Promoted to the role of senior site engineer in 2018 where I started to provide support and cover in absence of the EMEA manager. This included supporting and managing major incidents within EMEA, analysis on SLA’s and KPI’s and driving improvements within the team. I guided and set an example for the team helping us to maintain high standards and achieve excellent results.Key Responsibility● Provide 1st/2nd level support within SLA● Local and remote stock management● Provide advice on basic use of company hardware and software● Training company new hires● Work with and escalate issues to 3rd level when required● Major Incident Management● Maintain and improve department NPS● Global Project delivery

Solely responsible for all local IT site operations (1st/2nd level) in the UK (120+ employees) and providing support to the Latin American region remotely and supporting the 14+ sites across EMEA. This includes regular meetings with business stakeholders, organising training sessions, managing helpdesk requests, new projects and initiatives, creating and updating knowledge base articles and process documents, stock management, delivering global projects● Providing 1st/2nd level support● Maintaining SLA’s and KPI’s● Host training for new starters● Support European initiatives and projects

Export specialist. This involved supporting complex regions with high value orders. I was trained in the administration of letters of credit orders, ensuring all the required legal and export paperwork was completed with a very high level of detail. I worked closely with our regional headquarters on creating processes and documentation for exporting to the Middle East and Eastern Europe, completed several external training courses on export and dangerous goods shipments.Key Responsibilities● Maintaining high standards and attention to detail● Work within department SLA’s and KPI’s● Create and update work instructions● Work with external parties for non-standard exports● Strong knowledge of export requirements in and out of Europe and the Middle East● Support the administration team

Responsible for shipping orders to customers all across Europe. Key Responsibilities● Maintaining department SLA and KPI’s● Shipping customer orders● Inventory Cycle Count● Understanding of medical device regulations for export● Work with and support customer service teams