Owen Harrison Email & Phone Number

Crowthorne, Gb

Crowthorne, Gb

Marlow, England, United Kingdom

Managing a team of 7 including Consultants, Analysts and Apprentices focused on the implementation support and consultancy of ITAM tooling. Some of the software we currently cover is: - Snow On-Premises- Snow Hosted (Dedicated and SPE)- Snow Atlas (Cloud)- Zluri - Xensam- AtternityAs an ITAM Technical Team Leader, I am responsible for:- Responsible and accountable for all technical/support escalations within the team.- Supporting the onboarding of new customers including scoping, training, and implementation at various technical levels.- Supporting our sales and Account management team to aid in getting deals over the line and quantifying customer requirements.- Working with senior stakeholders within vendors to triage, escalate and resolve client support queries and ensuring the customers are kept up to date within the appropriate SLAs.- Lead technical quarterly business reviews for strategic ITAM vendors supplying constructive feedback.- Be at the forefront of new product technology/service offerings through vendor training and market research.- Drive improvements and be creative with new ways of working.- Work with other teams and stakeholders on new service concepts and improvements.- Reporting on ticket management, SLA and controlling manageable workloads for the team.- Supply tailored mentoring for individuals within the team followed by constructive regular 1-1's to manage career progression.

Southampton, England, United Kingdom

- Customer experience management & liaising to make sure they are kept up to date with case progression- Managing a large workload with various priorities and SLAs.- Programming with Transaction & Query-based SQL to make updates/remove/cleanses to a highly complex database along with reporting back on the data found within these DBs.- Application Installation & Configuration of our software platforms from utilising our installer tools to editing the config or DLL files.- Working with customers End-User Managing access & Fault Finding if users ran into issues with the software or fixing problems in the configuration.- Using Active Directory to manage user base and perform Analysis & Fault Finding when required.- Managing Website monitoring (Backoffice, Certificates & App Pools) and maintenance of the systems on a regular basis.- Frequently using Application Server Management tools within various Windows server versions ie (Services, Certificates, IIS Sites) along with fault finding within these operating systems.- Identifying and documenting bugs and possible improvements to allow for fixes to be released by our development team.- Managed employee training for new staff during my time and offered continuous advice, guidance and mentorship on duties and best practices.- Delegating less priority work to newer support members allows more time to focus on business-critical cases.- Direct to the customer and internal business practice developments to help teams work more efficiently to improve customer experience.- Building advanced administrator tools to complete and remediate tasks and give more insight into the software using C# window forms.- Analysing trace logs and errors from our C# based program, being able to break down what they understand it means and be able to action them accordingly.- Working with our independent development team to write fixes for bugs and create fixes.

Farnbrough, United Kingdom

My position at Sourcing City is a Customer Service Executive and Developer, some of the key features of my role include:• General Helpdesk, Trouble-shooting and support of Promotional Office• Bespoke Development of Documents and Reports within Promotional Office• To gather & evaluate feedback from customers to identify future Promotional Office development.• Develop integration between our software and external accounts packages.• To Configure and Import Data provided to us by our Customer Base• To train users on how to use our software and any new elements applied.• Create Detailed but easy to read learning material to help our team and our customers• To work with the team to problem solve, support and develop the Promotional Office Software.• To Troubleshoot issues identified within Promotional Office• Programming in ASP.Net C#, SQL Server 2008+, XML

Crowthorne, Berkshire

A Junior programmer in C# and SQL Server, Developing utilities and databases for our Flight Safety Systems. I am also learning to develop IOS and Android applications for our SMS360 System for cabin crew. Some of my duties include:• Analysing Data from Flight Data Systems• Developing Utilities and Databases • Customer Support and Assistance • Bug Finding and FixingI also provide IT support for customers and onsite staff• Hardware & Software Support• Network & Online Storage Management• Upgrading & Decommissioning Equipment• Installation of Comms Cabinets• Configuring Comms Cabinet Layout

Crowthorne, Berkshire, United Kingdom

During my time at Between the Lines I spent the majority of my time working in the faults and installation of customer services, I worked directly with customers and ISP's to resolve issues and assist in installations• Resolving Broadband Faults• Organising Installs & Configuration of Routers• Monitoring Customer Connections• Onsite hardware & Software Support• Upgrading HardwareI have also received multiple Microsoft Qualifications during my time for Network, Security and Server Management

Crowthorne

During my time at Dopson Butchers, the role included the following duties.- Serving customers- Food preparation, meat marinating etc- Basic butchery, for example, trimming chicken and making sausages.