savings, demonstrating teamwork and leadership.- Collaborate with other teams to improve the overall functioning of our team across the business, showcasing cross-functional teamwork and initiative.

Leeds, England, United Kingdom

- Stepped into the role of Interim Technical Manager under the Operations Manager during a transition phase, showcasing adaptability and leadership.- Gained valuable insights into the workings of upper leadership and focused on big-picture support improvements.- Collaborated with Customer Success, Onboarding, and other support tiers to enhance processes and customer experience.- Successfully managed personal tickets and workload in my concurrent role as Technical Support Analyst, demonstrating multitasking and time management skills.

- Transitioned from IT to the software industry, beginning as a 3rd Line Support at BigChange, demonstrating adaptability and eagerness to learn.- Managed inbound queries and escalations from Tiers 1 and 2, addressing issues with the job management software and handling system issues and major incidents.- Acquired a comprehensive understanding of the operations of a software company and the structure of support within the software sector.- Developed proficiency in SQL and gained preliminary experience with AWS services such as CloudSearch, CloudWatch, Cloud9, and DynamoDB.- Gained insights into release cycles, pod operations, sprint methodologies, and the process of software development and delivery to customers.- Despite having no prior experience in the software sector, I excelled in this role due to my problem-solving skills, ability to reverse engineer, and eagerness to acquire new skills.- My fierce independence enabled me to thrive in this high-pressure environment, demonstrating resilience and adaptability.

United Kingdom

- Founder and Manager of a successful Warhammer 40k events company, with a track record of organizing 24 events annually across various venues in the north of England.- Proficient in website management and ecommerce platforms, with experience in designing, building, and managing a website for ticket sales.- Demonstrated expertise in marketing strategies, leveraging platforms such as Facebook, Instagram, and word-of-mouth, as well as sponsorships to promote events.- Skilled in venue engagement, including negotiation, planning, and coordination of both one-day and two-day events.- Responsible for logistics management, ensuring safe and efficient transportation of company-owned equipment to each event location.- Proven ability to collaborate with other event organizers to expand event reach and explore new areas for hosting.- Successful in achieving profitability within the first year of operation, highlighting strong business acumen and strategic planning skills.

- Oversaw the expansion of the service desk to a team of 5 members, in tandem with a growing customer base.- Promoted to Service Desk Manager, responsible for managing the reactive support arm of the business.- Benefitted from a valuable mentorship provided by the Operations Manager.- Worked extensively on process optimization, reporting, lean savings, major incident management, and incident and change management.- Led the implementation of significant service desk improvements, including a new phone system and remote support software.- Coordinated site visits, resource allocation for major incidents, third-line provision, and holiday provision among other responsibilities.- Collaborated closely with the Managing Director and Sales Directors to evaluate our customers from a financial perspective.- Handled customer complaints effectively, ensuring resolution and customer satisfaction.- Played a key role in driving customer success through proactive service and support.

- Recognized for my proficiency in lean savings and internal process optimization, leading to a promotion to the role of 2nd Line Team Leader.- Played a pivotal role in team growth, adoption of new processes, and induction of new members.- Managed an expanding customer base and facilitated team expansion in response to growing demands.- Reported directly to the Technical Manager, providing essential support to team members in their daily tasks.- Gained valuable insights into the workings of middle and upper management structures during my tenure as a team leader.- Acquired further in-depth knowledge in the identification and implementation of effective processes.

- Demonstrated proficiency as an SME Service Desk Specialist, providing comprehensive support to diverse customers and infrastructures.- Utilized both remote and on-site methods for effective problem-solving.- Excelled in delivering second-line level support, ensuring customer satisfaction.- Actively collaborated with third-line teams, enhancing knowledge of network infrastructure.- Improved quality of customer support through continuous learning and application of network infrastructure knowledge.- Worked in close partnership with team leader to streamline and enhance internal processes.- Contributed to operational efficiency through continuous improvement of internal processes.

- Acquired knowledge of support desk operations- Gained proficiency in utilizing and managing ticketing systems- Conducted preliminary triage and investigation of customer issues via phone, and logged them into the ticket system- Collaborated with the 2nd line support team to achieve issue resolutions- Developed skills in taking responsibility and ownership of tasks- Experienced working within a technically-focused team- Handled a diverse customer base and dealt with a wide range of infrastructures.

Apprenticeship Duration: 10 months, divided equally between classroom learning and on-the-job training. Successfully achieved CompTIA A+ and Network+ certifications, in addition to earning several City & Guilds qualifications with distinction. Gained practical experience in the Hardware/IT department of a software company specializing in CRM platforms.

Education record

Apprenticeship

Advanced Level Apprenticeship for IT & Telecoms Professionals CompTIA A+ Certified Technician CompTIA Network+ Certified Techinician.

Itl V4 Foundation, Information Technology, Itil V4 Foundation Certified

Gcse

12 GCSE's A*-C, including an A* in Italian and A's in English, Maths and sciences