• Providing 1st line technical support for a managed service provider.• Incident response management, handling and escalation.o Taking accurate and detailed documented evidence.o Return from Incident/Return from Outage (RFI/RFO) Reports.o Liaising with a variety of technical teams and organising/managing group calls to efficiently resolve problems adhering to company SLAs.• Diagnosing, investigating, and troubleshooting networking and IT systems at a 1st line level. • DCIM systems: Modius, Nlyte Energy Optimisation (NEO).• Ticketing systems: NetSuite, ServiceNow (SNOW). • Network monitoring tools: IP Address Management Systems (IPAM) , Kentik, PTRG, mRemoteNG, PuTTY.• Microsoft 365 Suite, PowerBI, Slack, Teams, Zoom, TalkDesk.• Juniper devices and diagnostics within the Junos OS primarily focusing on routing, switching, and security devices.• Security vetting processes and procedures within accordance to company and government laws and guidelines. Including compliance with GDPR and other Data Protection Policies and Guidelines.

• Use of Adobe Suite, Lightburn, InkScape, Microsoft 365, Google Suite, and scheduling software.• Create and manage company website including purchasing and maintaining web domain names and hosting. • Utilise FTP to manage website files, make live updates, and optimise images for web. As well as updating the website for Search Engine Optimisation (SEO).• Use of Microsoft Access to create and update a database for business accounting purposes. • Liaising with customers and wholesale clients, handling customer service enquires and manage complaints.• Lone working and self-management, optimising workload, ensuring effective business operations.

• Management of system and users of Windows Server 2011.• Network maintenance and on-call Technical Support out of hours, ticket logging, management, escalation, and resolution.• Liaising with professional organisations regarding licensing and plating of vehicles adhering to laws and industry regulations.• Maintenance of AutoCab Ghost dispatch software, server and end clients, Ghost client users and their permissions.• Integration of terminals and packaging from server images.• Liaising with various external support teams to diagnose and resolve issues.• Experience using and managing VoIP systems.• Some experience with Cisco devices.• Assisted in the migration of call centre and systems from UK to Pakistan.• Creating and managing databases for various departments within the company.• Use of HTML and CSS to migrate websites and provide modifications.

ResponsibilitiesPlan and map areas and routes to maximise use of time effectively.Responsible for design of all company branding and building client base.Design team leaderDesign and launch marketing campaigns via social media.Obtain clients to maximise business growth and profit.Manage and deliver leaflet campaigns.Face to face customer promotions.Cold calling clients to maximise company sales.Manage teams of up to 8 people (depending on location) ensuring effective use of individuals skill sets.Maintaining staff morale throughout shifts.Responsible for staff training.Use of design software Photoshop, Bridge, Lightroom, InDesign, 3DS Max, WordPress, Dreamweaver.Knowledge of HTML4, HTML5, CSS3.Manage and run marketing campaigns in conjunction with external companies.Build and develop relationships with clients and companies to effectively run a successful marketing campaign.AccomplishmentsGained long term business deals for the company.Developed and built a team of 6 reviewing their performance and assisting with growth and development.

Stock is place out at maximum potential by the team.Stock manual ordering is done to maximize sales and minimize back logged stock.Correct pricing and Point of Sale talkers are clearly placed and in accordance to trading standards.Effective stock rotation is happing to minimize stock loss.That any potential back logged stock is worked to manage warehousing overcrowding.Half day stock rumbling has been completed by all team members.Set up the store Ready to Trade managing the manual till counts and the process of C.A.R.T (Count, Appearance, Refunds/Returns, Till Sales).Use the correct procedures to manage safely and securely, change runs from the safe to the floor.Manual till lifts, safe/float counts, till building and discrepancy checks to relate to both customer and E.O.D (End of Day) procedure.Processing banking from E.O.D to store collection and verification.Application of Health and Safety guidelines within a workplace environment.Assisting the Store Manager in running the store (Sometimes this can lead to myself individually running the store from opening to close down on my own).Staff Training in all aspects of correct selling, age restriction, cash handling, up selling and various other tasks.Managing recycling, pallet distribution and correct reporting procedures when dealing with discrepancies, theft, damage (malicious/Accidental) and risk assessments.Dealing with customer enquiries, complains and orders.

Qualified First AiderKey holderStock Team LeaderFHSO AssistantContractor ManagementFacilities ManagementWaste ManagementReach System ManagementCCTV Management / Criminal RelationsEmergency TeamCash Handling ManagementFollow Up on SLA Exceeded JobsRepair of EPOS SystemsUsing Initiative to Manage Stock LevelsFire Control Panel ManagementTrading Safely and Legally with Food, Beers-Wines-Spirits, PharmaceuticalAge Restricted and Manual Handling Trained

• Maintaining and Repairing Server and Desktop Based Systems.• Both hardware and software installation and upgrades.• Maintaining the Integrity of the Cache Pilot.• Student Based Services - RM Learning software used to understand comprehensive difficulties within learning groups.• Packaging-Testing- implementing new software packages into current network.• Experience working on Cisco devices.• Maintain compliance with government standards, regulations and laws.