Responsibilities:• Managing 3 Engineers and 1 Senior Engineer on the helpdesk and working with the company directors to ensure that the customers' needs are met in line with agreed SLA's and that a high level of customer service is maintained at all times.• Interfaced with customers to articulate product value and educate customers on features (C-level, Directors and Senior Management).• Worked closely with the business Directors to plan and manage the implementation of project work.• Fostered relationships with all levels of the customer's business to maximise satisfaction, retention and experience.• Identifying and correcting issues with tickets not being dealt with correctly or in line with the agreed SLA’s and liaising with the customer’s management team (including C-level, Directors and Senior Management) to resolve any complaints they may have and ensure a good outcome for all parties.• Recruited, trained and supported engineers• Sourced and on-boarded new vendors and solutions to facilitate customer requirements as needed.• Quoting for new and replacement equipment as required, and then managing the purchase and implementation process for the customer.• Coordinated with partners and vendors to process and close sales.Achievements:● Implementation and roll-out of Ticket review and issue for all Engineers each morning, resulting in a 45% decrease in cases taking more than 2 days to be fully resolved.

Responsibilities:• Managed all aspects of the business, including directly managing 1 Helpdesk Supervisor and 6 employees and was as a member of the senior leadership team.• Analysed strategic, core and support processes and recommended improvements to streamline these processes as part of our ISO 9001:2008 and later ISO 9001:2015 accreditation• Oversaw company HR with Managing Director and introduced an online HR Management System to bolster our compliance with the ISO 9001 and SAFEContractor Health & Safety accreditations. • Assumed the role of health and safety and compliance officer for the business• Oversaw financial management activities for the business, including accounts and payroll.• Implemented Direct Debit collection for the business and signed off each month’s collection prior to uploading to the bank for collection.• Recruited, trained, mentored and supported a high-performing, quality-minded team, providing regular performance review, feedback and coaching in deficient areas.• Reduced process lags, recruiting, hiring, training, coaching and managing administrative staff to ensure optimal productivity.• Collaboratively worked with the sales team to articulate product value and educate customers on features at all levels of their business (including C-level, Directors and Senior Management).• Fostered relationships with customers to maximise satisfaction, retention and experience.• Alongside the Service Director and Service Manager managed pre-inspections, site supervision, site measurements, scheduling and equipment management.• Managed Systems and Solutions support.• Coordinated with partners and vendors to process and close Software Solution sales.Achievements:● Increased cash flow for the business by 70% through the implementation of a line of business application.

• Responsible for the IT, Communications and Network infrastructure. • Accompanying salespeople to appointments to discuss clients requirements for Software Solutions including - Document Management/Archiving, Accounting, Follow-Me Printing and Scanning.• Responsible for recommending, scoping, installing and maintaining software that we have sold.• Managing and developing several company websites including 2 e-stores.

• Designed and ran training courses on IT and all products sold by Konica Minolta, (including Software, High Volume and colour photocopiers) to new employees and partners, as well as up-skilling existing members of staff.• Effectively communicated with training management, Technical Directors, Marketing and Personnel departments to identify specific training needs and develop new programmes. • Carried out and assisted on non-technical training including customer service, leadership/team building as required.• Maintained and updated IT equipment and networks associated with the Training environment. • Managed the ordering/disposing of/record keeping of training equipment for the Training Academy.• Administered E-learning programmes to staff.• Attended train the trainer courses at European Headquarters as required• Supported National and European exhibitions as required.