Mark Brough Email & Phone Number

Forfar, Scotland, United Kingdom

Glenalmond

Balmalcolm, Fife, United Kingdom

Perth, United Kingdom

Current CV

Dundee, United Kingdom

• Undertake support of companies software products. • Provide technical support to internal and external users• Proactively monitor and maintain successful operation of the company’s products• Conduct installation and configuration of the company software onsite at key clients in the UK & internationally• Taking phone calls to the support line/help desk from clients and internal stakeholders and provide timely responses• Testing the software onsite • Communicating and liaising with development engineers to resolve and implement fixes or issues• Communicate any solution or work-arounds to relevant departments• Accurate reporting, identifying & logging of any technical issues into our issue log system• Have an extensive understanding of the capabilities of the software• Provide technical user training to clients• Support testing team when required on core product releases• Provide excellent user manuals and technical installation guides for both internal and end users

Oundle, Northamptonshire

• Self-motivated, professional and disciplined Help Desk Manager able to work independently and within a team structure• Able to manage pressure and delivery focused on Service Level Agreements• Strong experience with supporting a wide variety of business systems including ERP, Payroll, Time & Attendance, CAD, General Office Applications (Microsoft Office).• Strong experience with supporting Windows operating systems, local and wide area networks, CITRIX and Telephone systems• Strong experience managing suppliers and 3rd party contractors• Managed support across enterprises with multiple sites including overseas operationsResponsibilitiesResponsible for initial first contact of faults for over 250 users and 110 servers, this could be from any level of customer/user. Managing small helpdesk team and escalating issues to 3rd line system administrators. Producing reports for my direct line Manage. Logging issues via customer Helpdesk software. Wherever possible, fixing any issues, talking through the problems or by a site visit. This would include any access problems, installing new equipment and porting in the relevant switches, user maintenance, training where required, printing issues both hardware and server based. Also responsible for managing supplier contracts and performance and managing 3rd party contractors during project implementations. Involved in solo and team projects. Arranged setup, installation and support for boats shows and supplier conferences around the UK.AchievementsSaved in excess of 50k through supplier negotiation and partnershipAssisted in managed project to roll out first installation of CITRIXAssisted in managing project to move 250 users and infrastructure to purpose built Head Quarters in 4 days.Installed and supported centralised printing strategy for Head Quarters. Including implementing x32 and x64 bit drivers across Citrix, standalone units and multiple site DC’s.

Leeds, United Kingdom

ResponsibilitiesSupplying telephone and sky media for private and corporate use.After local training, I was responsible for taking calls from the Anglia and Yorkshire regions for any issues that a public user might encounter. This would include new install enquires, faulty equipment, package changes, and general enquiries.AchievementsI was one of only 2 people that consistently hit their targets.After a small period of time I was promoted to a “Dream Team” of about 30 people, which was established for people with exceptional customer service skills. This team was responsible with persuading customers to stay with the company products, who were thinking about having their services terminated.Also dealing with written complaints to Managerial level, having a budget of £500 to help with any compensation that might have been due.Also, rolling out new packages that requires outbound calling, but would have been received with a negative impact on the customers level of service/expectation.