Trevor A. Email & Phone Number

Taplow, England, Gb

United Kingdom

• Looking after the customer support team – leading morning stand-ups; helping with prioritising workloads and tickets. Delegate tasks when needed but take on some of the complexes escalated issues. Supporting tickets so they are completed to a high standard and within SLA. • Customer account manager to key accounts. • Providing 1st & 2nd Line Tech & Application support. Mentoring colleagues and updating the internal knowledge base for incidents. • Monitoring applications and processes for any potential issues• Raising debug requests and working with the Dev & Product teams on problems to drive resolutions• Communicating with clients to establish regular updates for high-priority issues• Creating and adding content to the internal knowledgebase• Participating in client and internal meetings• Using SQL to identify data discrepancies• Investigating data-related issues and checking platforms to ensure data accuracy is up to the mark• Providing product training for new staff• Supporting in-house software with its Crystal Reports 8.5 & 2008 reporting suite• Create product documentation to be used on the online support portal• Experienced in building Windows VM in Microsoft Azure, installation, configuration and maintenance of Active Directory, Exchange, SQL and Office 365• Product Support for SQL/Web/Cloud/Mobile based products

United Kingdom

• Maintaining our existing customer and Azure-hosted solutions, migrating our existing manual deployment practices to fully automated procedures• Designed and implement a new automated upgrade and deployment procedures• Maintained the “automation library” in line with the infrastructure requirements of our evolving solutions • Managed deployments to our QA and Production, code & configuration. • Implemented a new version control and access control for configuration files • Performed manual deployments where automated solutions were not available.• Design new automation solutions for existing manual deployments• Responsible for providing IT services and support to staff• Managing, tracking and resolving incidents logged using Jira Service Management • Re-imaging desktops/laptops with Windows 10 build

High Wycombe

• Effectively provides technical support through Remote access, over-the-phone and email correspondence• Maintain close-loop communication between all appropriate individuals and are notified of ongoing issues and problems resolution status• Conduct conference calls with customers to review weekly or monthly system performance or to provide updates• Experienced in building Windows VM in Microsoft Azure, installation, configuration and maintenance of Active Directory, Exchange, SQL and Office 365• Installation of standard IT systems & peripherals (Windows & Mac). Deployment, configuration and support of these devices• Building SQL Server, IIS on client-server application installation• Look after System installation/configuration issues related to LAN, adding DNS and File Servers• Check Windows Server Performance logs, system stats, and DB error Logs & investigate the issues.• Maintain and support IAAS, Hardware, Software Installation and Troubleshoot• Coordinate with Professional Services and Business Partners during project implementation, updates and troubleshooting.• Ensure the Security framework for services is adhered to• Maintained and supported 70+ extremal customers via email, phone, remote connection and in-person. Providing 1st, 2nd & 3rd line support.• Take ownership of project work, environment upgrades or changes, new installs or migrations of DA Systems products

Bourne End

• Maintain thorough knowledge of the DA Systems suite of software solutions• Produce and update internal and customer-facing documentation clearly and precisely• Understand customer requirements and recommend product features and benefits• Responded to technical concerns quickly and effectively devised solutions• Responsible for supporting both our hosted and customer-hosted software solutions• Take ownership of escalated issues and see them through to the conclusion• Take ownership of project work, environment upgrades or changes, new installs or migrations of DA Systems products• Communicating with Directors, IT Managers & Engineers supporting technical queries and installations• Using JIRA to help with bug tracking and monitor product development• Providing technical and functional support to client-side technical teams and end-users at 2nd line level• Provide 2nd line support escalation from the 1st line team

Bourne End

Responsible for handling any incoming customer support phone calls, performing basic troubleshooting using certain resources, and if needed, elevating issues to Senior Application Support Analyst.• Supporting Clients with a Bespoke Application on a 1st and 2nd basis.• Maintaining a good rapport with internal and external customers daily• Managing day-to-day operations and backups of clients’ data.• Experience and understanding in querying databases with SQL and analysing problems with the data.• Provide validated technical information, support process instructions and special support requirements according to the users.• Take ownership of escalated issues and see them through to the conclusion.• Maintaining a closed-loop communication assuring all appropriate individuals are notified of ongoing issues and problem resolution status.• Perform LAN, Wireless network (WPAN, Wi-Fi, WLAN and Broadband) installations and implementations, Inc. equipment racking and cabling.• Familiarity with the use of SQL Server Management Studio• Mentioning 1st-line team members

Slough, United Kingdom

• Managing a portfolio of accounts.• I am primary first contact for these your key clients.• Using contacts to generate new business.• Engaging in project management duties such as writing reports and progress stats.• Delivering presentations.• Attending meetings with clients.• Maintaining a good relationships with clients.• Mentor and offer direction and support to staff, ensuring the team have the correct level of skills to ensure fulfilment the tasks within the account.• I monitor and review the processes regularly to ensure smooth running of the account, making changes when needed.• I do upmost to ensure our clients receive the best service that myself and the company can provide

Windsor, Berkshire

• Provide 1st/2nd line technical support (software and hardware).• I am first point of call for all Acer issues including diagnosing, upgrading, configuration and engineer support.• Liaising and working with area team leaders.• Managing part distribution.• Providing and keeping relevant records on Acer repair jobs.• Communicating and being the main person for customer relations.• Resolving incidents within an acceptable time frame but an effective way that runs alongside Acer guidelines.• Induct new call centre agents, supporting and being a positive role-model to the role.• Regularly update and amend relevant process documents to support engineers and the command centre. • Keeping staff computers up to date with software and hardware upgrades. • Working with 3rd party contacts.• Rebuilding desktop/laptop and applying software and configurations for user. • Patching and configuring the office network.

Colnbrook, Slough

Provide 1st line/2nd software and hardware support to large corporate companies by remote access or Onsite assistance.Dell Certified System Expert - Workstations, Notebooks, Printers, Servers, & DesktopsDiagnosing and Replacing partsSupporting and mentoring other engineers.Maintaining and troubleshooting business softwareBreak fixing for Laptops, & Desktops.Performing to high demanding SLA (Service Level Agreement)Experience in the following

Tolworth, Chessington

Dell Certified System Expert - Notebooks, Desktops.Diagnosing and Replacing partsWorking to all Health and Safety proceduresPerforming to high demanding SLA (Service Level Agreement)Updating Repair comments and ordering parts for the repairs on SAP.

Epsom

Arranging for packaging, transportation, and/or delivery of goods.Responsible for maintaining space, equipment, and supplies.Responsible to provide Health and Safety guild lines to members of staff.Installation of equipment to SONY's standards.Conducting or periodic special inventory audits and reconciled physical countsDeveloping recordkeeping procedures and managed appropriate department records in accordance with applicable regulations, policies, and standardsPerforming miscellaneous job-related duties as assigned

Sutton, United Kingdom

Responsible for providing products to customers in an efficient and timely mannerInvolved with inventory, transfers, and product rotationResponsible for providing a high level of customer service

Nvq, Networking (Ccsn)

Gnvq Intermediate, Information Technology

Gnvq Foundation, Information Technology