Richard Hartless Email & Phone Number

London, England, United Kingdom (Remote)

Abingdon, England

Within this 2nd line role I provide 1st class technical support to Sophos’ SAS (Premium, Platinum and OEM) customers via phone calls, emails and remote access to their environment.Outline of responsibilities but not limited to• Building of VM machines for the purpose of customer environment replication to diagnose issue with Data Encryption, Web filtering, Anti-virus, Mobile Security and Cloud based products on Windows OS 7/8.1/10 Windows Server 2008/2013, AD, Mac OS X, macOS and… Show more Within this 2nd line role I provide 1st class technical support to Sophos’ SAS (Premium, Platinum and OEM) customers via phone calls, emails and remote access to their environment.Outline of responsibilities but not limited to• Building of VM machines for the purpose of customer environment replication to diagnose issue with Data Encryption, Web filtering, Anti-virus, Mobile Security and Cloud based products on Windows OS 7/8.1/10 Windows Server 2008/2013, AD, Mac OS X, macOS and iOS• Provide customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs.• Time and workload management to maximize case closures and internal and external customer satisfaction.• Review cases and provide mentoring and coaching for colleagues when faced with challenging incidents. Show less

Abingdon, England

I provided technical support by troubleshooting, analysing, replicating and diagnosing issues received in Technical Support in line with departmental service levels, Best Outline of responsibilities but not limited to• Provide technical support in line with departmental measures and targets, with a focus on quality and customer satisfaction for Web filtering, Anti-virus and Cloud based products on multiple operating systems.• Analyse and clarify customer queries through… Show more I provided technical support by troubleshooting, analysing, replicating and diagnosing issues received in Technical Support in line with departmental service levels, Best Outline of responsibilities but not limited to• Provide technical support in line with departmental measures and targets, with a focus on quality and customer satisfaction for Web filtering, Anti-virus and Cloud based products on multiple operating systems.• Analyse and clarify customer queries through troubleshooting and researching, using existing knowledge base articles known issues and personal investigation• Provide mentoring to 1st line support teams. Show less

Gloucester, United Kingdom

As a member of the Customer Management Centre, I am involved in providing telephone based support for managed and supported customers across the range of product that Star offers. Outline of responsibilities but not limited toProvide an Escalation point for the Service Request, Change Management, and Network Operations teams, also providing advice for other departments to resolve customer issues.Providing 2st line Telephone and e-mail based Technical support to customers… Show more As a member of the Customer Management Centre, I am involved in providing telephone based support for managed and supported customers across the range of product that Star offers. Outline of responsibilities but not limited toProvide an Escalation point for the Service Request, Change Management, and Network Operations teams, also providing advice for other departments to resolve customer issues.Providing 2st line Telephone and e-mail based Technical support to customers Provide training and assistance to colleagues in the Service Request, Change Management and Network Operations teams.Closing support calls by identifying faults and resolving customer issues in a professional manner and to the satisfaction of both parties by telephone.Liaise directly with 3rd party suppliers and vendors in order to assist the troubleshooting process. Show less

Gloucester, United Kingdom

As a member of the Customer Management Centre, I am involved in providing telephone based support for managed and supported customers across the range of product that Star offers. Outline of responsibilities Provide an Escalation point for the Service Request, Change Management, and Network Operations teams, also providing advice for other departments to resolve customer issues. Providing 2st line Telephone and e-mail based Technical support to customers Provide training and… Show more As a member of the Customer Management Centre, I am involved in providing telephone based support for managed and supported customers across the range of product that Star offers. Outline of responsibilities Provide an Escalation point for the Service Request, Change Management, and Network Operations teams, also providing advice for other departments to resolve customer issues. Providing 2st line Telephone and e-mail based Technical support to customers Provide training and assistance to colleagues in the Service Request, Change Management and Network Operations teams. Closing support calls by identifying faults and resolving customer issues in a professional manner and to the satisfaction of both parties by telephone. Liaise directly with 3rd party suppliers and vendors in order to assist the troubleshooting process. Show less

As a member of the Security Team, I was involved in providing telephone based firewall support for managed and supported customersProviding 1st line support to fully managed and supported firewall customers, via the telephone.Closing support calls by identifying faults and resolving customer issues in a professional manner and to the satisfaction of both parties by telephone.Providing support to 1st line change management engineers.

The main purpose of this role was to carry out requested changes to the configuration of the customers firewalls.

Education record

Attended Cerco Training's intensive 4 week Computer Systems & Network Support course practical experience of installation, repair.

Education record

Education record