Ryan Etheridge Email & Phone Number

Bournemouth, England, United Kingdom

United Kingdom

Poole, England, United Kingdom

• Building, configuring and repairing custom Desktops, Laptops, Rack-Mounted Servers and Hard Line / Soft Tubed Waterloops.• Installation, configuration and troubleshooting of Desktops, Laptops & Rack-Mounted Servers.• Deploying Windows operating systems (7/8/10/11) to Hyper-V, VMware and bare metal systems.• Analysis of Minidumps and Event Logs to determine hardware and software faults.• Investigating quality & production issues and escalating common issues to relevant line managers.• Providing feedback and training in accordance with company policies and best practices.• Creating and configuring CAT 6 networks, switches, routers and wireless access points.• Assessing components with customer-induced damage and liaising with the RMA parts department to return faulty components that fall within the manufacturers' warranty period and guidelines.• Providing on-site support/installation for customers & attending events on behalf of the company (Paris Games Week, Insomnia Gaming Festival, Flight Sim Show - RAF Cosford).

Poole, England, United Kingdom

• Providing 1st & 2nd line support to circa 75,000 customers via phone and email.• Resolving 1st & 2nd line helpdesk queries in a professional manner whilst adhering to agreed SLA's.• Logging Helpdesk calls using a bespoke CRM system.• Escalating complaints to the Customer Service Manager.• Suggesting hardware upgrades based on the customers budget or performance requirements.• Documenting support related procedures and processes.• Conducting scheduled remote sessions to customers via Anydesk / Teamviewer in order to diagnose and resolve software and hardware issues.• Liaising with couriers and booking collections for systems that are being returned under warranty for in house repair.

Poole, England, United Kingdom

• Managing a small team to ensure production targets are met (Circa 50-70 systems per day).• Ensuring that older orders are prioritized.• Reporting compatibility issues to the Customer Service team so that the specification can be changed.• Installing and configuring important review systems (PC PRO Awards, PC ADVISOR Awards).• Testing new NDA hardware and pre-emptively identifying compatibility issues to prevent issues during full release.

Poole, England, United Kingdom

• Building Desktop PC's, Laptops & Rack Mounted Servers.• Escalating compatibility issues to the production supervisor.• Installation of PC's from a Windows Deployment Server via PXE.• Installation of Microsoft packages.• Configuring CPU/RAM overclocking and monitoring stress tests/benchmarks.• Performing QC checks on all systems passed through from assembly to ensure consistent build quality.• Documenting QC failures and reporting statistics to the production manager to identify assemblers who may require more training.

Poole, England, United Kingdom