28 years’ experience in Customer Support supporting software applicationsGrew a brand new remote team of graduates from zero to 12 employees in a yearCoaching team on how to bring the best out of themselves, how to work smarter and how to love their jobExtremely confident in new surroundings and unexpected situations with the ability to react quickly and effectively when faced with difficult situations Familiar with problem tracking software, defect management and writing of knowledge based articles and how to manage and use these tools for quick and effective problem resolutionPrompt and efficient problem resolution, utilising excellent technical and interpersonal skills liaising confidently with all levels of personnelExperience with monitoring all Social media threads for feedback/concerns from customers ensuring escalations are effectively managed Flexible and adaptable approach with the ability to work in varied environments and cultures Organizing and running weekly Team Meetings and daily “Scrums”Active Contributor to the SAS Technical Support CommunitiesHaving recently attended a Strengths workshop, I am someone who is Positive, quick to smile and always on the lookout for the positive in a situation. I am a WOO, someone who likes to “win others over” and enjoys the challenge of meeting new people, strangers are never intimidating to me. I am a Communicator who likes to take dry ideas and enliven them with images and examples. An Activator who is impatient for action and an Arranger when faced with a complex situation involving many factors I enjoy managing all of the variables, aligning and realigning them until I am sure I have arranged them in the most productive configuration possible! I simply try to figure out the best way to get things done.

I provided prompt resolution to customer problems on the SAS Customer Intelligence solutions. This involves managing a queue of tracks, with varying priorities, communicating back to the customer either verbally or via email, talking to Customers at all levels within an organization, ensuring their problems are resolved to a satisfactory conclusion. Often asked to manage customer escalations having to think on your feet whilst displaying confidence and diligence often having to diffuse a tense and difficult situation. Extensive knowledge in the SAS technologies mostly self-taught and learned on the job, including many industry standard products, for example Web Application Servers, Database Technologies, Windows and Linux administration. I am self-motivated, working out of a home office and am extremely diligent and efficient at managing my own time, often working to extremely tight deadlines.

Hands on Team Leader managing a team of three Technical Support analysts on the day to day running of the support organization. Mentoring and training new hires on Technical Support procedures. Establishing procedures and processes to make Technical Support run efficiently.