Sam Woolley Email & Phone Number

Sheffield, England, United Kingdom

• Provide efficient first-line technical support, managing over 100 tickets weekly in a fast-paced environment using ServiceNow to track, prioritize, and resolve issues. • Expertly troubleshoot and resolve issues within a Microsoft environment, including Active Directory, Office 365, and Windows OS, ensuring minimal downtime for users. • Consistently exceed SLA targets by delivering prompt resolutions, improving user satisfaction, and minimizing business disruption. • Effectively assess and escalate incidents to appropriate support teams, ensuring critical issues are handled swiftly and in line with business priorities. • Build and maintain strong, positive relationships with clients and end users, delivering clear, empathetic communication to enhance the overall customer experience. • Prioritize and triage service requests, balancing urgency with workload management to ensure critical tickets are resolved within SLA and customer expectations. • Collaborate with senior engineers and cross-functional teams to address complex technical challenges, improving service workflows and overall IT support effectiveness. • Conduct root cause analysis to reduce repeat incidents, contributing to continuous improvement efforts and proactive support strategies. • Stay current with evolving technologies and IT support methodologies, continually enhancing skills to better serve clients and optimize service delivery.

Sheffield, England, United Kingdom

• Successfully deliver exceptional service to 10,000+ customers annually, utilizing a blend of problem-solving, empathy, and de-escalation techniques. This has resulted in numerous nominations for "Customer Interaction of the Month" and over 90% positive customer satisfaction survey results. • Resolve a variety of digital banking issues, including hardware/software problems, account lockouts, and fluctuating IP addresses. • Ensure new staff members' systems are operational and address any technical issues, escalating more complex queries. Done quickly and efficiently to reduce downtime. • Guide and mentor more than 100 new staff members, providing support during their initial months with the organization. • Facilitate effective communication between stakeholders, identifying areas for improvement within the organization's operations and processes. • Maintain compliance with GDPR and FCA regulations, with no breaches resulting in ongoing customer confidence.

Doncaster, England, United Kingdom

• Efficiently distributed orders while adhering to health and safety guidelines• Safely navigated heavy cargo throughout the warehouse• Utilized IT systems to monitor and retrieve lost stock, demonstrating technical proficiency• Identified and made minor repairs to logistical equipment, developing basic technical skills

Melbourne, Victoria, Australia

• Maintained a clean work environment and adhered to safety regulations• Operated a wide range of power and hand tools, developing manual dexterity• Managed allocation of furniture, tools, and machinery throughout the worksite, demonstrating organization and resourcefulness

Brisbane, Queensland, Australia

• Measured and cut steel for subheading/footing to a precise standard.• Drilled and cleaned concrete frames in preparation for frames• Handled large windows, doors, and glass with safety and efficiency

Melbourne, Victoria, Australia

• Constructed a range of stages for large scale events • Carried and assembled lighting/audio equipment• Managed asset tracking for all sound/electrical cables and equipment, demonstrating basic IT skills• Built fencing along event perimeter and packed all equipment into containers and trucks, showcasing organizational and logistical skills

Wakefield, England, United Kingdom

• Took orders, answered customer inquiries, handled cash, and served customers, developing strong interpersonal and communication skills• Prepared raw ingredients in the kitchen and meals for transport, following basic food safety and hygiene standards• Assisted in general cleaning duties and successfully restructured the delivery system, resulting in a 50% increase in delivery efficiency, demonstrating problem-solving and organizational skills

Rotherham, England, United Kingdom

• Handled a range of queries, providing excellent customer service throughout, honing communication and problem-solving skills• Troubleshot complex billing queries, providing satisfactory resolutions to customers, demonstrating basic technical skills• Effectively managed time to meet as many customer needs as possible, using organizational skills to ensure reduced queue time and increased customer satisfaction.