Using Zendesk ticket issuing system and telephone-based customer support system.Providing excellent product support of the bespoke waste industry software Weighsoft, as well as Fleeteye, fleet tracking software.Building strong customer relations through good communications and problem solving, escalating issues to development or management when they cannot be resolved by the Help Desk.Monitoring the helpdesk, to make sure that calls are being completed in accordance with the SLA.Using SQL to create bespoke customer reports and troubleshoot database issues.Carrying out upgrades and ensuring product consistency.Troubleshooting software issues up to a 3LS level of support.

Software Support team leader/manager, for a technical telephone/email based Helpdesk. Working within the fleet industry supporting the companies bespoke fleet solutions online and offline systems.I manage a team of five, including two 1LS telephone support analysts and three SQL/C# developers.I set KPIs, carry out one to ones and appraisals, managing any events that may result in disciplinary action as well as ensuring all members of the Help Desk are equally skilled.Day to day I also carry out software installations and code releases, manage the helpdesk ticket logging system and write reports on the performance of the helpdesk.Skills: Management, Help Desk & Desktop Support, SQL, SQL Server, Microsoft Windows Server, Customer Support, Software support, Microsoft Office Excel

2LS team leader, for a technical telephone based Helpdesk. Working within the rail Industry supporting various ticket issuing systems across the UK.Also handling a logistics desk which manages the repair and replacement of hand-held ticket issuing systems for use on trains and trams.I manage the desk roster, managing any events that may result in disciplinary action and ensure all members of the Help Desk are equally skilled. This includes documenting any new practices and procedures.

• Answering technical telephone calls received by the desk• Logging details of the calls received • Providing help, advice and answers to enquiries and wherever possible solutions to problems, using the information provided by the caller and tools and reference material available• Where appropriate passing incidents to other support teams or maintenance organisations.• Carrying out other related support tasks (e.g. booking equipment maintenance visits) • General support tasks within the Help Desk• Reports to the Helpdesk Manager

• General Administration work• Reception/guest welcome• Looking after vending machine float & cash up

• Managing time and that of my team, including work allocation.• Setting quotes for clients.• Helpdesk customer service, ensuring helpdesk queries are answered by phone, email and letter.• General administration including, invoicing, monthly charging and refunds.• Appraisals, staff skills matrix; monitoring progress towards staff, personal and career development issues.• Progress reports to managers.• Liaising with marketing staff to ensure that brand guidelines are followed and continuity achieved.• Creating design prototypes including graphic design, site navigation and layout of content.• Develop websites using HTML, Dreamweaver, Photoshop, and Fireworks, including client updateable systems using ASP.• Domain management and IIS.• Certified first aider (from Jan 06)• Extensive experience of the MS office suite of applications