About

Work Experience

• Product Specialist, 

  Jul, 2018 - Present

• Application Support Consultant, 

  Jul, 2016 - Jul, 20182 years

  I'm a member of the support team, providing both front- and back-end support for our main Time and Attendance/Reporting product offerings as well as legacy software.

  My responsibilities include:
  Assisting clients with use of the front-end of the various products, including remote hardware support
  Supporting the Consultant team and providing relief cover for internal IT
  Configuration changes (both product and environment)
  Upgrades to both SaaS and self-hosted products
  Deployments to testing environments
  Data health maintenance
  Troubleshooting and resolution of data-related issues
  Maintenance of internal documentation

  I regularly use the following tools:
  MS SSMS (2008 - 2014)
  Multi-table select statements including CTEs and other recursive methods, as well as cross-DB comparisons
  Update and delete statements as part of data health maintenance and support
  DB backups/restores and reproduction to other environments
  Some DB administration
  Firebird (2.5) DBMS
  Linux Busybox
  Windows Services

  In addition I use the following:
  Powershell
  IIS

• Software Support Consultant, 

  Jun, 2014 - Jul, 20162 years 1 month

  I am the senior Support Consultant for the company, providing support both to clients and internally.

  My responsibilities include:
  System implementation including configuration, data imports, branding
  Front-end support inc. troubleshooting, ad-hoc training, requirements gathering for custom work and more
  Back-end support inc. bulk data change requests, after-sales configuration and more
  Internal support inc. pre-sales queries, training queries, desktop support
  Sanity-checks on some changes to the product
  Product Suggestion gathering and communication
  Client training via remote screen sharing

  I’ve built a solid relationship with many of our frequent callers and have often been named in positive client feedback that the Account Management team gathers regularly.

• Functional Support Analyst - First Line, 

  Sep, 2010 - Jun, 20143 years 9 months

  Providing initial support contact to clients regarding our (or our partners') HR, expense and recruiting software packages via phone, email, LiveChat and screen-sharing technologies.

  Due to company requirements I also provide second line support where required.

  Support takes the form of troubleshooting, training and completing arranged work packets (re-configuration, data entry, report creation) as required.

  We also provide a level of support internally.

• Sales Person, 

  Mar, 2009 - Sep, 20101 year 6 months

  Sales, seasonal promotion setup, cleaning, stock checks, re-calls, stock replenishment and display dressing.

• Sales Consultant, 

  Apr, 2008 - Sep, 20085 months

  Training new staff
  Building display equipment/furniture
  Basic shop maintenance
  Taking in deliveries
  In-store repairs on Customers' equipment, as well as the loan equipment
  Floor sales
  End-of-Day procedures, including cashing-up

• Sales Consultant, 

  Oct, 2007 - Apr, 20086 months

  Customer Relations, including Sales and Complaints
  Taking in deliveries
  Cashing-up
  Stock audits

• General Assistant, 

  Oct, 2006 - Oct, 20071 year

  Floor sales
  Taking in deliveries
  Stock checks
  Building and maintaining equipment/furniture (client and display)

• Play Worker, 

  Jul, 2005 - Dec, 20061 year 5 months

  Provision of care and activities for children with learning difficulties and their siblings on Saturdays.

Skills

Education

Volunteer Work

Interests

References