Simon Marston Email & Phone Number

United Kingdom

United Kingdom

Stevenage, Hertfordshire, United Kingdom

As a Level 3 Technical Analyst at Carestream Dental it is my job to be the final escalation point for technical issues which have been unable to be solved at Level 1 or Level 2, or which require custom SQL scripts to be devised and implemented in order to fix issues within customer databases. This often requires investigation and strutiny of SQL data tables, or of the behaviour of existing Stored Procedures to determine the root causes of errors. Where appropriate, generic fixes will also be devised in order to reduce the need for future escalations and improve the customer experience.In addition to this, I also liaise with Carestream's Software Developers and QA engineers regarding new and existing software bugs in order to give Helpdesk insight into the impact and severity of issues which require Developmental fixes. Suggestions for software improvement also come through the Level 3 team and are assessed and logged.Level 3 Technical Analysts also ensure that the Helpdesk's Knowledge Base is kept up to date with new issues found and new solutions in order to reduce call volumes and improve the customer experience.

Stevenage, Hertfordshire, United Kingdom

As a Level 1 Support Representative on the Enterprise team I was able to expand upon my earlier role with Carestream, learning to troubleshoot and resolve issues within more complex environments and forbigger corporate customers. My expanded role included troubleshooting with users on hosted environments and a variety of other remote platforms, running SQL scripts provided by the Level 3 team to resolve data issues, ensuring remote online backups had been completed or configured correctly, as well as ensuring email support enquiries were handled swiftly. I also took part in projects to improve the efficiency of the Online Backup program, as well as improving the First Time Fix rate for the main support desk.

Stevenage, Hertfordshire, United Kingdom

As a Level 1 Technical Support Representative it was my role within the company to liaise directly withclients at dental practices, engineers on site and occasionally prospective customers looking intoCarestream Dental products, and provide them with technical support or advice. This involvedtroubleshooting problems via the telephone, providing remote desktop support and the organization ofengineer visits where applicable.

Letchworth, Hertfordshire, United Kingdom

Adept Scientific Ltd sold a wide range of scientific, mathematical and bibliographic products to an impressive range of commercial and academic organisations. As Software Support Specialist at Adept Scientific Ltd, it was my job to assist our multitude of clients in the UK, as well as Nordic regions, with any technical questions or problems they may have had with their software. This included, but was not limited to, installation and licensing, distribution advice for large-scale deployments, pre-and-post-sales advice and support, the creation and maintenance of documentation for our products, as well as providing remote support and/or software demonstrations where required.I was also responsible for liaising closely with our suppliers regarding new and unknown software problems that were reported within new releases, maintaining our own internal and external Knowledge Base with all known issues for Adept Scientific's packages, and making sure colleagues were aware of issues that may have affected their discussions with clients.

Working as part of a small team I provided the first point of contact for Ultra Living and Globaltopzcustomers, advising them on the various products available, and assisting them in making purchases.

Stevenage, Hertfordshire, United Kingdom

The purpose of the Service Control Team was to fully manage all high severity incidents that affected the users of the IT services provided by Fujitsu. This included estate-wide outages of applications and unscheduled server downtime, through to resolution within the Service Level Agreed timeframe.Within this role it was my job to liaise with remote technical teams, as well as Service Delivery Managerswithin Fujitsu and the client’s organisation, in order to resolve the incident, or present a plan detailing allsteps towards resolution, workaround or root cause analysis.

Bracknell, England, United Kingdom

Whilst working within Reconciliation Services for the Post Office account I was responsible for compiling various reports within the agreed SLA for the customer as well as rectifying incorrectly processed transactions by analysing daily reports to capture any financial irregularities. The role required me to work independently and proactively, and needed a keen eye for detail.

Stevenage, Hertfordshire, United Kingdom

As a member of the Comms Management Team, my responsibilities included identification of IDSN or ADSL networking faults across a UK wide customer estate and progressing the issues towards resolution to ensure restoration of site comms, ensuring the minimum possible customer disruption. This would often involve liaising with third party providers in order to ensure physical line faults were found and rectified.

Stevenage, Hertfordshire, United Kingdom

As a Level 1 Customer Service Technician my role was to assist with basic customer technical queries, assisting with both hardware and software issues stemming from counter-top software.