• Managing team of 10 support analysts, 6 office based and 4 on customer location • Supporting 3500 user world wide• Ipad support for directors• Delivering KPi and SLA’s• Providing trend analysis• Procurement • Client meetings • Customer satisfaction survey• Recruitment / training• Performance management • Integration of Promanex acquisition in to helpdesk support• Implementation of change control process within Promanex • Managed excess Promanex… Show more • Managing team of 10 support analysts, 6 office based and 4 on customer location • Supporting 3500 user world wide• Ipad support for directors• Delivering KPi and SLA’s• Providing trend analysis• Procurement • Client meetings • Customer satisfaction survey• Recruitment / training• Performance management • Integration of Promanex acquisition in to helpdesk support• Implementation of change control process within Promanex • Managed excess Promanex call volumes back to kpi requirmentsDedicated service desk analysts • Dedicated 1st line – Price Forbes under writers• Main point of contact for blackberry support • Citrix support• Onsite support – London 1st line service desk analysts • Supporting 70 + customer • 1st line Troubleshooting • Average calls per day• Personal customer feedback score Show less

• Providing 1st and 2nd line support for HBOS staff, managers and executives worldwide• Supporting MS office, branch based applications, hardware and blackberry’s etc. • Training new staff on systems and procedures• 90% 1st time fix rate vs. team average of 80%• Monthly AHT – average handling time of 445 vs. team average 559• Average monthly AHT time 445 • Individual target AHT time 573• CSQ – customer satisfaction questionnaire per month 15 – 20 vs. team average of… Show more • Providing 1st and 2nd line support for HBOS staff, managers and executives worldwide• Supporting MS office, branch based applications, hardware and blackberry’s etc. • Training new staff on systems and procedures• 90% 1st time fix rate vs. team average of 80%• Monthly AHT – average handling time of 445 vs. team average 559• Average monthly AHT time 445 • Individual target AHT time 573• CSQ – customer satisfaction questionnaire per month 15 – 20 vs. team average of 8• Taking on average 30 call a day • Taking on average 800 call a month Show less

Repairing computers and laptops i.e. hardware and software, including:• Setting up and designing an Internet based laptop sales business.• Laptop and pc system upgrades.• Diagnosing software problems and errors.• Fault finding software and hardware incompatibilities. • Virus and spy ware removal.• Data backup and recovery.• Fitting hardware e.g. power sockets, graphics chips, new laptop screens, motherboards, Hard drives, keyboards and touchpad’s.• Install… Show more Repairing computers and laptops i.e. hardware and software, including:• Setting up and designing an Internet based laptop sales business.• Laptop and pc system upgrades.• Diagnosing software problems and errors.• Fault finding software and hardware incompatibilities. • Virus and spy ware removal.• Data backup and recovery.• Fitting hardware e.g. power sockets, graphics chips, new laptop screens, motherboards, Hard drives, keyboards and touchpad’s.• Install operating systems, drivers and update windows and virus programs.• Stock control of parts, laptops and pc systems• Repairing up to 12 laptops a day (from diagnosis to completion)• Knowledge of win98, 2000, ME, XP. Show less