Iain P. Email & Phone Number

Whitley Bay, Gb

United Kingdom

United Kingdom

As a technical support engineer I provide the first point of contact for users facing issues with deals and campaigns. The main focus of my role is on AdServer markets that use Real-Time Bidding but it can also to be to help with preferred deals for non-AdServer markets.Responsibilities include:GatekeepingAssigning Access via Auth0Checking logs via DataDog and GrafanaQuerying data via AWS Athena, DynamoDB, MySQL.Collating and comparing data using Excel for troubleshooting or uploads.Setting up FakeBidders via Postman.Dealing with tickets via ZenDesk.Onboarding new starters on how to use ZenDesk to submit tickets to the right teams and sharing with them our support workflow.

Newcastle Upon Tyne, England, United Kingdom

Newcastle Upon Tyne, England, United Kingdom

I started out at Act working on the French and English technical support team. I left this job to go to Japan for one year on a working holiday visa (see below) and when I came back, I returned to Act! as a technical support advisor in English. Since coming back to this job, I have also been promoted to tier 2.In this job I provide support for the CRM software Act! in on-premise and cloud environments (cloud has both Multi-tenant and Single-tenant application servers). I have to quickly understand the situation and prepare a plan of action to troubleshoot each problem as quickly and efficiently as possible, while remaining calm and talking the customer through each process. Other jobs and responsibilities are:• Resolving diverse range of technical issues across multiple systems and applications for customers andend-users around the world via phone, chat and email channels.• Explain technical information in clear terms to non-technical users to promote better understanding onthe phone, via live chat and by email.• Aim to address customer issues within target timescales and escalate cases to Tier 3 teams when outof scope of front-line technical support.• Software upgrades for Act! and SQL.• Defect logging, approving defects submitted by other agents and finding work arounds if possible.• Tracking KPIs and setting goals for myself.• Logging customer feedback via feedback channels or escalating feature requests.• Working through case reports and adding missing and/or mismatching product data or call drivers.Core skills Troubleshooting/problem solvingHitting targets in line with SLAsLogical and creative thinkerCall managementCustomer onboardingEscalations and defect loggingExcellent listening and questioning skillsSoftware:Act!, Salesforce, InforWebex, Zoom, SlackSQLIISOffice Suite

Newcastle Upon Tyne, United Kingdom

See above.

Paris Area, France

Holborn

- Opening the bar - Taking deliveries- Welcoming and training all new staff - Reserve control- Leading the team at all times - Taking customer reservations

- Helping prepare new rooms: computers, mixing desks, instruments.- Setting up equipment to record: Microphones, hardware, instruments, amplifiers, headphones.- Assisting the engineer during recording sessions. - Working on reception: taking calls, arranging meetings (or call backs) and welcoming clientele.- Looking after the needs of A-list clientele.

Whitley Bay

- Putting equipment in place: Microphones, instruments, hardware, amplifiers and headphones.- Managing the clients: Making sure everything ran on time, taking control of each recording session- Recording and mixing- Repairing and maintaining studio software and hardware.

Being self employed I worked with different clients on a range of projects. The main live companies I worked with include NELive, Elysium Productions and NEMix. As a live engineer, I would set up and take down equipment, ensure all areas are safe for performers and fans, communicate with performers before each show to ensure the smooth running of all events, do sound checks, maintain a well-balanced mix throughout and source and resolve any problems as quickly as possible.As a producer and sound engineer I worked with clients in pre-production, arranging meetings, attending practices and giving advice to ensure studio sessions ran as smoothly as possible. In the studio, I would ensure the client is comfortable, feeling confident and get them beverages to gain their full potential. I also manned the desk, working on various types, including: 02R96VCMPro Tools Control 24Digidesign D-CommandDigidesign Command-8

Ba(Hons), Music Production (Top-Up), 2:1

Activities and Societies: Music for Film and T.V, Electroacoustic Composition, Advanced Audio Recording, Interactive AudioRecording: 2:1 I.

Fda, Music Production

Activities and Societies: Whilst at Newcastle College I did some work experience helping the Abbey Road Live Here Now team at a Faithless.