Simon Younger Email & Phone Number

Chester-Le-Street, England, United Kingdom

Tanfield Lea, England, United Kingdom

Gateshead

As a Client Service Manager I provide a superior level of service management to key clients(s) both directly and indirectly to ensure client retention and growth. I also contribute to the Client Service Management strategic plan to ensure continuous service enhancements are identified and delivered in alignment with the overall Pulsant strategy.

Harelaw, Stanley, County Durham

* Implementation of objectives set by senior management.* Uphold the company’s values of safety, quality and performance.* Providing support and guidance on ICT related procedures and policies.* Listening to any problems and feeding issues back to senior managers.* Coaching employees in developing their ICT skills and knowledge, including providing opportunity for employees to learn new skills.* Lead teams from other departments in solving ICT problems… Show more * Implementation of objectives set by senior management.* Uphold the company’s values of safety, quality and performance.* Providing support and guidance on ICT related procedures and policies.* Listening to any problems and feeding issues back to senior managers.* Coaching employees in developing their ICT skills and knowledge, including providing opportunity for employees to learn new skills.* Lead teams from other departments in solving ICT problems and procedures.* Planning of ICT related schedules and activities.* Adopt Continuous Improvement approach to ICT functions and procedures. Show less

Gateshead

* Resolving user’s IT issues within a 24 hour SLA * Documenting fixes for known problems within Manage Engine. * Supporting 1st line in task’s and helping to develop their skills* Being a point of escalation for 1st Line * Daily server checks every morning * Setup of company mobiles and handset on VMWare Airwatch * Working on IT projects as required by management possibly requiring secondment. * Fixing hardware issues ranging from broken… Show more * Resolving user’s IT issues within a 24 hour SLA * Documenting fixes for known problems within Manage Engine. * Supporting 1st line in task’s and helping to develop their skills* Being a point of escalation for 1st Line * Daily server checks every morning * Setup of company mobiles and handset on VMWare Airwatch * Working on IT projects as required by management possibly requiring secondment. * Fixing hardware issues ranging from broken PC’s, Laptops, Apple Mac’s, iPads, Servers, Printers etc. * Working as part of the 2nd Line team, helping colleagues and supporting on a daily basis. * The ability to take ownership of an issue from beginning to resolution and adapt skills and knowledge as required. Show less

* IT support to Edinburgh City Council/Edinburgh Local Education Authority * Working as part of an integrated team supporting customers * Logging each incident and resolving within SLA * Completing requests from customers in a timely manner * Remotely logging onto customer’s environment as required * Dealing with 3rd party suppliers as necessary * Responding to customer queries/issues by phone and email * Escalating incidents to the… Show more * IT support to Edinburgh City Council/Edinburgh Local Education Authority * Working as part of an integrated team supporting customers * Logging each incident and resolving within SLA * Completing requests from customers in a timely manner * Remotely logging onto customer’s environment as required * Dealing with 3rd party suppliers as necessary * Responding to customer queries/issues by phone and email * Escalating incidents to the relevant departments Show less

Team Vally - Gateshead

* Supporting customers with their IT issues * Meeting SLA's and targets* In-house Hardware and Software Install/Upgrade/Repair* Helping apprentices when required* Escalating as required* End User education if requested/as needed.

Houghton-Le-Spring

Service Function: • Implement relevant ITIL principles• Installations & work in progress awareness• Engineer resource co-ordination and scheduling inc. calendar entriesHelp Desk function:• Triage and dispatch service and support tickets using resources efficiently• Ensure that all calls are updated with meaningful/informative information to form part of a knowledgebase• Monitoring engineers time entries• Expedite tickets where… Show more Service Function: • Implement relevant ITIL principles• Installations & work in progress awareness• Engineer resource co-ordination and scheduling inc. calendar entriesHelp Desk function:• Triage and dispatch service and support tickets using resources efficiently• Ensure that all calls are updated with meaningful/informative information to form part of a knowledgebase• Monitoring engineers time entries• Expedite tickets where possible• Helpdesk training• Assist with Help Desk optimisation• Helpdesk call resolution, completing typically administrative type tasks• Completing other administrative tasks where requiredAny other duties that form part of the overall role Show less

Durham, United Kingdom

• To form part of the Help Desk Call escalation process to diagnose and resolve service/support calls.• Solutions Planning & Implementation through to completion (liasing with Sales account managers, any 3rd parties and the customer).• Preparation & Commissioning of Hardware & Software.• Evaluate new Technologies when required.• Working within a team environment to provide technical assistance and guidance to colleagues in order to deliver a high level of service… Show more • To form part of the Help Desk Call escalation process to diagnose and resolve service/support calls.• Solutions Planning & Implementation through to completion (liasing with Sales account managers, any 3rd parties and the customer).• Preparation & Commissioning of Hardware & Software.• Evaluate new Technologies when required.• Working within a team environment to provide technical assistance and guidance to colleagues in order to deliver a high level of service & support to the customer.• Liasing with Sales to provide Pre & Post Sales technical advice/assistance in order to confirm the technical validity of proposed solutions.• Any other duties within the jobholders experience or training. Show less

Newcastle Upon Tyne, United Kingdom

A summary of what the role encompassed - • Responding to basic to complex inquiries of a technical nature through case management.• Knowledge of SAN/WAN/NAS systems and configurations• Advanced knowledge in NetApp products ranging from SnapMirror/Manager for UNIX, SQL, Exchange, VMware and ONTAP storage systems.• Leveraging internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective… Show more A summary of what the role encompassed - • Responding to basic to complex inquiries of a technical nature through case management.• Knowledge of SAN/WAN/NAS systems and configurations• Advanced knowledge in NetApp products ranging from SnapMirror/Manager for UNIX, SQL, Exchange, VMware and ONTAP storage systems.• Leveraging internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.• Following appropriate escalation path to resolve technical issues from customers.• Greeting customers in a courteous, friendly, and professional manner using agreed upon procedures.• Listening attentively to customer needs and concerns; demonstrate empathy.• Documenting case history accurately.• Communicating in a clear and effective manner, both verbally and in writing to ensure high quality and timely resolution of customer requests.• Participating in activities designed to improve customer satisfaction and business performance.• Maintaining a broad and in-depth knowledge of client products and services. Show less

Newcastle Upon Tyne, United Kingdom

A brief summary of what the role encompassed - • To support and develop the technical infrastructure and business systems (including server configuration, networking, end user support using remote tools and assistance service for desktop equipment and business applications, setting up new users taking off users etc.• Rook Matthews Sayer website management• Management of printers/copiers etc. throughout the company• Management and implementation of company… Show more A brief summary of what the role encompassed - • To support and develop the technical infrastructure and business systems (including server configuration, networking, end user support using remote tools and assistance service for desktop equipment and business applications, setting up new users taking off users etc.• Rook Matthews Sayer website management• Management of printers/copiers etc. throughout the company• Management and implementation of company policies for systems/procedures in relation to day to day IT usage.• Ensuring implementation of IT security policies e.g. data protection, software licensing agreements etc.• Installation/Administration of 8+ Microsoft Servers• Management of company Nortel IP Phone system and mobile phones/ directors blackberry’s etc.• Management of all hardware and software throughout the company• Liaising with 3rd Party companies regarding support contracts, new systems, software and technology and working alongside them to provide services needed.• Management of backup facilities (in conjunction with support company)• Travelling to any of the 16 branches to support and train staff as required• Meeting with Directors regarding support needed and implementing new technology as requested by me and to deliver support and training to staff.• To make sure all End Users adhere to all company codes and procedures at all times. Show less

Sunderland, United Kingdom

A short summary of what the role encompassed -• Supporting customers with handset/mobile broadband problems• Keeping up to date with all aspects of mobile/media/communication technology• Raising ATLAS reports for failing cell sites and services• Diagnosing faults with equipment and services• Taking ownership of customer problems and making sure it is resolved fully.• Setting up e-mail accounts on handsets ranging from Android, Apple to Blackberry… Show more A short summary of what the role encompassed -• Supporting customers with handset/mobile broadband problems• Keeping up to date with all aspects of mobile/media/communication technology• Raising ATLAS reports for failing cell sites and services• Diagnosing faults with equipment and services• Taking ownership of customer problems and making sure it is resolved fully.• Setting up e-mail accounts on handsets ranging from Android, Apple to Blackberry and many more. • Blackberry/Apple/Windows/Android Mobile expertise• Setup of mobile broadband on a multitude of operating systems ranging from Windows to Apple OSX.• Setup of handset software on a multitude of platforms ranging from Windows to Apple OSX• Setup of Blackberry devices on BIS and BES servers• Using/Setup of customer handsets as mobile broadband modems• Advanced fault diagnosis and solution implementation• Support and advice with all multimedia and data enquiries Show less

Greencroft, Stanley County Durham

A short summary of what the role encompassed - • Project Management of IT developments, systems and facilities.• Managing and Improving support strategies • Installing/Maintaining/Supporting all workstations and servers in a 600+ user site• Enforcing County Council and End User policies• Maintenance and installation of all devices and peripheries • Training End Users in systems and software• Installation/Maintenance of LAN/WAN cabling… Show more A short summary of what the role encompassed - • Project Management of IT developments, systems and facilities.• Managing and Improving support strategies • Installing/Maintaining/Supporting all workstations and servers in a 600+ user site• Enforcing County Council and End User policies• Maintenance and installation of all devices and peripheries • Training End Users in systems and software• Installation/Maintenance of LAN/WAN cabling, hubs and switches• Answering technical queries fast and efficiently• Liaison with 3rd Party Suppliers and Support• Line Management of Support Technician• Server backup every night, all logged and checked daily• Installation/Maintainance/Support of all communication facilities (email servers and telephone systems) Show less

Durham, United Kingdom

Same as previous ICT Technician roles.

Durham, United Kingdom

A brief overview of the role and what it encompassed -• Installing/Maintaining/Supporting all workstations and servers in a 600+ user site• Maintenance and installation of devices and peripheries • Managing and Improving support strategies• Installation/Maintenance of LAN/WAN cabling, hubs and switches• Answering technical queries fast and efficiently• Liaison with 3rd Party Suppliers and Support• Enforcing School and End User policies

Durham, United Kingdom

A brief overview of the role and what it encompassed -• Installing/Maintaining/Supporting all workstations and servers in a 600+ user site• Maintenance and installation of devices and peripheries • Managing and Improving support strategies• Installation/Maintenance of LAN/WAN cabling, hubs and switches• Answering technical queries fast and efficiently• Liaison with 3rd Party Suppliers and Support• Enforcing School and End User policies