James Stevens Email & Phone Number

Congleton, England, United Kingdom

I am currently employed at Prism as part of the SME+ technical service desk. My responsibilities include but are not limited to: • Identify solutions to software and hardware issues• Troubleshooting of all technical issues ranging from password reset to site down issues• Working within strict SLAs to ensure a swift and efficient service• Assist our clients through a series of actions, either via phone or email• Refer to internal database or external resources to provide accurate tech solutions• Ensure all issues are correctly logged through the Autotask system• Prioritize and manage several open issues at one time• Document technical knowledge in the form of notes, manuals and knowledge base articles• Maintain good working relationships with our clients

Manchester, England, United Kingdom

I was employed at Dentsu as a technical support specialist and team senior. My role as the team senior encapsulated the below.• Management of Joiners, Movers, and Leaver’s process within Dentsu• Ticket management and allocation for my team• Point of contact for all teams when management are not available• Handle all L1 team escalations, either allocating them or seeing them through to resolution• Look after the team management duties daily• Run all reports on the teams’ stats and figures• Hold daily meetings with the team regarding performance and daily targets• Assist with interviews for new members of the technical team• Ensuring correct staffing levels are achieved through the team by managing the teams shift rotation.• I have implemented team trackers for managing the team’s objectivesMy day-to-day activities as a technical support specialist included but were not limited to:• Research and identify solutions to software and hardware issues• Diagnose and troubleshoot technical issues, including account setup, network configuration and application management• Ask customers targeted questions to quickly understand the root of the problem• Track computer system issues through to resolution, within agreed time limits• Provide prompt and accurate feedback to customers• Ensure all issues are properly logged• Prioritize and manage several open issues at one time

Manchester, United Kingdom

Responsibilities • Research and identify solutions to software and hardware issues• Diagnose and troubleshoot technical issues, including account setup, network configuration and application management• Ask customers targeted questions to quickly understand the root of the problem• Track computer system issues through to resolution, within agreed time limits• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue• Properly escalate unresolved issues to appropriate internal teams• Provide prompt and accurate feedback to customers• Refer to internal database or external resources to provide accurate tech solutions• Ensure all issues are properly logged• Prioritize and manage several open issues at one time• Follow up with clients to ensure their IT systems are fully functional after troubleshooting• Document technical knowledge in the form of notes, manuals and knowledge base articles• Maintain relationships with clients, customers and other support teams• Management of Knowledge Articles for both Technical and Supported Users• Management of Joiners, Movers and Leavers process within DANNOC Duties will include:• Monitor the performance and capacity of computer systems using a variety of tools. Look for hardware, software, and environmental alerts or malfunctions. When an issue is identified, work to determine the cause of the problem• When a problem impacts the IT services, work to triage or troubleshoot the problem, within standard operating procedures. This may include coordinating with third-party vendors, customer contacts, or other IT teams.

Crewe, United Kingdom

I was employed at Atos, working on the IT Service Desk for the Ministry of Justice contract as a 2nd line IT agent. My responsibilities included, but were not limited to, • provide technical assistance to customers on the use of all PCs – encompassing desktop and server, hardware, and software in accordance with service level requirements. • Ensure that all customer enquiries are effectively logged onto established recording systems and that these systems are effectively maintained. • Provide installation of hardware, software and applications or upgrades on customers’ systems. • Provide advice and guidance to customers on the effective use of desktop systems and their associated software, networks, and peripherals. • Ensure effective escalation and hand-over of customer enquiries/problems to the correct referral group and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner. • Carry out extensive technical investigation. • Provide timely and accurate information to the scheduling teams including work progress and service levels.• Provide incident, problem, and escalation management for the field services domain.

Stoke-On-Trent, United Kingdom

bet365 (full time) - February 2012 – June 2013During my time at bet365 I was working within the contact centre department, my job role consisted of taking bets for customers over the telephone, opening customer accounts and deal with all queries they may have. I always tried to develop my knowledge of the business by giving myself extra personal development plans each month. Whilst working at bet365 I excelled with all of my PDPs, passed all with top marks. This shows I can work to an agreed deadline. I also created multiple briefs for my group; these were always created to a very high standard and received very good feedback from my supervisors and managers. I also coached new employees that came into my team, creating their own development plans for them and providing all necessary training and feedback when required. I always received very positive feedback from my supervisors regarding my coaching. To help boost morale within my department I ran various competitions ranging from short daily quizzes to season long competitions on sporting events. And also I arranged days out to Go Karting etc.

Crewe, United Kingdom

Mobilise Telecoms LTD (Full Time) – August 2011 – February 2012I was employed at Mobilise Telecoms as a lead generator. While in this role I was cold calling businesses to fact find about their companies mobile telephone accounts.After working there for six weeks I was progressing well within the company and therefore I was moved over to the sales team. My time in this role was spent mostly still cold calling but I was endeavouring to see the call through from initial contact to the customer to the customer signing a new contract with us. While I worked at Mobilise I learnt many new skills, especially how to talk to a wide variety of customers via E-Mail and telephone calls. I dealt with companies ranging from sole traders to large corporate businesses. This helped me develop a confident and professional phone manner.

Tarporley

Macdonald Portal Hotel Golf and Spa (full time) – January 2010 – August 2011I was employed as a full time bar assistant. My main responsibilities include working directly with all hotel guests as I work as part of the main bar, restaurant, room service and conferencing teams. My main role however was as the head barman for the main hotel lounge bar. I regularly worked very unsociable and long hours making up in excess of 80/90 hours per week. During my time at Portal Hotel I provided a 4 star service single handidly to a full hotel of 180+ guests. Other responsibilities included opening and closing the bars, stock takes and cashing all the tills at the end of the evening.