Information Technology Administrator at Mann Made Group

**Customer Service Administrator duties as per previous role along with the additional tasks:**• Support the Operations Manager with London and Cyprus based Administration and Payments team members • Support the Operations Manager with rotas, task allocations and reporting as required. • Be a super user within the payments and administration teams.• Ensure team comply with the firm’s policies, procedures and controls when on-boarding clients, processing payments and dealing with customers and other members of staff.

• Responsible for on-boarding personal and corporate clients.• Collect, file, review and evaluate KYC documentation for new clients, adhering to strict regulations from the Financial Conduct Authority.• Provide support to customers’ requests and queries via telephone and emails.• Perform continuing checks and updates of KYC documentation for established clients• Providing first-class customer service to clients at all times.

• Responsible for providing second level remote technical support to over 15000 end users throughout EMEIA (Europe, Middle-East, India & Africa) within a small team.• Performing effective call management, maintaining ownership on cases, and monitoring / updating / resolving incidents in a timely manner. • Escalating unresolved incidents to other support groups, including vendors, to expedite resolution, while providing end user updates on case progress.• Identifying opportunities to improve service to customers including ensuring knowledge is available for level 1 and level 2 technicians.• Performing quality on all incidents handled, clearly documenting case situations, and providing accurate investigation• Highlighting any individual or team training / knowledge gaps that may exist and work with other senior members of team to address/resolve.• Responsible for creation, organisation and delivery of IT Training to new members of staff throughout EMEIA.

• With an average of 19,500 calls received to helpdesk per month, ensuring all incidents/requests received are logged, monitored / updated and resolved according to service targets.• Technical assistance and training of Service Desk Analysts, assisting with calls when appropriate.• Resolving complex problems and escalated calls to satisfactory conclusion.• Observe and influence the development of customer care skills within the team, leading by example and training as required.• With guidance from Team Leader, undertake first line management of the team including day to day performance, conduct and absence.

Working in a large team providing support to a global corporation. My duties include:* Providing 1st line support to over 10,000 end users throughout UK&I. * Taking a minimum of 45 calls per day with at least 75% first time fix target.* Ensuring call quality exceeds 80%.* Ensuring all calls are recorded on Remedy Helpdesk System and resolving or escalating as necessary.* Supporting users with use of a large and diverse range of hardware and software applications.* Working as part of project team to introduce a new chat support service to the business.* Training new members of staff on support duties and applications.

In this role, I have the responsibility of supporting a large number of users in a Linux environment as well as carrying out a range of project work. Rolling out new POS systems to over 300 branches.Providing remote support for over 300 retail outlets, Head Office as well as 3 distribution warehouses throughout the UK in a small team of 5.Resolving any issues that the branches may have when connecting via their wireless LAN and ensuring that any disruption to their normal day to day processes i.e. price updates on tills, ordering stock via handheld systems and cashing up/banking procedures are kept to a minimum.Running SQL queries and making amendments on the database systems when required.Project Work including Migrating Linux based email for over 50 users. Project Work including moving from Legacy Lotus Spreadsheets to Excel Spreadsheets for reporting purposes using VBA.

This has proven to be a diverse role, with wide ranging responsibilities, supporting one of the UK's largest Independent Financial Advisers. My duties include:Working within a four member team responsible for all information systems across 14 sites, supporting upward of 200 usersDelivering comprehensive desktop support to all users in a predominantly XP/Dell environment Providing advanced support and training for Cavanagh's back office system (CCD).Preparation of End-User documentation such as training guides, installation guides and other documents as necessaryIdentifying training needs and delivering training sessions in both one to one and classroom style.Diagnosing hardware faults: resolving in house or escalating to 3rd party suppliers for warranty repair Responsible for the installation and advanced support of all business applications including Microsoft Office Owner of our call logging software in which I researched, proposed, tested and integrated into the businessDay to day server maintenance (Dell & HP), monitoring performance, managing data storage and ensuring back up routines are completed Administration of the Company's Active DirectoryMembership of a project team responsible for the successful introduction of a new back office system and consolidation of legacy systems into a single suitePreparing monthly board report evaluating productivity, identifying trends and justifying expenditure Administration and Maintenance of the companies Intranet and Internet SitesAlerting Directors to any changes required in IT provision as a result of evolving business practices and growth.