Nigel Stower Email & Phone Number

Copenhagen, Capital Region, Denmark

Copenhagen, Capital Region, Denmark

Copenhagen, Capital Region, Denmark

I managed a helpdesk serving 700+ customers around the world.Some of my tasks included:Handling customer queries in a timely and accurate manner in accordance with our SLAs Participating in daily standups, sprints, retrospectives, etc. (Agile/SCRUM methodology)Documentation and optimisation of internal processesDocumentation of product functionalities for internal useAchieving and maintaining high customer support standardsProviding customer feedback to appropriate internal teamsOccasional QA testingAssessment and escalation of issues (incident management)Content managementKey internal contact (customer success manager) for Aarhus Kommune (our biggest customer)Internal support of the eloomi productTools & technologies: API, SSO, SQL, Azure, Jira, Zendesk, Confluence & PostmanCareer highlights: Colleague of the YearResolved 2,000+ tickets in one year with a CSAT rating of 4.87/5

Copenhagen, Capital Region, Denmark

I had the unofficial role of IT Coordinator. I worked in a team of four IT support technicians (myself included). We served 250+ users in five offices across Europe. My main responsibility was coordinating our daily operations on our service desk (Freshdesk) and ensuring that a high level of service was delivered to our users. I also played a key role collaborating with multiple stakeholders at various levels of the organisation. During my time here, I successfully implemented the following projects:1. Printer & TeamViewer rollout - printer access for 100+ users2. BitLocker - disk encryption for 100+ users to meet GDPR standards3. Google Cloud Directory Sync - synchronisation of Google, Active Directory & OneLogin accounts, making password management much easier.

Nairobi, Kenya

I sat as the sole IT support technician at an office of 50+ employees with 2nd- and 3rd-line support from France. Some of my tasks included:Troubleshooting hardware and software problemsDeploying and managing assetsManaging user accounts and systematically updating user recordsProviding network and server access to users, and minimising downtimeProjects:1. User migration2. Helpdesk implementationHighlights:Saved the equivalent of DKK 115.850,00 in annual IT costs through licence management.

Executive Mba, Business Administration And Management, General

Bachelor Of Science - Bs, Information Technology