Open to opportunities

C User

@cuser

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Enthusiastic troubleshooter with 4 years in customer support.

United Kingdom

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What I'm looking for

I am looking for a role that offers growth opportunities and a collaborative environment.

I am an enthusiastic and social troubleshooter with four years of experience in customer resolution, technical triage, and problem-solving. My journey in IT and customer support has been driven by a passion for delivering high-quality work and a commitment to resolving conflicts effectively. I have honed my skills in various roles, from a Support Engineer to a Player Support Specialist, where I have consistently demonstrated my ability to handle complex issues and provide creative solutions.

Throughout my career, I have achieved significant milestones, such as being elected as a Company Support Representative and optimizing feedback processes for first-line agents. My experience includes collaborating with development teams to mitigate downtime and conducting bi-weekly meetings with stakeholders to address urgent tickets. I am detail-oriented and analytical, always striving for excellence in my work. As I look to advance my career, I am eager to embrace management training opportunities that will allow me to lead and inspire others in the field.

Experience

Work history, roles, and key accomplishments

Current

Support Engineer (2nd Line)

Current

Ideagen

Apr 2023 - Present (2 years 2 months)

Provided technical support for customers in medical and flight industries, managing tickets, emails, and calls. Conducted troubleshooting and triage before escalating to the 3rd Line team, ensuring all relevant information was included.

Technical Support Troubleshooting Customer Service Triage Communication Stakeholder Management Problem Solving Team Collaboration

Remote Player Support Specialist (2nd Line)

Jagex

Sep 2022 - Apr 2023 (7 months)

Handled payment disputes and account issues for players, providing creative solutions and moderating player behavior. Acted as the 'Voice of the Player' to ensure issues were resolved effectively.

Customer Support Conflict Resolution Account Management Communication Problem Solving Data Analysis Fraud Detection

Client Product Support Specialist (1st Line)

Audatex

Jan 2022 - Sep 2022 (8 months)

Supported customers through various channels, diagnosing technical issues and collaborating with teams to improve resolution tools. Focused on meeting SLA targets and enhancing team efficiency.

Technical Support Customer Service SLA Management Troubleshooting Team Collaboration Documentation Communication Problem Solving

Service Desk Analyst (1st Line)

Leeds City College

Aug 2021 - Jan 2022 (5 months)

Managed IT service desk tickets from creation to resolution, conducting escalations as needed. Utilized technical knowledge for effective triage and resolved hardware/software issues directly with clients.

IT Support Ticketing Technical Troubleshooting Customer Service Communication Incident Management Active Directory Problem Solving

Application Support Analyst (Apprentice)

Symbol Services

Dec 2020 - Jul 2021 (7 months)

Liaised with customers and suppliers to resolve service requests and incidents. Maintained security standards for password resets and managed low SLA tickets effectively.

Customer Support Incident Management Triage Active Directory Communication SLA Management Problem Solving Team Collaboration

Education

Degrees, certifications, and relevant coursework

Leeds City College

Service Desk Analyst, Information Technology

2021 - 2022

Owned and progressed tickets through IT service desk from creation to resolution, conducting escalations if necessary. Monitored and raised service outage based incidents. Utilised technical knowledge to ensure effective triage, visiting clients to fix hardware and software based issues at desk where applicable.

Symbol Services

Application Support Analyst (Apprentice), Information Technology

2020 - 2021

Liaised between customers and 3rd party suppliers to meet SLA’s and take tickets to resolution. Conducted incident and service request triage through incoming emails, calls and self service. Maintained password reset security standards by querying customer security identification and resolving through Active Directory.