Phil Bennett Email & Phone Number

Cowfold, England, United Kingdom

Horsham, England, United Kingdom

Weybridge, England, United Kingdom

UK Helpdesk Manager: Key responsibilities:- Responsible for supporting key corporate accounts ranging from major insurance brokers, NHS trusts, Academies / colleges and international food and drink suppliers- Designated single point of contact for in-house sales managers to provide a rapid response to key clients- Managing and mentoring a team of three support technicians. Maintain an overview / review of all incoming support cases. Where applicable, provide help / guidance to the support team based on personal experience, observing emerging trends- Provide overflow capacity to the Technical Director. Assist with installation / troubleshooting to clients trialling the products. Remove doubts / provide reassurance to convert to sales- Direct line of contact to key technical managers in HQ to speed up case resolution / provide updates- Product demos with potential clients to ensure best fit into their businesses.Support methodology, techniques and procedures:- Provide support via email, telephone, RTO using LogMeIn/ Teamviewer etc and logged in Salesforce- Perform onsite visits for key clients ; incident troubleshooting, product training etc- Ownership of case from initial call to resolution, attempt to solve on initial call, if not, perform detailed diagnosis and data collection for escalation to 3rd line / development- Follow up and apply any corrective actions until case is solved- Use of in-house tools to solve product issues and where issues are machine specific, the ability to investigate and research Windows / networking issues.- Calm, logical and analytical approach to problem solving- Understanding of attack vectors (phishing, RDP bruteforce, spoofing etc) and advise clients how to minimise expose, also analysis of logs where attacks have taken place.

IT Manager with sole responsibility for the company computing and telecoms functions.- Provided sympathetic, friendly, flexible and technically competent support to a network of 80 office based and remote workers.- Performed in-house PC hardware support / upgrades, also responsible for sourcing and purchasing new hardware / software- Managed the company telecoms and phone system (in-house PBX)- Sourced and managed company IT security function, Panda Adminsecure and Smoothwall Exposure to the following software and systems :MDaemon, Microsoft Operations Manager, Veritas Backup Exec, Crystal ReportsManaged a Windows 2000 domain / active directory and a mix of Windows 2000 / XP desktopsReason for leaving, redundancy due to departmental restructuring.

Partridge Green, England, United Kingdom

Various roles in the IT department.- AS/400 operator running reports and assisting users- Programming AS/400 using RPG / CL for custom written warehousing and stock reporting software- After retirement of the AS/400, in sole charge of Windows network, software and hardware supportOperating systems used, from Windows 3.11 to Windows 2000.First exposure to the internet and remote working via dial in terminal sessions.Minor exposure to Unix via SGI workstations.Reason for leaving, company went into administration

Diploma Of Higher Education, Combined Science (Geography / Economics / Politics / Computing), Diploma Of Higher Education

O Levels And A Levels

A Levels in Geography and Mathematics 9 Passes at O level, grades A-C 1 pass at GCSE in Computer Studies