Simon Kay Email & Phone Number

Baltimore, Maryland Area

I am mostly tasked with full-stack development projects for our frontend multi-lingual customer experience and sometimes to support our staff to help them better with their everyday needs. I am also involved with coming up with concepts and solutions to problems, I've been given a lot of freedom with creatively solving issues, so I often learn towards using fun and interesting technologies like WebSocket's.Occasionally throughout the year we'd have product launches that would require… Show more I am mostly tasked with full-stack development projects for our frontend multi-lingual customer experience and sometimes to support our staff to help them better with their everyday needs. I am also involved with coming up with concepts and solutions to problems, I've been given a lot of freedom with creatively solving issues, so I often learn towards using fun and interesting technologies like WebSocket's.Occasionally throughout the year we'd have product launches that would require additional support where I'd have to build simple web apps to connect to the back-end API's of Service Cloud to work around the client's limitations.As the senior member of the team I'd manage supporting and training new platform administrators as well as offering solutions and mediating to upper management about technical solutions to unexpected challenges. Show less

Administrating and developing Oracle Service Cloud for our customer support platform. I managed user profiles and analytical reporting as well as designing back-end routing for incidents and end-user surveys.

Galway City

Managing and monitoring game servers for Star Wars The Old Republic. This required Linux Administration, Networking and Communication Skills.

Workforce management on a micro-level. I organised the flow of work to a team of 20 agents making sure everything was achieved within SLA. From this I then and published analytical data to inform leadership.

I offered technical support on various desks from Pfizer, JLT and currently SJP which hasgiven me a broad experience of how different desks work.I was assigned the role of Cross-Skills agent due to my experience with many desks onNovember 2008. My main responsibilities were to handle the overflow of calls on understaffeddesks, ensuring delivery of SLA's/KPI's and overall high quality of service to HP.My main roles as a cross skills agent\backup coach are:- Provide… Show more I offered technical support on various desks from Pfizer, JLT and currently SJP which hasgiven me a broad experience of how different desks work.I was assigned the role of Cross-Skills agent due to my experience with many desks onNovember 2008. My main responsibilities were to handle the overflow of calls on understaffeddesks, ensuring delivery of SLA's/KPI's and overall high quality of service to HP.My main roles as a cross skills agent\backup coach are:- Provide assistance to new starters with technical and customer service advice. Identifying new issues and troubleshooting to find the quickest resolution. Taking client calls and providing call backs to resolve their issues. Taking on escalated issues and resolving them and ensuring the satisfaction of the client. Providing needed troubleshooting which was submitted to the knowledge base to keep it up to date. Communicating out new issues with software and processes to the desk. Assisting in the testing of new applications and operating systems to be supported. Providing as much support to the client as procedure will allow. Providing one to one feedback with team leaders about personnel performance and ways to improve them. Attending team meetings and discussing important business issues. Meeting the demands of team leaders Helping coaches install applications on agent's machines to improve production. Assisting agents with troubleshooting difficult issues. Show less

I was outsourced to Blizzard Entertainment to provide technical support to World Of Warcraft customers.