Gregory Charles Vail Email & Phone Number

London, England, United Kingdom

- Managed daily operations of technical Support desk, including monitoring of SLAs and development of team targets to ensure service delivery exceeded client expectations.- Working in a team of five, consistently resolved an average of 40% of all support tickets raised.- Led and co-ordinated regression testing of system functionality to identify bugs prior.

- Developed a series of base templates for tender documents and client presentations that could be reused and adapted as necessary, to streamline and standardise new business processes.- Chaired weekly cross-team Operations meetings to coordinate delivery of key client objectives and management of internal resources.- Chaired monthly Business Steer.

- Led client communications for major system upgrades, code releases and infrastructure maintenance, ensuring minimal disruption to end users and compliance with governance procedures.- Successfully coordinated the rollout of a new client Support Portal, using personalised communications, online training and comprehensive documentation to facilitate a.

• Despite a lack of exposure to technical IT support roles, I rapidly excelled to become the top-call closer and became a highly valued member of the team.Responsibilities:
• Providing 1st and 2nd line support for up to 900 users and service partners.
• Consistently dealing with all service requests and incidents to an ITIL standard, ensuring quality customer service.
• Ensuring all delivery dates for requests were met and keeping a high level of communication with the relevant parties from start to finish.
• Carrying out quarterly network account and finance systems audits, ensuring system security and efficiency.
• Leading an audit on corporate iPad stock and subsequently revising roll-out and asset management processes.

Bachelor Of Science (Bsc), Psychology, 2:1

A-Levels, Sociology, Psychology And Geography

Sociology - A* Psychology - A Geography - A Achieved the Humanities Globe award for best overall academic performance.

Gcse'S, 11 Gcse'S Grade A* - B Including Maths, English And Science