Kelsey Heynes Email & Phone Number

Farnborough, England, United Kingdom

Farnborough, England, United Kingdom

Basingstoke, England, United Kingdom

I was a Supervisor for the Howdens Service Desk, which is a team of 19 people. In addition to my past duties, they included but were not limited to;• Managing staff recruitment, supervision, scheduling, development, evaluation, and performance• Continuous training of staff• Escalation management • Monthly 1-1s with staff • Creating and maintaining documentation on new processes and continual improvement• Creating and maintaining reports for Daily, Weekly and Monthly stats for management• Ensuring SLAs are being met• Ensuring daily and overall questions are answered and managed• Consulting with other teams within Howdens regarding service improvement• Ensuring the continued best use of processes and keeping them up to date• Raising and managing problems with the Problem Management team• Testing new and in development processes and software• Continuous improvement to my own skills and management practices

Basingstoke, England, United Kingdom

During my day to day and overall role as a Service Desk Analyst, I perform the below duties:• Answering phone calls, emails and self-service portal tickets from the Trade, Supply, Corporate and Trade Account Customer phone lines• We support users across multiple Offices, Depots, Manufacturing Sites and Remote working including working from home • Monitoring Incidents, Service Requests and Problems via our CRM system• Responding and acting upon emails that came into the shared mailbox• Consulting with other 3rd party companies such as HP, Canon, Kalamazoo and Redcentric• Escalating and working with Duty SDMs to report Major Incidents and outages company wide• Adhering to the ITIL frameworkA selection of supported / used products and software include:• Office 365 (Including Teams and OWA)• Support and Administration of Telephony systems• Microsoft Exchange (On-Prem and Online)• Windows environments • Active Directory• Azure AD• MS365 Admin Portal• Cisco AnyConnect VPN, MFA through Microsoft Authenticator and InTune • Unity / WebEx• Multiple SAP Systems• K8 EPOS• MS PowerApps• Internal Bespoke Software• Fusion 2020 with a Bespoke front-end software• LANDesk / Ivanti Management• Cherwell Ticket Management System• Remote printer supportDuring this time, I have accumulated over 800 hours of overtime. This is a combination of Saturday work and working late to ensure that our service and support is running smoothly for all users.

Basingstoke, England, United Kingdom

This role included customer service and organisation as well as technical aspects. Sensus are a utility company responsible for the Smart Metering role out across the north of England and Scotland. • Reporting system setup using SQL, confluence, excel and various other software• ITIL Foundation, Querying Microsoft SQL Server, Linux Introduction courses• Dedicated customer ticket management with experience across all projects • Daily, weekly and monthly admin tasks including internal and external reports• Customer Service and ticket management via phone and email• Writing and maintaining internal and external reports • Proof-reader of internal documents, emails and communications • On-going training sessions on the Water Industry and the hardware that supports it• Creating and continual update of internal spreadsheets • Arranging, heading and attending meetings• Processes writing and management • Continual Service Improvement• SMET 1&2 roll out• Metering knowledge • Organising deliveries• BS7858:2012

Hook, Hampshire

• Sage 200 – extensive support given; several training courses included.• CRM – used in house, companywide for ticketing and general information sharing. Light support provided from on-the-job training to customers.• SQL – extensive support given, training courses and on the job training.• Excel and other office products – support given on best endeavours basis.• Licensing – through different companies for a range of software.• Add-on software – we used and supported many add-ons from several different companies, support was required whether first line or full ticket closure.

Winchfield, England, United Kingdom

This role helped me to acquire knowledge of telephony and internet related products. I was part of a helpdesk supplying support for Avaya products such as Communication Manager and Internet solutions through Medusa. We provide this to big companies not just in the UK but America too. A short, rounded list of my responsibilities.• Programming the system to the needs to of the client; This would be through the customer phoning into the Helpdesk or emailing to the Helpdesk queue through a shared outlook email address which we all have access to. As our customer base is large and small, I have experience with large and small systems. The simple requests would be name changes, adding extensions, changing passcodes, adding voicemail boxes/changing them. Routing would include cover paths, call forwards, vectors, VDN’s and announcement boards.• Answering the phones to customers; If the request is within my knowledge, I complete the task for the customer either while they are on the phone or for longer tasks, I call them/email them the result of the work. If the request is out of my knowledge, I pass the call on to one of the other engineers and watch what they do, then they explain everything to me and go through what is happening. If the call is not urgent, I complete the work under the supervision and guidance of an engineer.• Experience in; CRM, Communication manager, Medusa, Definity, Voicemail Systems and IP (course).I left this role after a brief time to go to another company. This should not reflect badly on Centrix, I just felt I needed somewhere with more time to train me in the areas I wanted to go.

Basingstoke, England, United Kingdom

In this job my main role was first line technical support for our customers. My responsibilities included;• Looking after the migrations of customers email filtering services (taking all the settings from a service and putting them in as best I could into the new service, for example Mailer Host/ Delivery Designation IP’s).• General upkeep of the office machinery and software. I also fixed problems for the staff.• I provided support on email/web filtering products and was the customer facing support employee. This included small and large problems. I would deal with small issues and pass on bigger issues to my MD. A lot of the time I would try to fix the larger problems before passing them on. This involved contacting the vendor with the problem and having conversation with them about how to fix the issues.• I was also studying a Level 3 Diploma in Profession IT Competence; I am almost finished with this qualification and am looking for a role to boost my IT knowledge.

Basingstoke, England, United Kingdom

I supported the delivery team which consists of the NVQ Assessments. My responsibilities included; • General updating of Key Training’s internal electronic portfolio system, updating candidate’s portfolios and setting up new people.• Scanning, photocopying and printing documents.• Type up notes/documents.• I am responsible for claiming the Apprentice’s final certificate.• Sending things in the post for people.• Make phone calls/sending emails to people internal and external customers.In addition I am also trained to support the IT function of the business with the following:• To provide ongoing support in all the machinery and software we use.• Setting up staff laptops and configuring all relevant software• Setting up printers and drivers• To provide remote telephone support to Key Training employees while on Client sites.• To troubleshoot and give instructions to help to resolve problems with Key Training online portfolio system called Ecordia.