Scott Biddlecombe Email & Phone Number

Basingstoke, Hampshire, United Kingdom

Basingstoke

MasterControl provides a full line of industry-specific quality and compliance software solutions and services. My role as a Professional Services Consultant and a representative of MasterControl is to drive and ensure customer success; with the implementation of the MasterControl System I will work closely with our customers throughout their project plan, including Business Process Discovery Sessions, MasterControl Best Practice and process solutions, driving the design of the configuration through best practice usage, lead on software implementation, as well as assisting with the validation requirements documenting that the system is fit for purpose. At MasterControl we also deliver Sysadmin level Education classes ranging from 2-5 days; of which I am recognised as proficient Trainer. I thoroughly enjoy delivering Education classes and take great responsibility in ensuring that the training received by our attendees is not only effective and efficient but is also fun.

As a Technical Account Manager I strive to provide the highest level of support and services for the products we offer. My role is to proactively partner with our customers and drive the successful implementation and administration of MasterControl products within their organization, providing in depth high-level technical support, maintaining systems-level expertise and root cause-level troubleshooting while resolving advanced technical issues. I work with fellow team members, service consultants, sales operations and other company resources to ensure efficiency and increase customer satisfaction and loyalty.

1 Year Contract positionPart of a 6 person team providing 1st/2nd Line support to around 1200 UK user, supporting both hardware and a range of software via Email and telephoneProactive Server monitoring, including daily backupsWhen required Escalation of tickets to various European TeamsSupporting on-going projects, such as Country Platform Change and Smart Device ManagementThis position requires excellent communication skills, and a methodical approach to assist a high number of remote and local computer users experiencing desktop issues.

5 man team responsible for maintaining and monitoring a bespoke live system revolving around Telephone Technologies, ensuring 24/7 up time.Responsibilities include client support, project implementation, out of hours support cover and network monitoring and maintenance. Perform Regular fail over tests highlighting area of improvement and following through to completion

Hermitage

Point of contact for our customers and responsible for logging support requests and monitoring the progress right through to resolution; prioritising, assigning and if needed escalating.Provide 1st and 2nd line support calls resolving issues on a variety of Operating Systems and applications at both server and desktop levels. Proactive Network monitoring for both clients and the internal infrastructure. Managing company Assets and providing Internal IT support. Onsite Cover, providing extra support resource to Clients when required.Project assistance, server builds, organising schedules and point of contact for on-going projects.