Buster Denton
Swaffham,United Kingdom
Summary
Experienced support engineer with a strong background in mentoring support engineers and providing the highest level of customer support. Proficient in handling escalations and maintaining SLAs and ITIL standards. Extensive knowledge of document management systems, databases such as SQL and Access, and helpdesk/ticketing systems. Skilled in working with phone systems like 3CX, maintaining customer relations, and ensuring a comprehensive customer success strategy from onboarding to ongoing support.
Overview
11
11
years of professional experience
Work history
Specialist
Harbor Global
London
2024.11 - Current
- HarborGlobal acquired ownership of Ascertus, role has remained unchanged.
Technical Support Representative
Acertus LTD
London
2023.05 - 2024.11
- Assisted colleagues with IT queries to enhance collaboration.
- Supported team members in resolving technical issues for improved productivity.
- Provided 1-1 sessions with clients on various software to meet their needs.
- Acted as subject matter expert for iManage and SQL.
- Achieved highest ticket closure rate month on month since commencement, demonstrating exceptional problem-solving skills.
Senior Lead Support Engineer
Tiger Eye Consulting
Norwich
2021.12 - 2023.04
- Managed support department operations while ensuring equitable ticket distribution among engineers.
- Facilitated helpdesk and software training sessions for new engineers.
- Delivered software training to customers.
- Coordinated weekly meetings with third-party MSPs and company directors to review ticket statistics.
- Cultivated strong relationships between support department and third-party vendors.
- Published and maintained knowledge base articles.
- Communicated with managers across departments to ensure smooth handover of work ownership.
- Handled escalated issues raised by customers.
Support Engineer
Tiger Eye Consulting
Norwich
2019.03 - 2021.12
- Assisted with 1st and 2nd line requests.
- Conducted floor walking during project go-lives.
- Provided mobile cover out of hours.
- Created bespoke SQL queries.
1st Line Support Engineer
MNI Services
King’s Lynn
2015.08 - 2019.02
- Facilitated setup and rollout of desktops for customers.
- Assisted in onsite hardware installations and network cabling throughout factory environments.
- Monitored 2nd and 3rd line tickets to ensure updates were consistently maintained.
- Supported sales and invoicing processes for printers and related supplies to clients.
- Aided in sourcing and selling tablets for inventory management purposes for multiple clients.
- Contributed to development and maintenance of several applications using RPG IV.
Skills
- Mentoring support engineers
- Providing highest level of support to customers
- Dealing with 2nd line escalations
- Extensive knowledge of document management systems and databases such as SQL and Access
- Extensive knowledge of helpdesk/ticketing systems, maintaining SLAs and ITIL standards
- Working with phone systems such as 3CX
- Maintaining customer relations and communication with their MSPs Ensuring full customer success strategy from onboarding through to ongoing support
REFERENCE
Ernest Shaw, Senior Analyst, ernest.shawmail@gmail.com, 07399 561190, Harbor Global, Norwich
Timeline
Specialist
Harbor Global
2024.11 - Current
Technical Support Representative
Acertus LTD
2023.05 - 2024.11
Senior Lead Support Engineer
Tiger Eye Consulting
2021.12 - 2023.04
Support Engineer
Tiger Eye Consulting
2019.03 - 2021.12
1st Line Support Engineer
MNI Services
2015.08 - 2019.02