The Managed Service Centre is at the forefront of all services offered by Adapt and is the single point of contact for all Adapt customers.Its responsibilities include, but are not limited to: Service Desk, Server Support, Infrastructure and Backup Support, Network Support.It is a team of highly skilled and highly technical engineers tasked with being the first port of call for any incidents within the Adapt estate.Service Desk professionals are required to have good ITIL awareness and customer service knowledge. First point of contact for a large percentage of Adapt’s customers.Operations Bridge Monitoring of the critical systems, networks and applications.Provide 1st Line Service Desk Support across a wide range of I.T. disciplines.Provide excellent customer service and call handling.Own tickets throughout their lifecycle in line with the ITIL model.Regularly update customers on their own open tickets.Adhere to best practice and Adapt procedures when logging and managing tickets throughout the lifecycle.This can be a pressured and challenging role with keen attention to detail required 24/7.

The Managed Service Centre is at the forefront of all services offered by Adapt and is the single point of contact for all Adapt customers.Its responsibilities include, but are not limited to: Service Desk, Server Support, Infrastructure and Backup Support, Network Support.It is a team of highly skilled and highly technical engineers tasked with being the first port of call for any incidents within the Adapt estate.Service Desk professionals are required to have good ITIL awareness and customer service knowledge. First point of contact for a large percentage of Adapt’s customers.Operations Bridge Monitoring of the critical systems, networks and applications.Provide 1st Line Service Desk Support across a wide range of I.T. disciplines.Provide excellent customer service and call handling.Own tickets throughout their lifecycle in line with the ITIL model.Regularly update customers on their own open tickets.Adhere to best practice and Adapt procedures when logging and managing tickets throughout the lifecycle.This can be a pressured and challenging role with keen attention to detail required 24/7.

Employed by CGI Logica in Bridgend, South Wales.Technical Support Analyst supporting users at central office, satellite offices and remote sites or connections. Providing technical support for Windows 7 User access and trouble shooting both hardware and software issues. First line technical support and call logging of all incidents from minor to major. Providing technical support for clients at a Professional Business level, abide by ITIL and SLAs and OLAs.Escalation follow up and assigning to the correct second line service desk. Often liaising between the end user and the support desk, or between the client and the service delivery manager. All is work carried out in accordance with ITIL Incident Management guidelines, and adherence to ISO9000 and ISO27001 procedures.My level of customer service and technical skills are considered to be among the best of my peers.Employed at CGI UK and the Best Service Desk, globally, as proven by an independent surveyor.Located in Bridgend (South Wales) working as a Technical Analyst providing professional and efficient support for a range of clients, working against and within SLA's and conforming to ITIL Standards and ISO27001 & ISO9001.I have held various positions including networking, operations and PC support. Often working on my own, having to liaise between management, staff, engineers and customers.

Dealing with good in and goods out, I am the first and last point of contact for drivers and deliveries.Greeting drivers, ensuring the have both the correct paperwork and have arrived within the specified delivery time slot, liaising and raising discrepancies with the correct accounts team.I also ensure that they have their Personal Protective Equipment (PPE) and adhere to the safety guidelines of the company & the site. Typical and regular tasks and duties include:● Receiving, checking, labeling and storing incoming goods● Checking and inspecting goods received and ensuring they are of accurate quantity, measurement, type or grade, and also acceptable quality with no rust or damage● Allocating the correct space for storage and arranging for goods to be placed in the designated areas● Making sure that all inventory processes are completed on the same day● Unloading lorries, vans and other vehicles● Ensuring a clean and safe workhouse for staff to work in● Storing stock away safely● Removing hazardous products from the warehouse● Using Mechanical Handling Equipment i.e. fork lift trucks to move goods around● Accurately updating all data into computer and manual recording system● Ensure accurate weighing of all vehicles in and out of site raising weighbridge tickets and all associated paperwork to ensure full site compliance.● Ensure accurate customer information is recorded onto spread sheets and details are passed to the relevant departments● Ensure accurate completion of purchase order logs and produce daily weekly reports for site management.● Assist in the completion of transfer/advice notes and pay by weight documentation correctly and pass, in a timely manner, to Accounts for dispatch of invoices● Ensure that all company policies and procedures and legal obligations are adhered to● Promote a professional company image at all times● Ensure Company's Health & Safety procedures are followed at all times

Updated - Providing technical support and trouble shooting for residential ADSL Internet user hardware and software.The level of customer service and communication skills that I provide are considered by my current employer to be the best among my peers and callers a like.Often asked to resolve long standing issues where other staff failed to recognise the true cause of a problem, since my questioning techniques and attention to detail allow me to visualise scenarios that I have never seen. This often involves fully explaining the common setup and installation of telephony equipment and wiring within the callers home.Most of my experience has been PC based but this has allowed me to familiarise myself with Local Area Networks and the associated equipment and softwareIn the past I have installed, setup, and configured ISDN equipment for both Windows and Apple Macintosh Personal Computer users.Technical support for UK residential & domestic usersCable Modem & ADSL Troubleshooting, Fault DiagnosisWindows, Apple, Internet Security, Email, Remote AccessADSL/Ethernet/Wireless Networking, Direct Dial UpFault Escalation and MonitoringStrong Questioning and Communication SkillsIntroduction Training of new staff

Contracting through Computer People recruitment agency, I would receive calls asking me to liase with customers who had problems around South Wales & Glamorgan. I would attend site to provide support.I have put together and installed custom PC units for staff or even just assembling units straight out of box.While dealing with various manufacturers of PC’s and equipment (Dell, Compaq, Hewlet Packard, and others), I have become conversant with Win95, 98, 2000, NT, Win NT CE using pcmcia "flash" cards and customer specific software. I have repaired units on a modular level, component level (soldering if necessary) and bios level. I have imaged units and drives using remote FTP and stand alone "Ghost" methods. I have diagnosed problems with TCP/IP over local networks and serial communication problems with printers and code scanners. I have replaced touch sensitive screens and the backlight in LCD panels.

Telemarketing and Customer base building Targeting companies to use our servicesLiaising with Finance and IT DirectorsMaintain high professional courtesyA

Telemarketing and Customer base building Targeting companies to use our servicesLiaising with Finance and IT DirectorsMaintain high professional courtesy

DeskTop Publishing, Lithographic & Digital PrintAdministration of IBM PC & Apple NetworkRank Xerox Docutech 6135 Print Co-ordinationTroubleshooting peripheral device faultsContinuous Quality Control

DeskTop Publishing, Lithographic & Digital PrintAdministration of IBM PC & Apple NetworkRank Xerox Docutech 6135 Print Co-ordinationTroubleshooting peripheral device faultsContinuous Quality Control

Planning, installation, routing, configuration, programming, modification, trouble shooting and diagnosis of problems with Private Networks and exchanges.

Duties involved Operating, Data processing, Administration, Networking and Cabling. The manager and myself were the only line of Technical support concerning terminals to systems and users to management.

BNP Paribas Cardiff - Database Administrator & Operator