About me
About me
Fast learner and a passionate IT support professional with valuable experience in delivering time-based objectives, achieving KPIs, and maintaining team efficiency and performance. With experience from both Codeweavers Ltd and Hotjar, advancing from basic customer support to 2nd Tier support and CE operations, debugging issues, improving processes, and introducing automation. Passion for resolving tricky tickets and providing high levels of care and attention to customers as well as eliminating busy work and drive projects and initiatives.
C#, HTML, CSS, JS
Zendesk
Zapier
Git
Atlassian
Jira Administration
Ada/Chatbot Design
AI in Support
Senior Customer Support Operations Manager - Mar 2023 – Present
● Building out operations again as part of a dedicated role
● Vendor management and procurement for support
● Tool administration (Zendesk, Ada, Klaus, Halp, Jira, Slack, Zapier & more)
● Metrics and KPI design and achievement strategy
● Process and efficiency improvements allowing us to support more customers with the same headcount
● Working in a cross-functional sales/success/support operations team
● Owning our custom built tooling (Zendesk Apps, Chrome Extension)
Technical/Product Support Lead Jan 2022 – Mar 2023
● Leading a team of 6 report in two teams simultaneously
● Working on wider support strategy and operations
● Eliminating busy work to allow our agents to be as efficient as possible.
● Working with IC’s to develop their career goals
● Delivering performance reviews and salary adjustments
● Keeping in touch with the tickets to have context of what blocks our IC’s
● Admin and Product Owner for our Zendesk instance
Technical Support Engineer Aug 2021 – Dec 2021
● Working on support cases in Zendesk
● Raising incidents for major issues in the product
● Handling ticket sorting and assignment
● Consulted on strategy and direction for improvement
● Admin and Product Owner for our Zendesk instance
Associate Software Engineer Apr 2021 – Aug 2022
● HTML, CSS, JS/Vue.js using GIT on our Knowledge Base Development full time
● Investigated and implemented changes based on stringent A/B testing
● Knowledge of self service concepts and tracking metrics
● Working knowledge and implementation of GTM, GA and Sentry
Technical Support Specialist / Support Operations Jan 2019 – Apr 2021
● Working on escalated and technical support cases.
● Admin and Product Owner for our Zendesk instance and knowledge base code
● Managing and implementing new support workflows to improve efficiency and organization in the support team.
● Linking tools and processes together using tools like Zapier or direct with API calls
● Removing friction and pain points from our support, sales and success teams
● HTML, CSS, JS/Vue.js using GIT on our Knowledgebase Development
Support Specialist Mar 2018 – Jan 2019
● Fully remote and self-directed
● Working with customers to diagnose and resolve problems with their website integration.
● Debugging integration issues with CSS, HTML, and JS as well as other general web concepts.
Client Support Mar 2016 - Mar 2018
● Answering support calls and emails
● Identifying and resolving issues with JS, JSON and XML requests and services
● Advising and assisting media partners with integration into web services.
● Working within our team to develop new, as well as improve current processes to handle rapid and accelerating growth.
● Understanding motor finance to a high level including being SAF Approved
● Designated contact with our OEM partners directly addressing their support queries against SLA’s
● Debugging issues on websites using browser developer tools.
2009 - 2011 Higher National Diploma in Computer Games Programming
2007-2009 South Cheshire College A Levels Biology Computing
2002-2007 Obtained 11 GCSE’s including English (C) Maths (B) Science (AA)