John James Greene Email & Phone Number

Watford, England, United Kingdom

Hatfield, Hertfordshire, United Kingdom

Spearheaded troubleshooting, diagnostics, and repairs across PCs, laptops, servers, tablets, and UPS systems for large clients.Managed logistics and collaborated with end users and engineers to resolve incidents, significantly enhancing system reliability and user satisfaction.Utilised ITSM best practices for quality incident management within SLAs, effectively employing BMC Remedy and ServiceNow.Developed and maintained comprehensive documentation, including hardware knowledge bases, issue reports, training materials, and process guides, to improve problem assessment, streamline resolutions, and support business operations.Provided strategic insights in daily meetings, sharing updates, identifying issues, raising concerns, and delivering effective solutions.Delivered training and mentoring to colleagues in the UK and South Africa, promoting best practices in technical troubleshooting, documentation, and customer engagement.Top Achievements:Achieved a 70% reduction in resolution times for a public sector client by revamping incident handling, integrating automation, and developing a streamlined process plan.Uncovered a critical flaw causing SLA failures. Created a report highlighting the issue and root cause. Management adopted my solution, increasing client satisfaction and service delivery efficiency.Developed an incident tracking system that corrected logging discrepancies across 80+ cases, enhancing data accuracy and client relations.Led the development and implementation of a hybrid work model, synthesising team feedback and advocating for solutions, resulting in swift adoption.Discovered part number errors from a vendor, affecting 30+ models. Created an accurate parts document for my team, improving resolution rates and times.

St Albans, United Kingdom

Received and allocated fault reports to engineers, considering their skills, location, and maintenance contracts.Monitored fault progression and escalated issues when necessary to ensure timely resolution.Communicated with clients in a professional manner, providing excellent customer service and ensuring clear information exchange.Managed and analysed large amounts of data to generate regular reports for distribution.

Welwyn Garden City, Hertfordshire, United Kingdom

Effectively led a project with a team of six individuals at Tesco PLC headquarters, overseeing the redesign of approximately 250 conference rooms while also managing the maintenance of more than 100 commercial printers. Also undertook a side project to enrol Casper Suite for Mac across users based in Welwyn Garden City and London. Successfully directed a team of three and completed the first stage of the project four weeks ahead of schedule.Conducted thorough equipment inspections and testing of IP phones, video conference screens, tablets, room booking panels, televisions, speakers and cabling.Efficiently procured, replaced and repaired equipment and cabling as necessary and also ensuring optimal performance of commercial printers by troubleshooting error codes, replacing toners, and testing scanning and email facilities.Accurately logged and updated spreadsheets to track each stage of the project, while maintaining open communication with the project coordinator.

Birmingham, West Midlands, United Kingdom

Provided 1st and 2nd line IT support for the company's headquarters, ensuring timely resolution of technical issues and excellent customer service for end-users.Managed and completed projects such as upgrading all users from Microsoft Office 2013 to 2016 and transitioning from Intercall Webex to BlueJeans, showcasing exceptional project management skills and the ability to effectively communicate changes and technical information to end-users.Set up and managed a wide range of IT equipment, including IP telephony, video conferencing systems, printers, and servers, demonstrating extensive technical expertise and hands-on experience with various software and tools, including MS Office 2013 & 2016, Office 365, Adobe Creative Suite, Cisco Unity, Dell Kace, Powershell, Android & iOS, Mimecast, Backup Exec, and Server Manager.Created and managed domain accounts in Active Directory, providing secure and organized user access to network resources.Configured VPN services, ensuring secure remote access for end-users while maintaining network security.Provided user training and ensured timely completion and prioritization of SLAs, consistently delivering exceptional customer service and support.

Hertford, Hertfordshire, United Kingdom

Greeting customers, answering questions, offering recommendations and recipe ideas, and performing requested cuts or fillets.Maintained a clean and sanitized work environment, including knives, cutting boards, scales, dishes, and weekly deep-cleaning of work areas and equipment.Prepared, weighed, wrapped, packed, and labelled different meats and fish, while creating attractive displays to showcase the products.Monitored inventory and stocking levels using an RSS handset, taking into account open-by and use-by dates, and reducing short-life products.Promoted product lines and ensured adequate stock and necessary equipment, such as stickers, price labels, and packing materials, were available.Oversaw daily tasks and documentation, ensuring the team was on target throughout the day and completing all assigned tasks.Provided customers with confidence in their purchases and left them with a positive impression.

Welwyn Garden City, Hertfordshire, United Kingdom

Temporary Sales Assistant during the Christmas period.Provided customer service by greeting customers, answering their questions, and providing recommendations.Promoted various games, hardware, and accessories to customers to meet sales targets and sell pre-orders.Inspected and tested used software and hardware, accepted cash and card payments, and stored customer details with attention to detail and accuracy.Maintained a clean and organized store environment by cleaning display cases, shelves, and aisles.

Hatfield

Produced custom-sized prints based on customer specificationsDeveloped prints using film negatives, cropping and framing as neededScanned and edited customer images for quality and specific requests, including colour correctionMaintained and operated industrial printer, including chemical management, cleaning, and shutdown proceduresAssisted customers in selecting the best camera or other product based on their needs and preferences, explained differences between products, and persuaded purchasesPrinted and cut posters to size according to customer requirementsProcessed payments by cash and card, balanced the till at the end of the day, and ensured timely delivery of cash.

Tewin, Hertfordshire, United Kingdom

Took beverage and food orders from customers.Cleared away and cleaned tables.Asked for and checked identification to verify age.Socialized with customers at the bar.Anticipated drinks orders and provided attentive service.Stocked the bar with bottles and cans.Sliced fruit and garnished glasses.Served meals to tables.Processed cash and card payments.

Bachelor’S Degree, Information Technology (Entertainment Systems), 2:1

Designed and built an entertainment systems website for my final year project to aid users in discovering new musical artists by searching.

Foundation Degree, Information Technology For The Internet, 2:1

High School, A Levels - Information Technology & Business Studies, C