Jonathan Partington Email & Phone Number

London, England, United Kingdom

* Customer advocacy, collaborating across the team ensuring timely resolution to customer support situations* Provide initial response for incoming customer support cases via our chat or ticketing system as needed* Demonstrate excellence in customer case management through resolution under measured SLAs* Update/create documentation for internal product.

• People and team management for direct reports, including coaching and mentoring team leads as well asother individuals of the service operations team
• Support team leaders and team members in the definition and progression of personal objectives
• Lead the technical direction for the teams, ensuring training and development plans are in place, andrelevant certifications are attained where & when necessary
• Work closely with customers to manage expectations and align with expected service levels
• Work closely with SDMs across the region supporting continual service improvement planning, with focus on efficiencies and driving service quality upward
• Work to contribute significantly to a culture of service excellence

North Shields, England, United Kingdom

• Line management duties for Support Services Team, including time off requests, time sheets, training requests, 1-1s
• Day to day office management of Newcastle Service Support Office;
• Worked with Technical Services Leadership to pursue continual service development in line with the Q Associates strategy and Technical Services Roadmap
• Assisted with Support Services Team recruitment
• Helped to develop ITIL-aligned processes to drive efficiency and service excellence
• Provided technical leadership advice where appropriate and required for all customer Service Support issues and requests

• This role was a continuation of my previous role as Support Engineer, with additional responsibilities:
• Line management duties for Support Services Team, including time off requests, time sheets, training requests, 1-1s
• Day to day office management of Newcastle Service Support Office;
• Worked with Technical Services Leadership to pursue continual service development in line with the Q Associates strategy and Technical Services Roadmap
• Assisted with Support Services Team recruitment
• Technical review of proposals and tenders which require Support Services insight

Newcastle Upon Tyne, United Kingdom

• Provided 2nd/3rd line break/fix incident support, event management and root cause analysis by phone, email, remote session & onsite for customer’s contracted NetApp solutions, as part of NetApp's channel partner.
• Helped to develop and deliver value add and managed services to end customers as per contracted requirements (including monitoring, reporting & administration of customer end-point storage systems).
• Worked with AutoTask PSA for ticketing and ITSM
• Assisted with internal business operations (pre/post-sales, marketing & operations) as a technical expert
• Assisted with on-call and out of hours requirements
• Assisted in the fulfilment of partner program training and accreditation requirements and certifications for both NetApp and VMware

Newcastle Upon Tyne, United Kingdom

1st/2nd Line technical troubleshooting as part of NetApp Global Support for medium to enterprise level customers on the following areas in relation to storage management and integration using Netapp product range: Hardware:- FAS and V-Series filers (with Data Ontap 7.x or 7-Mode)- Disk shelves (SAS/FC/ATA)- ATTO bridges- Brocade switches (mainly for Fabric.

Provided network, end-user support and gallery installation support, as well as advised on future strategy to a number of organisations in Manchester and Newcastle.

Manchester, United Kingdom

• Managed the IT and Technical teams in their provision of service covering all aspects of corporate, commercial and exhibition requirements.
• Administrated a large multiple-server Windows domain with 200+ onsite end users (as well as offsite and international users via FTP, VPN/VNC & phone/email support)
• Supported multiple format devices (including Blackberry and Apple products, as well as standard windows-based OS products)
• Provided hardware and software support for those devices, including: - Microsoft Servers (SBS, 2003, 2008) - Microsoft Office (SBS, XP & 2007) - Microsoft Great Plains - Sage Payroll - Financial Director - Crystal.
• Managed all security needs
• Budget management and procurement

• IT and network support and development for Newcastle-Upon-Tyne branch.
• Onsite end-user support issues, handling end-user desktop and server support for standard and propriety bespoke software within their Windows domain network:- Windows 2000 Server - Windows NT 4 - Windows 2000 Pro.
• Hardware and software video/audio encoding/digitisation
• Assisted in hardware and software procurement
• Liaising with hardware and software suppliers on a support basis
• Ensuring site security

Bahons, Media Production

Gcse Through A-Level