Ryan S. Email & Phone Number

Martlesham Heath, England, United Kingdom

• Provide advanced technical support to customers and internal teams regarding software issues related to SQL, HTML5, and CSS.• Troubleshoot and resolve complex software problems, including database connectivity, query optimisation, and performance tuning.• Using command-line tools, such as PuTTY to remotely access servers and search through compressed files to diagnose errors and address data-related queries.• Collaborate with development teams to identify and address software bugs, ensuring timely resolutions and effective communication with stakeholders.• Develop and maintain technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.• Conduct root cause analysis and implement corrective actions to prevent recurring software issues.• Provide training and mentorship to junior support staff, sharing expertise in SQL, HTML5, and CSS best practices.• Collaborate with cross-functional teams, such as QA, product management, and engineering, to ensure effective software support and customer satisfaction.• Stay updated on emerging technologies, industry trends, and best practices related to SQL, HTML5, and CSS, and apply them to improve support processes and customer experience.• Participate in the testing and validation of software updates and new releases, ensuring they meet quality standards and are compatible with SQL, HTML5, and CSS environments.

Colchester, United Kingdom

• Collaborating with colleagues to agree on the design of a new system features and then illustrate it with clear comment and annotations. • Managing own workload and priorities to meet product release deadlines and ensuring that work is complete to a high standard to avoid bugs and therefore extra costs to remedy.• Writing and programming patch notes and system messages within our software to all users to announce system updates.• Updating existing code relating to our interactive “How To” tool and glossaries which allows users to search engage with our software and seek guidance without the need to contact our dedicated Support team. • Liaise with product providers to ensure that product related data is kept up-to-date and accurate and apply such updates. • Extracting data from SQL Server in order for it to be converted into business information data to be sold and then answer any technical queries on the data itself. • Writing and running SQL scripts and editing stored procedures to update relevant areas of the system. • Answering technical questions raised by our Support team that they have been unable to answer themselves.

Colchester, United Kingdom

• To provide customer support and training sessions to advisers who need assistance in navigating our software. • Providing technical support to our customers which can be anything from amending the compatibility settings so that the browser functions with our software to changing location services with the recent Windows 10 update. • Working with our customers to discuss areas of improvement for our software and communicating this back to our development team and keeping the customer informed with any updates. • Providing assistance to our network administrator and computer technician which can range from testing the software to see if the implemented fix has worked to changing an SSD or HDD. • Bug reporting and recognising areas for improvement. Testing our proposed updates on the local test server to ensure that the updates are working as we'd expect and that they there is no room for improvement on them. • To feedback any trending issues or suggestions to my team manager so that we can share them amongst the team and discuss the matter at hand.

Ipswich, United Kingdom

• Effectively handle calls (inbound and outbound) with both professionals directly with the investor. • Completing administration work to a good standard and within the agreed service level time frame whilst balancing good customer services skills with our clients. • Managing my own work and time as well as assisting my team in any way possible. • Adhering to strict FCA regulations and being knowledgeable of any upcoming changes to regulation e.g. 2015 April legislation changes regarding flexi-access drawdown. Assessing bonds/equities/deposit accounts with high accuracy thus to prevent failing to abide to FCA regulation. • To have a broad knowledge of the industry, processes and products in order to provide a prompt response to incoming queries with confidence. • To administer projections and discuss our available products with both investors and advisers. • To support and work alongside the sales team in order to achieve a smooth customer experience.

During my time at Capita I have taken on the roles and responsibilites listed below.• Effectively handle all calls (inbound and outbound) providing a high level of customer service, maximise sales and meet retention targets.• Make amendments to policies, calculate the new premium, taking payments where necessary, explaining excesses, up-selling products to the customer, and administering the correct documentation. • Liaise with insurance brokers and underwriters to refer certain amendments on a daily basis. • Motorcycle customer service, sales and renewals. • Dealing with FNOL and household insurance calls, taking vital information regarding the claim whilst empathising with the customer. Cancelling down both vehicle and household policies and providing the correct settlement figures. • Claims handling process.• Data input, printing documentation and arrange for it to be e-mailed to the underwriter, or calling through to them myself and passing over some details to a claims handler. • Develop and maintain a competent level of technical, product and system knowledge to support sales• Understand and apply all legal, regulatory, information security and compliance requirements.• Provide support and guidance to colleagues.

R01, Pass

Btec National Diploma, Public Services

Education record