Rob Ellis Email & Phone Number

Pembury

Employed as a Technical Support Consultant on a permanent basis, with the primary purpose to provide Itec’s Users with a high level of technical support on the core product, itris and its associated tools and utilities.Responsibilities:Answered calls and respond to emails where users required help with a technical issue related to or effecting itris. Managed many challenging customers who were frustrated with issues and the impact they were having on their day to day work, by ensuring that they were effectively listened to initially to alleviate some of their frustration and then clearly explained the approach that would be taken with the aim of a resolution.Work was carried out to strict deadlines to ensure service level agreements of response and intended resolution times were met. Utilised problem-solving skills and diagnosis techniques such as SQL traces to attempt to identify reasons behind issues.Managed customer expectations by providing feedback to clients within agreed time limits.Followed departmental processes and policies to ensure consistency and quality of work, especially with regards to the data administration of support logs related to user raised issues.Installed new databases and performed database moves as required.Reason for leaving; Redundancy

Mta Database Fundamentals

Bachelor Of Technology - Btech, Hnd Level 5 Computing And Systems Development

Bachelor Of Technology - Btech, Hnd Level 4 Computing And Systems Development

Bachelor Of Technology - Btech, Level 3 Extended Diploma It

Level 3 It