• Supporting 3000+ users within a team of 8 • Assisting local and remote staff with technical problems including/desktop/laptop/server software, hardware and network issues• Managing requests and incidents within agreed timescales (company SLA’s)• Analysing problems, researching potential solutions, isolating issues and escalating complex problems to senior technical staff• Escalating to and liasing with 3rd party suppliers, monitoring call activity and closing calls in designated call logging system (currently Service Now)• Maintaining, analysing, trouble shooting and repairing computer systems, hardware and peripherals• Supporting and maintaining user account information including permissions, security and systems groups using Active Directory (Setting up new users accounts and profiles and dealing with password resets)• Ability to quickly analyse and narrow down the problem and to convey technical solutions in a clear and concise manner• Undertaking analysis, diagnosis and resolution of client problems via phone, email and face to face contact• Ensuring any incident raised is logged correctly within Service Now • Maintaining an 80% plus first time fix rate • Troubleshooting network issues such as ADSL broadband issues, server issues and setting up Cisco router configurations• Working in an Information Technology Infrastructure Library environment• Taking ownership of around 50 incidents a day via calls, emails and face to face loggings

• Achieving and exceeding personal sales targets, whilst supporting team members in order to achieve collective store success• Engaging with customers on a personal level, to understand which products suit them best, further enhancing my interpersonal skills • Building rapport with customers which helped develop my interpersonal skills • Very flexible, working different shift patterns and weekends at a short notice to meet the needs of the business• Restoring faulty equipment where possible, which developed my problem solving skills; identifying issues and potential solutions• Serving up to 100 customers a day, both on the store front and over the phone in a fast paced environment, maintaining professionalism throughout • Completing all my daily tasks in a timely fashion enabling efficient time managementBeing able to adequately fulfill my sales consultant role, I was further given duties outside of this job role typical of a Deputy Manager which included;• Managing general office administrative tasks which included filing, labelling and scanning documents • Overlooking new starters as they served customers• Ensuring store standards are implemented within the store presentation• Organising stock and marketing across both stores to increase sales and business• Logging insurance claims onto the system and completing stock counts at the end of every day• Managing store consultants to make sure they hit their daily targets, in turn maximising the shops potential gross profit and excelling store targets• Participating in conference calls to discuss our stores targets and our plans to meet them, aiding good communication between stores

• Balancing serving customers with general store duties• Interacted with many customers including VIP’s whilst maintaining excellent customer service during the 2012 Olympic period • Advising potential customers of the best product to suit their individual needs• Processing orders and refunds which required both responsibility and attention to detail• Working on tills when needed and managing crowds in an orderly fashion during the busiest trading period • Constantly achieving and exceeding my monthly sales targets• Working different shift patterns, and working effectively against a given timeline