Lewis Hambleton Email & Phone Number

Leigh, England, United Kingdom

• Deliver first/second line support to various sectors usingTelephone, Email & Tickets for;o TowerHamlets(3000+)o CityOfLondonPolice(1500+) o StatesOfGuernsey(6000+)• Meeting SLA & KPI and mentoring colleauges on how to do so.• Working in-line with SLA for VIP users which have ranged from Chief Of Police, Comissioners, deputies, ect.• Supporting users on a range of windows Vista/7/8/10 systems including Laptops, Desktops & VDI systems.• Experience with Service-Now, TopDesk & Supportworks• Frequent use of AD, Azure AD, Office 365, Exchange,Exchange Online, Egress.• Training of new members of staff across multiple desks &systems. Updating the central knowledge base & writingguides for colleauges.• I have arranged the procurement of over 750 pieces of ITequiptment, which starts with liasing with the customer needs, obtaining a quote from the supplier, having revisions by the internal business team and then providing the finalized quote to the end user.• Handling incoming escalations & complaints.• Managing the desk whilst the manager is unavailable.• Producing a variety of reports covering the entire desksperformance to ensure we are in-line with KPI targets• Conversing with 3rd party suppliers such as Xerox, XMA, HP,JT Networks amongst others for various things such aswarranty claims & support.• Security Endpoint management (O365, Exhcange Online,ESET)• Major Incident Management – Creating a easy-to-followstructure for dealing with incoming MI’s.• Working closely with engineers to ensure a smooth migrationprocess from on-prem to O365.

Middleton, England, United Kingdom

Vodafone Inbound Mobile & Broadband sales • Understanding client needs and providing a suitable contract for them.• Dealing with incoming calls and advising customers on what & how certainmobile/tablet/broadband devices can & will be beneficial to their business.• Adhering to GDPR which included following DPA on each call.• Upselling using information provided.• Meeting KPI & Commission targets.

Manchester, England, United Kingdom

• First contact for incoming calls.• Responsible for monitoring systems such as SolarWinds and triaging to the correct team.• Successfully completed Apprenticeship ‘Diploma in Professional Competence for IT andTelecoms – Level 3’ and achieved a DDM• Achieved Diploma in IT (QCF