Michael Mcgregor Email & Phone Number

Newcastle Upon Tyne, United Kingdom

The goal of the Managed Service Operations team is to ensure a smooth running of JHC's cloud hosted clients and to assist in the implementation up to go live and ongoing update roll-out.

London, United Kingdom

Moving from the Support to the Professional Services team, this new role involves assisting New and Prospective clients in the installation, configuration and rollout of our software within the set project time. This role has some overlap with my previous role in support but offers additional responsibilities such as:• Providing Technical pre-sales information to prospective clients and providing technical advice on areas of interest.• Performing installations of the Condeco Enterprise software to either our own cloud based hosted environments or at a client’s site where preferred. • Working closely with both clients and our own project managers to help explain technical concepts, configure the software to meet desired requirements and resolve any potential issues before allowing the project to phase into Live.• Educating clients to make them aware of the best methods to deploy and our software and ensuring that they are of any technical requirements needed ahead of time.• Using my technical expertise to help customize the product where needed whilst being clear on what can and can’t be done within the products scope. I have recently relocated to our Newcastle office, where I am continuing my work as a remote worker for the Condeco Services team.

London, United Kingdom

After relocating to London I gained employment with Condeco Software as a First Line technician. As a member of a small team this role required careful management and prioritization of cases in order to stay within SLA and ensure our clients were satisfied. My responsibilities included:• Logging client calls and emails into SalesForce, determining the case priority and assigning it to the best resource available and providing notifications and updates where necessary.• Providing end users with tutorials, guides and information on how to use the Condeco room booking system and its associated products.• Providing troubleshooting information either via email or instantly over the phone, when necessary we could setup a remote session to investigate issues more thoroughly.• Ability to check Web server configuration and knowledge of SQL server in order to fix or take as much information as possible in preparation for escalation.• Performing system upgrades, guiding clients through the UAT process and ensure proper testing and sign off have taken place.

Gateshead, United Kingdom

The role meant serving as an escalation point for my previous position, this required patience, a good rapport with customers and a high level of competence in Apples products and internal processes. I was expected to:• Provide advice and next steps for other advisors and take over the call if the advisor was not confident in continuing the call.• Take ownership of customer issues ensuring the customer leaves satisfied that the issue is resolved regardless of how long this takes.• Speak to unhappy customers and going the extra mile where necessary to help improve the customers attitude towards our services and products.• Deal with more advanced technical issues, liaising with developers if needed to help provide a resolution.

Gateshead, United Kingdom

Beginning as a 1st line iPhone support agent, I provided technical support and guidance to customers in an approachable and easy to understand format, the majority of customers I supported used the Windows OS so extensive familiarity with this OS was essential.I was promoted to CPU support which further broadened my expertise. Specifically, the job entailed diagnosing and resolving both software and hardware faults, setting up home and office networks for customers.• Providing a helpful and friendly support experience and being able to empathise and relate to a customers needs.• Condensing technical information and relaying this to customers in a format that is easy to understand• Adhering to required company targets (CSAT, AHT, ACW etc)• Promoting and generating sales on Apple services and products.