Stephen Marshall Email & Phone Number

Southport, Gb

Southport, Gb

Wigan, England, United Kingdom

As a Service Desk Team Leader supporting multiple customers with diverse technological needs, my duties include:1. Team Leadership: Leading a team of support staff, ensuring they are equipped with the necessary skills and resources to effectively address customer issues.2. Customer Support: Providing high-quality support to customers across various industries, understanding their unique requirements, and delivering tailored solutions to meet their needs.3. Incident Management: Managing the resolution of technical issues and incidents promptly and efficiently, minimizing downtime and disruptions for customers.4. Resource Coordination: Coordinating resources and allocating tasks effectively within the team to ensure timely resolution of customer queries and issues.5. Technology Expertise: Maintaining up-to-date knowledge of a wide range of technologies used by customers, enabling me to provide accurate and relevant assistance.6. Communication: Establishing clear lines of communication with customers to keep them informed about the status of their requests and ensure transparency throughout the support process.7. Continuous Improvement: Identifying areas for improvement in processes, workflows, and customer satisfaction, and implementing strategies to enhance service delivery and efficiency.8. Training and Development: Providing ongoing training and development opportunities for team members to enhance their skills and knowledge, ensuring they are equipped to handle evolving customer requirements.

Wigan, England, United Kingdom

As a Subject Matter Expert (SME) in IT Support, I was the go-to resource for specialized knowledge and guidance within my domain on the Service Desk. My role revolved around providing expert-level assistance and solutions to complex technical challenges, ensuring the delivery of top-notch support services to our clients. With a deep understanding of Evolve's products, services, and technological infrastructure, I was committed to driving excellence and innovation in every aspect of IT support.As an SME at Evolve, I was dedicated to delivering exceptional support services, driving innovation, and exceeding client expectations in the ever-evolving landscape of IT support.Responsibilities:Provide specialized expertise and guidance in various aspects of technology and customer support.Analyze and resolve complex technical issues, leveraging advanced problem-solving skills and innovative approaches.Design and deliver training programs to equip support teams with the necessary skills and knowledge to excel in their roles.Stay updated on the latest industry trends, emerging technologies, and best practices to foster a culture of continuous learning and innovation.Ensure the quality and accuracy of technical solutions and support services through meticulous review and evaluation.Collaborate with cross-functional teams to align technical strategies and solutions with client requirements and organizational objectives.Contribute to the development and maintenance of knowledge resources and documentation to facilitate informed decision-making and knowledge sharing.Provide mentorship and leadership to junior team members, fostering their professional growth and development within the IT support domain.Collaborate with senior leadership to drive strategic initiatives aimed at enhancing Evolve's competitive edge and service offerings.

Preston, England, United Kingdom

As a Subject Matter Expert (SME) in IT Support, I was the go-to resource for specialized knowledge and guidance within my domain on the Service Desk. My role revolved around providing expert-level assistance and solutions to complex technical challenges, ensuring the delivery of top-notch support services to our clients. With a deep understanding of Evolve's products, services, and technological infrastructure, I was committed to driving excellence and innovation in every aspect of IT support.As an SME at Evolve, I was dedicated to delivering exceptional support services, driving innovation, and exceeding client expectations in the ever-evolving landscape of IT support.Responsibilities:Provide specialized expertise and guidance in various aspects of technology and customer support.Analyze and resolve complex technical issues, leveraging advanced problem-solving skills and innovative approaches.Design and deliver training programs to equip support teams with the necessary skills and knowledge to excel in their roles.Stay updated on the latest industry trends, emerging technologies, and best practices to foster a culture of continuous learning and innovation.Ensure the quality and accuracy of technical solutions and support services through meticulous review and evaluation.Collaborate with cross-functional teams to align technical strategies and solutions with client requirements and organizational objectives.Contribute to the development and maintenance of knowledge resources and documentation to facilitate informed decision-making and knowledge sharing.Provide mentorship and leadership to junior team members, fostering their professional growth and development within the IT support domain.Collaborate with senior leadership to drive strategic initiatives aimed at enhancing Evolve's competitive edge and service offerings.

Preston, England, United Kingdom

As a 1st Line IT Support Engineer supporting multiple customers, my role was multifaceted and demanded a high level of technical proficiency, customer service skills, and adaptability.Primary Point of Contact: Serve as the initial point of contact for customers' IT-related issues, inquiries, and service requests. Promptly address incoming requests via various communication channels such as phone, email, or ticketing system.Technical Troubleshooting: Provide timely and effective technical support to diagnose and resolve issues encountered by end-users across diverse IT environments. This includes troubleshooting hardware, software, network connectivity, and peripheral problems.Ticket Management: Manage support tickets efficiently using a ticketing system, ensuring accurate documentation of reported issues, tracking resolution progress, and adhering to defined SLAs for response and resolution times.Remote Support: Utilize remote access tools and techniques to deliver remote assistance to customers, resolving issues without the need for physical presence onsite. This enables swift problem resolution and minimizes downtime for end-users.Multi-Client Environment: Adapt to the unique IT environments, policies, and procedures of multiple customers, demonstrating versatility in navigating different infrastructures, software applications, and business requirements.User Training and Education: Provide basic user training and guidance to empower end-users in effectively utilizing IT systems, applications, and tools. Educate users on common IT issues, best practices, and self-help resources to enhance their IT literacy and reduce reliance on support.Adherence to Service Standards: Adhere to service delivery standards, policies, and procedures established by the MSP, ensuring consistent and high-quality support across all customer engagements. Strive for continuous improvement in service delivery processes and customer satisfaction metrics.

Southport, England, United Kingdom

Began by washing dishes and kitchen equipment and cleaning customer tables. Moved my way to being the restaurant Chef and managing a group of people in different areas of the restaurant.

Southport, England, United Kingdom

Overnight Shift

Bsc (Hons), Computing And It, 2:1 Honours

Higher National Diploma (Hnc + Hnd), Computer Systems & Development, Merit

Btec Level 3 Extended Diploma, Computer Science, Distinction, Distinction, Merit

Achieved DDM in my BTEC Computer Science level 3 Ext Diploma.

Education record