Francis Desmond Email & Phone Number

- Delivering exceptional levels of performance and customer satisfaction, assisting clients and consistently exceeding KPIs and objectives set.- Involved in the resolution of escalated customer requests and complaints, requiring managerial input and assistance.- Actively working alongside Service Delivery Leads to manage and direct team workload, assisting with technical and process-based queries.- Quality analysis checks on technicians, ensuring all ISMS standards are met, providing feedback and areas of improvement.- Using PowerBi to forecast and log team performance, creating EOD reports for the Workforce Coordinator and Senior Management.

Bristol, England, United Kingdom

- Experience in managing a team of 12 support technicians, providing updates on internal changes, feedback, coaching, and mentoring.- Performance reviews and quality analysis checks of team workload.- Regularly coordinated meetings to provide open discussion and peer-to-peer assistance for team members with difficult or exceptional technical cases.- Ensuring ISMS is considered in all operations, including HR, IT and client processes.

Bristol, United Kingdom

- Actively resolved 3,000+ support cases.- Azure AD, AAD connect, Windows, User Management, Domain Name System, Email Migration, Exchange, PowerShell, Security & Compliance, Teams, OneDrive, SharePoint and Office Suite.- Delivering unrivaled customer and technical support to a diverse client base. - Volunteering my time to mentor and assist new technicians.- Consistently achieving monthly bonuses and incentives based on KPIs.

Cannigford House, 38 Victoria St.

Student-led Voluntary Work.- Expertise and Guidance to improve management of internal and external resources on Office 365 for Business.- Hands on technical support in the implementation and testing of shared B2B project sites.- Producing a bespoke User Guide based on BGCP's requirements for SharePoint.- Iterative project life-cycle involving a dynamic change of requirements throughout.- Business Report summarizing the project, with future recommendations and identified risks for BGCP.

Bristol, United Kingdom

- Involved in gathering and communicating the views of fellow ITMB students in termly committee meetings to create positive changes to the learning experience.- Accredited to Higher Education Achievement Record.- Made positive impacts to teaching styles and content, beneficial to current/future year students.

The University Of The West Of England, Frenchay Campus.

- Voluntary work for start-up campus-based business funded by the University.- Supported start-up functions, layout design and initiation of on-campus facility.- Involved in the sale and support of bicycle servicing.- Identified and supported innovative ideas for promotional activity.

Dorchester, Tudor Arcade.

- Maintained regular stock checks, processing reorder requests.- In-store flexibility, across different departments.- Processed waitrose.com orders and in-store collections.- Delivering exceptional customer service.- Pride in appearance and fulfilling the required role to the best of my ability.- Involved in charity fundraisers "Community Matters" scheme (Julia's House).- Responsible for managing ambient division during SM absence.

Bridport, Gore Cross Business Park

- Enabled IT skillset to deliver an employee job log system, shared amongst the business's computer systems, initiating a new way of digitally logging job ID's.- Reduced operational paperflow.- Involved in a few technical production roles, developed effective communication skills with production team.- Extended my appreciation of high quality products to a diverse customer base.

Information Technology Management For Business (Itmb), Information Technology Project Management

A-Levels, Electronics, Business Studies, Information Technology, General Studies., 300 Ucas Points.

Gcse'S, Information Technology, 11 Gcse'S: Ranging From A-C