James Devon Email and Phone Number

This job role entailed;- Performing physical hardware and software checks in addition to fault finding/diagnosis on the RMA devices returned from various business units (Delivery stations, Fulfillment centres, 3PL sites) (Covering Android, Linux and Windows based devices)- RMA device types include; Zebra handheld (TC series) and finger scanners (RS5 series), a range of direct thermal printers (ZD, ZQ, QLN, ZT series) HP laptops (G6 on-wards series) and Thinclients (T630 on-wards series) Symbol wired and bluetooth scanners predominantly - Tracking RMA fault codes/reasons and escalating malicious damage to leadership- Performing Blancco secure wipe on all RMA outbound devices to external vendors, covering Android, Linux and Windows based devices- Tracking the shipment and return of repaired RMA devices from external vendors, liaising with them when delays occur- Regular audits of inventory; pending triage, in triage and completed triage/pending provision, to ensure the pick and pack departments have sufficient stock of all device types at all timesRaising online RMA returns to vendors such as;- Zebra - for devices such as handheld scanners, finger scanners and various types of industrial printers- HP - for laptops- Juniper - for switches and firewalls

This role was my most diverse yet; as it involved the development of a brand new skill set.My main job role and responsibilities were to;- Locate and receive the appropriate inventory against a pre-defined check list- Build both small and large infrastructure racks, to a pre-defined policy/standard- Apply the appropriate configuration to the newly built stacks via "seed of life" and a Linux based platform, to prepare it ready for shipping and installation by engineers at the required site- Troubleshoot any issues during the build and/or configuration process- Escalate any configuration/system issues with the engineer, that were unable to be resolved by technicians- Maintain an accurate inventory of stock, against the quantity of planned deployments for the year ahead- Physically prepare the cabinets (stacks) and all related accessories for shipping, along with the booking and procurement of the appropriately sized vehicle, typically an 18 or 26T lorry- Liaise with the receiving site, to ensure allocated slot is available for delivery, ensuring that all key stakeholders are kept informed of progress- Off site audits of stock- The RMA of faulty equipment once on site and deployed , such as Juniper switches, firewalls, UPS', PDU's, SFP modules, SSD's, cables, wi-fi/LTE cards, in line with the business' agreed RMA and SLA procedures

I was invited to support the start up of a new team, specifically handling customer requests and the associated tickets, across the EU, this 6 month role involved;• Validating customer tickets and requests, against the relevant business and inventory type• Project related and large scale deployments - such as peak deployments for multiple regions within the EU (and including the UK)• Co-ordinating new hire requests and driving policy and process standardization across the EU (France, Germany, Italy, Spain and the UK)• Working with HR, L&D and multiple Rapid Asset Deployment teams around the EU, to ensure a continuous service and inventory management• Escalating inventory and process issues and potential resolutions to the relevant departments and Managers• Creation and publication of customer facing policies and process related documents, for internal training by region• Data entry into various trackers and Share point documents• Collection and verification of EU wide new hire data from multiple Amazon departments, to support EU Managers and Finance teams, ensuring requests align against the relevant CAR's and business units

In May 2016, I was asked to lead the UK wide IT equipment configuration and deployment process, (RAD21-OB - Rapid Asset Deployment On-Boarding UK) as Amazon moved to a more frugal, centralized hub for new hire equipment deployments. This role has remained challenging, due to the volume of requests received, although since starting the project in May 2016, the entire process has now been structured and fully documented, so that it is flexible and able to adapt to the businesses' needs.My role includes but is not limited to:• The procurement of new hire equipment, such as; Laptops, phones, bag's, Zukey's and SIM cards, against CAR's and using purchase orders for non capex items.• The configuration, imaging and deployment of new hire equipment, as listed above, in line with company policy and the new hires job role• Data collection and analysis, to calculate peaks and troughs of new hire intake during the year to ensure equipment levels are maintained • Regular inventory audits performed, using internal inventory systems, escalating any discrepancies• The repair and replacement of RMA laptops when in and out of warranty• The procurement of replacement parts from various third party suppliers• Project and large scale deployments - such as peak ramp up's and site launches undertaken• Working with HR, L&D and OpsTechIT teams around the UK and at times abroad with EU related new hire projects• Recording of all asset deployments and stock management• Creation and publication of customer facing policies and process related documents, for internal training• Data entry into various trackers and Sharepoint documents, tracking new hire and RMA activity• Collection and verification of EU wide new hire data from all Amazon departments, to support the RAD21 Manager and EU Finance team, with CAR creation and budgeting for all 2019 deployments• Dealing with international third parties such as Vodafone, HP, UPS, Hemmersbach, Bechtle.

This job role entailed proactive and reactive maintenance of all IT equipment, within the Rugeley fulfillment centre, also including support of various delivery stations around the West Midlands and North West.My main duties whilst in this role included:• Work on and maintain the local IT ticket queue, escalating tickets when requiring additional support or approval• Supporting local IT Engineers and Project Managers with projects and site launches when required• Providing support to various Prime Now, Vendorflex and Delivery Stations, within range of the Rugeley fulfillment centre when required, including the supervision of third party contractors such as; BT, CBRE and Bedford Electrical • Perform regular inventory audits, covering all IT equipment• Prepare equipment and on-board new hires at my local fulfillment centre in Rugeley and at a nearby delivery station in Wednesbury, on a weekly basisWhilst working out of the Rugeley fulfillment centre, I was involved in several site launches including but not limited to:• Prime Now sites in the North West and West Midlands (3)• Delivery Stations in the North West (2)Also including;• Vendorflex (3PL) site re-locations (2)• Delivery Station re-location (1)

This job role entailed proactive and reactive maintenance of all IT equipment, within delivery stations around the West Midlands, East Midlands, North West and West Yorkshire areas.My main duties whilst in this role included:• Work on and maintain the local IT ticket queue, escalating tickets when requiring additional support or approval• Support up to 8 delivery stations across the West Midlands, East Midlands, North West and West Yorkshire areas, with pro-active and reactive maintenance on a range of IT equipment, including the supervision of third party contractors such as BT and CBRE• Present the IT on-boarding slide show, to induct all new hires, configuring their laptops and providing after care when required, whilst supporting the HR and L&D teams• Liaise with international third parties • Educate end users • Maintain various types of ZEBRA / thermal and laser jet printers• Maintain laptops, desktops and mobile phone handsets

This job role was engaging, as it involved working with several different departments within the business. (Sales – Online, In Store and Postal), Finance, Dispatch, Customer Service, Warehouse, Site and Facilities Management and came with a wide range of activities, including but not limited to:• Proactive and reactive maintenance of all IT equipment, within the main warehouse/offices in Stoke On Trent, along with various sites in Liverpool City Centre and smaller sites surrounding Stoke On Trent itself. My day to day tasks included:• Regular hardware and software checks on 75 active Laptops, Desktop and All-In-One PC's• Regular maintenance checks of the printers throughout the business• Ordering supplies i.e. toner, replacement parts for failed machines• Maintenance/upgrading of FedEx label printing services and Zebra label printers (ZP505 series)• Monitoring network traffic• Cabling and patching into cabinets, in line with the business's requirements• Repair of any systems which were out of use or failing• Maintenance of biometric time clock machines, extracting logs for HR • Liaising with third parties for support of outsourced equipment - i.e. FedEx, Safescan, Zebra• Responding to tickets in the support queue Whilst holding this position I was involved in some project work such as:• Wireless survey for a new auction warehouse• Wireless installation at a new auction warehouse• EPOS installation and troubleshooting• Setting up Outlook email through 1&1 webmail client for the customer services department, with networked printer and file share• Automatic backup solution for all PC's in the main office• Setup and maintenance/upgrading of FedEx label printing services and Zebra label printers (ZP505 series)• Installation of time clock machine (Biometric finger print scanner for time attendance)• CCTV installation and configuration in two of the Stoke on Trent retail outlets• IT asset audit

My main duties in this job role were; • IT product testing and repair - To test computer products and components as in my initial job role with this company, but on a part-time basis, to allow more focus on data erasure and IT Support duties.• Data Technician - To operate and ensure Blancco data erasure was performed on all outbound products prepared for sale, to DOA 5220.22M standards.• IT Technician - To provide support to internal staff and resolve a range of IT issues, on an ad-hoc basis.

When I first joined Davenport Auctions, my responsibilities were:• Test IT products and equipment down to component level (Desktop/Laptop/Netbook/Tablets, General IT components and peripherals)• Work on Microsoft / Apple / Android / Linux platforms• Maintain an excellent level of efficiency and organization within the IT department• Liaise with management regarding the performance of the IT department• Train new members of staff in the IT department • Deal with customer queries via telephone, e-mail and ticket support systems• Support the customer services department with technical information when required

Whilst at HCS I held various positions within the company and gained experience in the following areas: • Customer service – front desk, telephone, e-mail and remote support• On-site support for domestic and business users • Building of new and custom PC systems• Upgrading Desktop, Laptop and All-In-One systems • Hardware diagnosis and repair across all forms of IT equipment:• All In One PC's• Laptop's• Desktop's• Netbook's• Tablets• Epson printer maintenance and repair• Software diagnosis / installation / configuration• Maintaining in-house testing machines and payment terminals• Maintaining in-house customer databases• Sales and after sales support

Panther Computers gave me my first real experience of working in I.T, where I was able to learn the basics of how to build a computer and the process of fault-finding. This experience confirmed my desire to build a successful career in the I.T industry.I developed the following skills when holding this position, whilst attending college.• PC build • Virus removal• Fault-finding• Customer service • O/S installation