Sheree Chadwick Email & Phone Number

Horwich, Greater Manchester, United Kingdom

Bolton, United Kingdom

Working in the retail support centre dealing with multitude of systems ie:Power, Sql, P4C, Windows, EFT link.Deal with escalations of calls that require more indepth analysis by way of dialling in remotely and investigating root cause issues and providing a fix. Work to KPI's and SLA'sAuthor Knowledge management documents.Escalate customer undocumented configuration inquiries to development team through bug system.Liaise with Development team on existing bugs or configuration inquiries and report back to service request owner. Assisting helpdesk manager in the day to day running of the level 2 desk by handling call distribution amongst staff also creating and maintaining the rota.Oracle representive of the Princes TrustFirst Aid at work certified

Bolton

I supported various retail customers running a variety of different EPOS systems, the majority running on windows base – Retail Java and Power for Retail. I can take between 50 and 60 calls a day and each call requires logging on the internal systems, diagnosing the issue and attempting to resolve either by dialling in remotely through VPN, Netop, Bomgar or PC Anywhere. The calls vary between procedural issues, i.e. cashing up issues and stock take issues to more complex software issues which I would then try to diagnose and rectify. If I am unable to resolve the issues I then have to progress the call to a higher level for further investigation or if deemed to be a hardware fault passing out for engineer visits.I also become involved in the recruitment of new staff. I have been in on the interviewing process, I then train the new starters on the call logging system and provide them with training documentation that I have implemented with regards to all the different customer procedures.

Westhoughton

My role involved providing helpdesk support to a varied client base, made up of high street retail stores. I supported EPOS systems, based on Windows and Dos platforms and provided technical support to 3rd party contracts. This was a telephone based role and I was the first point of contact for stores when they had a problem. These problems could be anything related to the running of the store, ranging from till or PC issues, customer service queries, or property problems. I tried to resolve as many of these issues myself by dialling into most companies using VNC, remote desktop, PC anywhere then if needed to progressing to the engineers, act as a liaison between relevant engineers, contractors or head offices if a problem needs escalating. I also provided support to the team leader in the running of a team of 10 people, and take responsibility for the day to day running of the team when the team leader was not working.