Joe Fisher Email & Phone Number

London, England, United Kingdom

- Single point of contact for and Manager of end-user Support operations, covering an audience of over 100k.- Successful direction of new employee onboarding, guiding new hires in mission-critical collaborative team processes.- Facilitated employee growth by implementing collaborative action plans, derived from leading retrospective sessions, used to determine necessary improvements to process execution experience.- Creation, execution, and coordination of contingency plans with internal stakeholders to ensure service uptime.- Responsible for the management and continuous review of cross-functional team workflows.

London, England, United Kingdom

- End-to-end owner of Support operations, serving a community of 100k+ ethical hackers, reducing daily ticket count by 95%+, single-handedly reducing response time by 80%, and "setting the standard" for executing Support operations.- Leading collaborative projects: increasing B2C technical solution efficiency and developing & executing workflow strategies, increasing the efficiency with which teams work and removing blockers/obstacles.- Reporting on service statistics, such as Service Level Agreements and Key Performance Indicators.- Led Data Subject Request compliance, increasing the efficiency and speed with which data subject requests are processed and fulfilled, under GDPR, and administered technical management of end-user accounts.- Owning internal documentation practices: creating & maintaining internal Standard Operating Procedures (SOPs) and public-facing knowledge-base documentation, single-handedly re-engineering & streamlining internal SharePoint sites.

Preston, England, United Kingdom

- Providing first-class technical support services on a freelance basis to globally distributed clients.- Providing hardware and software consultancy, and full technical project management from start to finish, ensuring the best solution is implemented to meet the client’s requirements.- Conducting new-user onboarding and full walkthroughs of newly implemented technology, where appropriate, as part of the consultancy service.- Software and hardware diagnostics and upgrades, including but not limited to RAM upgrades, HDD to SSD and GPU & CPU installations, and full rebuilds where necessary.- Extensively troubleshooting all technical problems and implementing and executing disaster recovery solutions, such as data backups and recovery, full system recovery, and reinstalls where appropriate.

Preston, England, United Kingdom

Began supporting FirstBlood's subsidiary, Mana Interactive Inc, in January 2023 covering user product support whilst continuing to support FirstBlood's users and community. Worked with Mana's at-the-time Publishing and Partnerships Manager to request game titles from their publishing partners, approved through the Genba Digital Portal, to offer to Mana's community in exchange for Mana Points, as a reward for completing quests. Additionally, duties also included answering user queries in a timely and approachable manner, liaising with internal staff regarding Mana's product(s), and supporting their community via their 5,000-member-strong Discord server and other channels as appropriate.

Preston, England, United Kingdom

Obtained my first job in the esports industry with FirstBlood Technologies as a Customer Support Representative in March 2021. My duties within this role include but are not limited to supporting FirstBlood users via the ZenDesk ticketing system and online platforms such as Discord, including the moderation of FirstBlood's 28,000-member-strong Discord server, liaisoning with my other FirstBlood colleagues, including with the VP of Operations (now COO), globally via extensive use Google Workspace and Slack software packages, distributing any prizes won to the winning user(s), assisting colleagues with the operation of FirstBlood tournaments as and when required, reporting to the Customer Support Lead with any queries or issues I faced that I needed assistance with.

Preston, England, United Kingdom

Joined the Ground Safety Team of my local football club, Preston North End, in February 2017. Duties in this role up to 2020 included ensuring supporter safety at all times, particularly during supporter ingress and egress from the stadium, dealing with any issues or queries that customers may have, ensuring that my designated block of access points was kept in check at all times and up to the required safety standard, being familiar with any and all protocol that is put in place if there is an incident at any point. From 2020 onwards, I managed a small team of 2-5 staff members, when needed, external to the stadium ensuring perimeter access was secure and that only event VIPs gained access.

Preston, England, United Kingdom

Duties in this role, in addition to those as Technology Advisor, included but were not limited to extensive use of Microsoft Office 365 and Google Drive document processing software to create newsletters for staff, event planning, briefing and protocol documents. I also held responsibility for managing the entirety of the company's online administration system. I also liaised with potential clients as and when needed.

First joined JA Response as Technology Advisor, with my duties in this role including but not limited to regularly collaborating with JA Response's Management Team, and making informed technology and software recommendations to the company, to enable them to advance using such to achieve a competitive advantage in the security sector. Also ensured seamless integration and compatibility of all new technology/software within the company. Technical support was also provisioned when requested.

Preston, England, United Kingdom

Launched my own graphic design brand, JFishh Designs, in August 2020. I received several orders from clients for social media graphics ranging from Twitch rebrands to YouTube banners and channel logos to name only a few. Every fulfilled order received no less than 100% positive feedback from clients, with many saying they "highly recommend" my services and that I'm "very professional" to deal with. I eventually ceased offering my graphic design services in July 2021 to put full focus on my part-time position with FirstBlood, as well as allow myself time to prepare for my second-year university studies. More about JFishh Designs can be viewed via bit.ly/JFisherOnline.

Worked with the at-the-time new esports team HerculeSport on a range of graphic design projects such as complete rebrands for the team's Twitter, Facebook and LinkedIn, including graphics for the team's players on Twitter, Facebook, YouTube and Twitch. Social media advertisement graphics were also provisioned, two examples of such being partnership advertisement graphics that went out on LinkedIn, Facebook, and Twitter. Received 100% positive feedback and reviews received from the client saying I was a "very good designer" during my role.

Bachelor Of Science Honours - Bsc (Hons), Computing, First-Class Honours

Btec I.T Level 3 - Extended Diploma, Information Technology, Triple Distinction Star (D*/D*/D*)