Summary
Overview
Work history
Education
Skills
Timeline

Bradley Easton

Pontefract,West Yorkshire

Summary

Highly skilled and customer-focused technical support professional with extensive experience in both IT service desk support and software support for a SaaS company.


Experienced in supporting 'tier-one' (premium) clients, I excel in problem-solving and diagnosing software issues across various user knowledge levels. Committed to delivering a positive customer experience, I provide clear and precise instructions to guide clients through issue resolution. My results-driven approach is evidenced by the consistent positive feedback received from clients and colleagues.


In addition to my support role, I also contribute to help centre article updates and creation, ensuring clients have access to accurate information. I am confident with asynchronous learning, keeping up-to-date with new feature releases and maintaining a comprehensive understanding of the product.


Experienced in remote work, I thrive in both collaborative team settings and independent environments, consistently providing high-quality support. With strong technical skills and a dedication to exceptional customer service, I am a valuable asset to any team.

Overview

6
6
years of professional experience

Work history

Senior Support Hero

Agorapulse
Remote, UK
06.2022 - Current
  • Primarily support 'tier-1' (premium) clients with various issues ranging from; software troubleshooting and payment-related queries via Intercom and ChargeBee.
  • Providing support for clients through both live chat and email. I also have experience of providing in-person and telephone support.
  • Problem-solve and effectively diagnose and reproduce client issues.
  • Escalating tickets to relevant teams, ensuring internal notes are clear to allow the team to respond to the ticket confidently and effectively.
  • Supporting the help centre in reviewing client-facing articles to ensure they are up-to-date. Where needed, I update the articles and also create new ones when new features are released.
  • I use clear and effective communication to ensure the articles are simple to follow and jargon-free allowing clients to access and understand the articles with ease.
  • Consistently receiving weekly review scores of 95% - 100% from my line manager.

IT Support Analyst

Wakefield Council
Pontefract, West Yorkshire
09.2019 - 06.2022
  • Adhered to escalation procedures in incident, problem and change management.
  • Gave clear and concise instructions to customers on how to resolve issues without difficulty.
  • Kept up-to-date on the latest product, company, software and system changes to stay knowledgeable for users.
  • Improved customer support by proactively responding to queries on virtual platforms, such as Teams and Outlook.
  • Efficiently performed troubleshooting through diagnostic techniques and questioning.
  • Managed shared mailboxes whether it be removing or adding permissions or creating new ones on Exchange and Azure.
  • Resolving password issues, removing protections on employee accounts that were locked out within Active Directory.
  • Assisting and dealing with queries during the Office 365 roll-out.

IT Customer Support Assistant

WDH
Pontefract, West Yorkshire
09.2017 - 11.2019
  • Worked over three sites responding to user queries face-to-face, as well as supporting over the phone and through an in-house ticket logging system.
  • Offered and led shadow opportunities to help new starters develop confidence in key platforms and elements of the role.
  • Resolved both software and hardware issues, including laptops and mobile phone devices.
  • Assisted in the first three months of the Office 365 roll-out.
  • Managed shared mailboxes whether it be removing or adding permissions or creating new ones on Exchange.
  • Adhered to escalation procedures in incident, problem and change management.

Education

GCSEs -

St Wilfrid's Catholic High School
  • Four GCSE's at a grade C, including English.
  • Two Merit BTEC grades, including ICT.
  • One Level 2 Key Skills Application of Number (equivalent to GCSE Maths at grade A*-C)

Zenos IT Academy
  • Level 3 Diploma ICT Professional Competence
  • Level 3 Diploma in ICT Systems and Principles
  • Level 2 Key Skills Communication
  • CompTIA A+ Technician
  • Microsoft Technology
  • Associate (MTA): Networking Fundamentals
  • Microsoft Technology Associate (MTA): Security Fundamentals

Skills

  • Experienced and knowledgeable in dealing with customer queries through 'Intercom'
  • Confident problem-solving allowing me to effectively diagnose and reproduce client issues
  • Reviewing, updating and creating client-facing articles to support client with their software issues
  • Clear and effective communication with both internal and external stakeholders
  • Proficient in Microsoft technologies, such as Active Directory, SCCM
  • Experience in Microsoft Office 365 / Azure
  • Android system troubleshooting and repairs
  • Exceptional customer service skills
  • Consistently meet and exceed service level agreements
  • Confident with asynchronous learning


Timeline

Senior Support Hero - Agorapulse
06.2022 - Current
IT Support Analyst - Wakefield Council
09.2019 - 06.2022
IT Customer Support Assistant - WDH
09.2017 - 11.2019
St Wilfrid's Catholic High School - GCSEs,
Zenos IT Academy - ,

Similar Profiles

Create profile
Bradley Easton