Matthew Holgate

• Experience with VMware, SQL databases, networking up to and including proxies, firewalls and high availability solutions, carrier interfaces and Dell hardware and storage.
• Answer and triage incoming requests for support from customers, including hardware, software, networking, product updates or other aspects of the JSI product suite.
• Learn and support new product capabilities as they are released with new versions of software.
• Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy.
• Perform software upgrades to Customer systems, via remote access or in-situ.
• Consistently maintain accurate and up to date records of customer support calls and contacts in the call tracking application.
• Work closely with other Technical Advisors to handle changing priorities and workload volumes.

• Assists customers in identifying issues and explains solutions to restore service and functionality
• Provides effective case management with a fast resolution
• Resolves diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
• Collaborates with supervisors to escalate and address customer inquiries or technical issues
• Uses Salesforce to manage and process support actions and requests

• Removed and replaced malfunctioning components to correct hardware problems
• Maintained servers and systems on regular basis, keeping networks fully operational during peak periods
• Configured hardware, devices and software to set up work stations for employees
• Troubleshot and diagnosed problems to accurately resolve wide range of technical issues
• On-site and remote technical support including managing large client base
• Generated and submitted invoices based upon established accounts receivable schedules and terms

• Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse
• Promoted products or services to each customer to consistently achieve sales targets
• Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
• Executed foreign cash handling and management processes
• Coordinated daily cash reconciliation in high-volume location

· Engaged and interacted with customers to create positive shopping experiences and drive revenue growth

· Oversaw, trained and encouraged team, promoting culture of efficiency and performance

· Analysed and interpreted store trends to facilitate planning

· Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements

· Reconciled daily sales transactions to balance and log day-to-day revenue

· Managed all aspects of store operations, including organisation, maintenance and purchasing functions

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Handled and communicated contracts and service agreements for correct pricing and information to customers
• Provided technical support and information on current and future technologies
• Adapted sales techniques to specific clients and promoted products based on individualised client needs