Jack Palmer Email & Phone Number

Chelmsford, England, United Kingdom

𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁- Including all previous responsibilities below in the IT Support role.𝗡𝗲𝘁𝘄𝗼𝗿𝗸𝗶𝗻𝗴 𝗮𝗻𝗱 𝗦𝘆𝘀𝘁𝗲𝗺 𝘀𝗲𝘁𝘂𝗽- Assigning IP Addresses to individual Cameras to allow for remote access.- Configuring Router port forwarding, working with both WAN and LAN interfaces. - Problem solving in situations where working TCP/IP connections cannot be obtained with cameras, often requiring investigation into areas such as: hardware performance, firewalls, ports and using command prompt to run ping network tests.- Troubleshoot technical issues, co-ordinate and implement solutions by use of manuals, other documents and further online research if required.𝗛𝗮𝗿𝗱𝘄𝗮𝗿𝗲 𝘁𝗿𝗼𝘂𝗯𝗹𝗲𝘀𝗵𝗼𝗼𝘁𝗶𝗻𝗴- Physical assembly, disassembly and cleaning of internal parts using correct tools and anti-static mats. Re-wiring set-ups when necessary and inserting internal sim cards if required.- Servicing and restoring multiple types of ANPR (Automatic Numberplate recognition) Cameras, making them ready to be sent to client sites.

Chelmsford, England, United Kingdom

𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁:- Deliver expert technical support to all customers and staff, adeptly resolving intricate issues spanning hardware, software, and network infrastructure.- Providing assistance with on-site engineers to help with the installation and set-up of company tablets and equipment, providing system updates and relevant software upgrades.- Act as a point of escalation for unresolved support matters, collaborating with cross-functional teams or departments as needed to ensure prompt issue resolution and customer satisfaction.- Skilled at explaining technical situations and their impact to those non-technical people.𝗗𝗮𝘁𝗮 𝗮𝗻𝗮𝗹𝘆𝘀𝗶𝘀:- Maintain comprehensive records of support interactions, detailing reported issues, troubleshooting steps taken and resolutions achieved to facilitate future knowledge for sharing and reference.- Monitor and assign SLAs to relevant departments within the company network.- Using ticketing systems to raise and document, track, troubleshoot and resolve time sensitive issues – escalating them to other teams or managers if required.𝗛𝗮𝗿𝗱𝘄𝗮𝗿𝗲 𝗮𝗻𝗱 𝗦𝗼𝗳𝘁𝘄𝗮𝗿𝗲:- Use remote software and diagnostic tools to help aid in troubleshooting.- Set up, service and upgrade in house hardware and software as and when required, provide help for other teams and employees when presented with IT based issues.- Monitor stock by pursuing regular stock takes, placing orders when items are running low.

Saffron Walden, England, United Kingdom

𝗘𝗳𝗳𝗲𝗰𝘁𝗶𝘃𝗲 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻:- Strong verbal and written communication skills to engage with customers professionally and provide clear, concise, and helpful responses to their inquiries and concerns.- Provide outstanding customer service by promptly responding to inquiries, resolving issues and ensuring customer satisfaction.- Proof reading to eliminate errors, maintaining high levels of brand consistency.𝗣𝗿𝗼𝗯𝗹𝗲𝗺-𝗦𝗼𝗹𝘃𝗶𝗻𝗴 𝗮𝗻𝗱 𝗘𝗺𝗽𝗮𝘁𝗵𝘆:- The ability to empathise with customers, understand their needs and frustrations, and efficiently resolve issues by offering practical solutions or escalating complex problems to appropriate channels.- Frequently demonstrating problem solving initiatives, via email and telephone to resolve issues regarding orders, monetary discrepancies, general software errors and human errors, helping to maintain our 5-star Trustpilot status.𝗢𝗿𝗴𝗮𝗻𝗶𝘀𝗮𝘁𝗶𝗼𝗻:- Maintained detailed records of customer interactions and transactions in the CRM system, ensuring accurate and up to date information. - Remaining structured, helping to prioritise work on multiple projects at once, in a high-pressure environment, achieving strong outcomes to strict deadlines.- Taking responsibilities of processing high value refunds, with great attention to detail to maintain a focus on all analytics, making sure all data was correct and accurate.𝗣𝗿𝗼𝗱𝘂𝗰𝘁 𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲:- A solid understanding of the company's products or services, policies, and procedures to assist customers effectively, answer their questions, and provide accurate information, ultimately enhancing their overall experience.- Providing training to colleagues with less expertise in relevant software in order to strengthen our teams capabilities.

Product Design, Bsc 2:1

Education record

Education record