Harry Williams
Sydney,NSW
Summary
Adept at elevating customer experiences and enhancing system performance, my tenure at MACS EU honed my skills in incident management and customer service. By implementing strategic process improvements, I significantly boosted first-call resolution rates. My collaborative approach and proficiency in application support foster a culture of continuous improvement and operational excellence. Something I used to lead a team through a large office move which took 12 months and a variety of technical, personal and leadership skills.
Overview
6
6
years of professional experience
Work History
Support Analyst
MACS EU
Birmingham, UK
10.2022 - 09.2024
- Boosted customer satisfaction by resolving support issues quickly and streamlining processes.
- Trained new analysts and managed user accounts.
- Collaborated cross-functionally to enhance system performance.
- Analyzed requirements to deliver tailored client solutions.
- Managed projects to ensure on-time, within-budget completion.
- Improved ticket resolution times and first-call resolution rates.
- Established incident management practices for faster response.
- Documented knowledge for team sharing and increased efficiency with automated diagnostics.
- Provided remote support for mobile devices and developed internal tools for workflow improvements.
- Built vendor relationships to aid troubleshooting.
- Maintained CRM records, handled customer inquiries, and resolved complaints.
- Diagnosed and configured hardware, software, and networks.
- Led software selection for office setup project.
Technical Support and Sales Representative
Currys PC World Featuring Carphone Warehouse
Burton Upon Trent, Staffordshire, UK
08.2018 - 10.2022
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Exceeded sales targets through effective planning and goal setting.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Trained new employees on customer service, money handling and organizing strategies.
- Consulted with businesses to supply accurate product and service information.
Education
BSC Computer Science - Computer Science
Keele University
Newcastle Under Lyme, Staffordshire, UK07.2022
Skills
- Support ticketing systems
- Application support
- Incident Management
- ITIL Processes
- Remote IT Support
- System standards documentation
- Software Knowledge
- Network Troubleshooting of TCP/IP
- User Account Management
- System Administration
- Hardware support
- SLA Compliance
- Failure resolution
- Data Compiling
- Call Management
- Trend Analysis
- Customer Relationship Management
- Knowledge management
- Technical assistance
- Hardware troubleshooting
- Teamwork and Collaboration
- Customer Service
References
Chris Roach
21 Bennett’s Hill, Birmingham, UK
MACS EU
Chris.Roach@macs.eu
Ben Peat
Centrum East Retail Park, Burton upon Trent, Branston, UK
Currys
Ben_peat@outlook.com
Timeline
Support Analyst
MACS EU
10.2022 - 09.2024
Technical Support and Sales Representative
Currys PC World Featuring Carphone Warehouse
08.2018 - 10.2022
BSC Computer Science - Computer Science
Keele University