Leeds, England, United Kingdom
A diligent person who is approachable, adaptable and conscientious, works well under pressure and always determined to try hard, well organized, trustworthy with a particular talent for establishing rapport with people. I have a technical aptitude and can work on my own initiative or as part of a team.
Currently I manage a team of 5 that provides onsite support of Emovis bespoke Applications, this also includes the End to End testing and deployment of software upgrades and websites releases. The management of staff includes monthly 121's, Quarterly reviews, Management of training requirements. Testing team members work with our DBA's to understand the business requirements to our bespoke software updates which could include a redesign in how the software works. Testing team then work with our development team to test and ensure that any changes made are as expected by business design by developing planned test cycles. My job is to ensure that all this sits within the planned timescales and that all projects and completed within that scope.
Purple Square Consulting are leading experts in the delivery of Watson Marketing services and solutions to end-user clients, Marketing Service Providers and Global Systems Integrators. Our professional services range from project planning through solution design to technical and commercial delivery, training and support of the optimal IBM Watson Marketing solution for organisations of all sizes.
- 2rd level technical assistance to print, LFD & LED partner engineers (Office Automation partners) o Telephone enquiries o Issue Track tickets - Escalation of the above where the issue cannot be resolved; ensure high quality and detailed information is in the escalation ticket - Pass on print, lfd & led technical knowledge to other members of the team both informally and via planned training events in conjunction with Samsung - Provide ad hoc reports to Samsung in order to help improve the overall service. For example; specific OA engineers requiring training in order to reduce future support request volume - Attend occasional meetings in Samsung (various locations) for meetings and training. - Working in conjunction with line manager and Samsung to review KPIs and key statistics to further develop the support process - Work with Samsung B2B service team in compilation of (and support through) o Responses to customer facing FAQs o Service Bulletins & Tech Tips - In conjunction with Samsung B2B service team, develop training material to support the education effort for Approved Service Centres, Call Centre Staff and Enterprise Customer technical staff - Close liaison with relevant B2C Product Support Managers and B2B Support Managers to ensure consistent understanding of technical issues and manage/communicate the commercial impact to key stakeholders. - Regular visit to end users to continuously build healthy relationship with Samsung
- Direct Support on MIS Technique Printing Software using Salesforce to log resolve and maintain personal and team support queues - Supporting users worldwide on software products like CRM, Sales Enquires, Estimating, Order Management, Production Scheduling, Job Costing, Data Collection & Business Intelligence - Customer market includes Books Magazines, Commercial Printing, Direct marketing & Newspaper - Comprehensive database management using Microsoft SQL 2005, 2008R2 & 2012 server administration, SQL Server Reporting (SSRS) - Comprehensive use of Microsoft Windows Server 2003, 2008 & R3 2012 as well as Apple Mac OSX Mavericks & Yosemite