Provide advanced technical support to customers, addressing software issues through phone, email, chat, and remote assistance channels.Diagnose and troubleshoot complex technical problems, whilst collaborating with internal teams to ensure timely resolution.Document support interactions and resolutions accurately in Salesforce, Confluence and Jira in a detailed manner for future reference.Contribute to the development of support resources such as knowledge base articles and troubleshooting guides.Collaborate closely with Tier 1 and Tier 3 representatives to streamline support processes and enhance customer experiences.Writing SQL scripts to fix issues in customer environments by utilising Python, Javascript and other web technologies

Supporting Gov clients on a day-to-day basis on all govService products.Ensuring tickets are responded to within agreed SLAs and helping improve processes.Assisting with escalations and StatusPage announcements to keep customers informed of platform changesTriaging incoming support tickets to balance workload across the team

Worked as a Support Analyst for Reed Online’s integrations with third party recruitment software - ATS and job posting systemsSuccessfully on-boarding new customers and tackling the progress of existing integrationsSupporting the business in improvement projects - Introducing a new JIRA board to measure response times and ticket progressMeasuring and reporting key metrics such as increasing customer numbers, number of jobs utilising integrations, success rates and customer ROIProviding technical support for internal teams in Product, Sales and Development to test and troubleshoot issuesExperience managing multiple tasks in a fast-paced environment whilst meeting critical SLAsPerforming presentations to the business to drive improvements to the support processIntroduced reports in Salesforce to remove manual tasks and drive efficiencies

Delivered tailored clinical trial (eCOA) software solutions and support on time and fully meeting user and regulatory requirementsProviding Technical Support for clients across the range of clinical trial applications tailored to their needsDay-to-day tasks involve working across multiple projects to deliver eCOA software, post-processor data updates, device installations, device investigations and providing updated reports to teams across the business.

Front-end Developer within the Business and Platinum Dev Team on the Platinum Manager application and services. The technology stack comprises of Ajax, EmberJS, Node.js LESS, MVC 4, WCF and SQL Server in an Agile setting.Additionally, Technical Support was provided for clients for when problems arose

Product design, developement and testing on web applications across a wide variety of platforms from Asp.Net 2.0 to 4.0. Software development in XSLT, C#, HTML, CSS, JavaScript, and Endeca database queries.

A twelve-month placement was completed with IPL. This included working in a variety of development roles and in a technical support position. In the six months spent in technical support, my responsibilities included creating licenses, solving clients’ problems, responding to emails and providing technical demonstrations.The remainder of my time was spent developing applications and fixing bugs in Java, C, C#, JavaScript, XML, PHP and MS SQL 2005. Whilst working for the Staff Application Development team, my role included converting pages from ASP1.0 to ASP2.0 in C#. I would also fix bugs in the software when users reported them. I completed the graduate induction course as a placement student, which involved writing formal test scripts.