Leigh Latham Email and Phone Number

Working at tech-startup uTrack software, day to day expectations are to triage the support tickets both new and backlog to ensure SLA is met as well as working closely with T1 support and developers to define and refine the previously un-documented support process. I meet with clients in person and over video calls on a weekly basis in order to host service reviews to make sure our team are upholding the best quality of customer service and that our contractual obligations are continuously met at a high standard. An important part of my decision to accept the offer at uTrack was the autonomy offered to me in the role, so that I could help shape the newly structured team from my previous support management experience.Whilst working here, I have had the full support of the company to further my knowledge of our PHP backend systems and front-end JS sites for the in-house software. This is appreciated, as working closely with talented developers has encouraged my passion for programming and ultimately made me a better overall support technician, furthered by the generous business-funded Udemy subscription.

My role as Help Desk Manager, Zengenti, varied slightly day to day. Working to ISO 27001 compliance, my core duties included managing a team of three support engineers and maintaining client relationships to a high standard. Daily, we processed tickets and phone calls through the service desk which can range from standard priority issues such as requests for data analytics, website performance issues or bugs with the in-house CMS application to managing critical incidents where a server or website may have gone offline and requires incident management

My daily duties as Data Analyst were to help maintain and create new functionality on the Oracle Apex application that the factory shop floor relied on for scanning and processing units. I was also tasked periodically with reporting on stock and performance metrics.Though I wasn't in this position for a great deal of time, before I left I was able to affect a small change in how reports are generated for the call center team and saved them considerable time.

As Senior Technician of a technology repair company, my core role was to aid the Team Leader in their day to day duties as well as handle and log the units that have returned for repair more than once in a limited time frame, ensuring the best quality repair and that the unit does not return a third time. Other duties include updating the technicians USB drives with the latest UEFI/BIOS/Firmware updates using a Batch script maintained by myself. I also maintain the automated network recovery script written in AutoIT that runs through Windows pre-Installation environment to recover units which require re-formatting, keeping the database of images updated with SQL. I also wrote and maintained the C# console program that updates the technicians flash drives with the necessary files dependent on the size of the drive.