Simply Dal
@simplydal
I support SaaS customers through onboarding, training, troubleshooting, testing, and software issue resolution.
United KingdomWhat I'm looking for
At Post N Packages, I support customers using the Smart Track software platform, from account setup and onboarding through troubleshooting, training, and ongoing remote support.
I deliver live software demonstrations via Microsoft Teams, create user guides, and log, prioritise, and escalate technical issues to development teams. I also test fixes, updates, and enhancements before release, including manual and regression testing.
Previously, I provided 3rd-line application support for financial and insurance software at SSP, investigating complex issues with SQL, supporting releases and UAT, and mentoring junior support staff. My experience also includes test analysis at Equipos, where I carried out acceptance, regression, exploratory, and performance testing.
Across customer support, service desk, and software testing roles, I focus on helping users get value from systems while working closely with developers and internal teams to resolve issues clearly and efficiently.
Experience
Work history, roles, and key accomplishments
Customer Support & IT Support Analyst
Post N Packages Ltd
Oct 2018 - Present (7 years 11 months)
Provide technical support for the Smart Track software platform, onboard new customers, deliver demonstrations and training, and test system fixes before release.
Social & Marketing Executive
Asiana Clothing Ltd
Feb 2015 - Oct 2018 (3 years 8 months)
Managed customer communications and coordinated marketing campaigns, producing digital content and supporting business administration.
Customer Service Team Leader
Post N Packages Ltd
Jun 2014 - Feb 2015 (8 months)
Provided 2nd and 3rd line customer support, delivered software training, tested system upgrades, and created operational procedures.
Test Analyst
Equipos Ltd
Sep 2011 - Jun 2014 (2 years 9 months)
Conducted manual testing across the software development lifecycle, created test scripts, logged defects, and supported UAT.
Senior Support Analyst
SSP – Software Solutions Partners
Sep 2004 - Sep 2011 (7 years)
Provided 3rd line application support for financial and insurance software, investigated issues using SQL, and coordinated UAT with customers.
Incident Handler
Cap Gemini
May 2004 - Sep 2004 (4 months)
Provided first-line IT support for over 5,000 users and managed incidents using ITIL service management processes.
IT Service Desk Analyst
Cadbury Schweppes
Sep 2003 - May 2004 (8 months)
Supported business applications and users within SLA targets.
First Line Support Analyst
T-Systems
Jun 2002 - Sep 2003 (1 year 3 months)
Provided first-line support for software and hardware issues.
Customer Adviser
The Woolwich PLC
Jul 2000 - Jun 2002 (1 year 11 months)
Provided customer service, administration, and documentation support.
Pharmacy Assistant
Gee Pharm Chemists
Feb 1998 - Sep 1999 (1 year 7 months)
Managed stock, provided customer service, and maintained records.
Education
Degrees, certifications, and relevant coursework
De Montfort University
BSc (Hons), Computer Information Systems
Grade: 2:2 (59.5)
BSc (Hons) in Computer Information Systems with a 2:2 (59.5) classification.
ITIL
ITIL Foundation, IT Service Management
ITIL Foundation certification covering incident management and service desk practices.
CCRP
Junior Sports Leadership Award, Sports Leadership
Junior Sports Leadership Award (CCRP JSLA).
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Skills
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