Will Thomas Email & Phone Number

Bridgend, GB

Pencoed, Wales, United Kingdom

Pencoed, Wales, United Kingdom

• Adhering to KPIs and OKRs, ensuring that Service Incidents and Service Requests are resolved within SLA commitments for our clients and with appropriate quality levels.
• Maintaining some of the latest Server, Desktop, and Laptop technology from industry leaders such as Dell, Apple, HP, Microsoft, Veeam, ShadowProtect and more.
• Network hardware support; including switches, routers and cutting-edge firewalls such as SonicWALL, Cisco, and UniFi.
• Managing of Email Services on premise using Microsoft Exchange and in the cloud with platforms such as Microsoft 365.
• Managing of Cloud File Hosting using various services, such as Microsoft Sharepoint, OneDrive, Azure and Google Drive.
• Supporting First Tier Support Desk Engineers through feedback, mentoring and group learning.

Bridgend, Bridgend, United Kingdom

• Keeping calm under pressure and maintaining excellent communication with stakeholders at all levels while taking ownership of and progressing incidents.
• Managing of Email Services on premise using Microsoft Exchange and in the cloud with platforms such as Microsoft 365.
• Support and Installation of line of business applications and bespoke developed software packages.
• Support and Installation and configuration of printers, scanners, and other peripherals and network equipment.
• Supporting the Support Desk Lead and Service Delivery Managers to ensure clients have a positive everlasting relationship.
• Liaising with suppliers, vendors and third-party IT companies to gather important information required to complete Support Desk tickets.

Bridgend, South Wales

• Maintaining all networks, electronic devices and computer set ups.
• Designed, built and implemented an SQL Database and user access through an App built in Visual Basic.
• Coded applications for the company, an Automation Part Generator and employee HR Application.
• Overhauled the IT Infrastructure on SAT Automations second office site.
• Implemented SAGE 50 and SAGE 200 into the business.

Bridgend, South Wales

• Assisting with recruitment of external and internal resources.
• Conducted technical and non-technical interviews for candidates.
• Assisting in completing of the temporary to permanent process for agency staff offered permanent contracts.
• Assisting with the process of recruiting staff on a Fixed Term Contract.
• Managed attendance and timesheets for all Temporary Staff.
• Assisting with the New Starter process in an efficient manner.

Bridgend, South Wales

• Collecting and diagnosing information to raise a fault call for the required company.
• Resolving faults raised in a timely and accurate manner.
• Maintaining a high First Time Fix rate, working towards and above analysts KPIs.
• Contact with internal or external teams & departments to resolve any issues.
• Handled multiple faults at once via Desk Queue Management.
• Worked to SLA expectations.

Bridgend, South Wales

• Reporting and booking fault appointments to BT Openreach, collecting the correct information on faults to update the customers when needed.
• Finding and solving technical problems/complaints that the customer has reported.
• Dealt with customer requests in a professional manner.
• Dealt with escalations and handling of complaints.
• Administration work, filing and archiving.
• Floor support for 60+ staff members of the Technical Department.

National Diploma It Practitioners, Computer And Information Sciences And Support Services

A Levels