I produce, edit & present video content for Music for Global Change Broadcast our YouTube platform. Which shows T.V style interviews with music producers, singer/songwriters & other individuals.

Co-present Co-direct/produce radio shows also film and edit them for our YouTube channel

• Investigations into issues using remote assistance and in depth fixes from configuring applications to recreating profiles.• Completion of request work in multiple request tools e.g. EURC and RSAM.• Monitoring and resolution of problem tickets via various methods including Phone, Peregrine, Vulcan and LiveChat.• Take resolution through completion to route cause ensuring no reoccurrences.

• Providing IT customer support at all levels within the company.• Maintaining a 70% first call resolution rate.• Quickly and accurately pinpoint the source of technical issues both generic and individual to each user.• Updating and creating new knowledge documents for use in JPMC Tech Help, this is the knowledge database used to find fixes and support information on the relevant issue.• Team Leader role responsible for viewing shift coverage, identifying areas of impact and improvement.• Nice Evaluator Quality Assurance role. This involved monitoring agents calls and scoring there performance under strict guidelines. • 24/7/365 coverage on Mainframe, Midrange and Operations as part of dedicated 3 person team, with sole responsibility for out of hours cover for the EMEA region.• Maintaining consistency and following procedures for each type of call along with awareness of changes which could impact the business.• Being responsible for training new agents and developing their skills by teaching and mentoring them to enhances their performance. Being someone called on for new hires to shadow and give guidance too. • Identifying issues that impact users and SLA’s e.g. Technical Issues, Outages, Priority Issues.