At Ratcliff.IT, I coordinate service desk operations across multiple client organisations, triaging and prioritising support requests against 12-minute response targets. I also provide hands-on troubleshooting and help identify process gaps.
I contributed to onboarding automation that reduced new user setup time from 1 hour to 15 minutes, and introduced dashboard enhancements to improve visibility of outstanding and ageing tickets.
At Gearset, I supported clients using Gearset and Salesforce CRM, resolving validation and code errors and escalating application bugs. My work included helping reduce customer issue resolution time by 20% through a new in-app chat support system.
At Ontrack Management Solutions, I supported users of the Ontrack application, maintained its support site and knowledge base, and contributed to ISO27001 implementation. Earlier, at Barnet Council, I developed Excel data validation methods and streamlined a financing request workflow, reducing processing time by 30%.
