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 to release.- Successfully completed 25 production code releases with verification, and restored client access to systems, ahead of agreed deadlines.- Engaged with senior client stakeholders to negotiate system downtime ahead of annual code releases, ensuring that end users were prepared for upcoming changes to Illy products such as CarePath.- Collated and analysed feedback from 40 users following product BETA testing, providing the development team with client-focused recommendations for improvement.- Conducted a review of Support processes in light of our transition to working from home, with a focus on analysing resource allocation and improving the sharing of ticket resolutions among team members.- Represented the Support team in quarterly client review meetings, and obtained feedback on Support metrics to maximise customer retention.- Trained non-technical colleagues to successfully deliver live product demonstrations to clients.

- 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 meetings to communicate the Account team's progress towards sales targets with senior management.-Delivered presentations and workshops to over 100 clients as the Lead Presenter at three annual client conferences, with an emphasis on gathering feedback for use in future product development.

- 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 smooth transition.- Worked closely with the HR team to compile evidence for third party auditors and quality standards organisations, demonstrating our quality of service to achieve ISO:9001 compliance.

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.• Working closely with Human Resources in numerous projects, such as employee orientation and IT workshops to increase productivity.• Assisting with the training of new Helpdesk staff.

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