Christopher Hart
Information Technology Professional
Leicester
Summary
Accomplished IT Professional with 20+ Years of Experience as Principal Technical Support Engineer
Proven track record at The Access Group and Huawei Technologies, a leading global provider of CIT solutions. Specialising in unified communications and CRM solutions, with deep expertise in call center technologies. Skilled in diagnosing and resolving complex technical issues, while driving customer satisfaction and team performance through innovative problem-solving and effective collaboration.
Overview
17
17
years of professional experience
Work History
Principle Technical Support Engineer
The Access Group
04.2024 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust and enhancing customer satisfaction by resolving complex technical issues promptly and effectively.
- Collaborated with cross-functional teams to deliver comprehensive software solutions tailored to client needs.
- Consistently met or exceeded project deadlines through efficient time management and prioritization skills.
- Maintained up-to-date knowledge of industry trends, incorporating emerging technologies into new projects as appropriate.
Senior Technical Support Engineer
The Access Group
Loughborough , Leicestershire
04.2023 - 04.2024
- Provided Tier-3 remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Collaborated with sales teams to provide pre-sales technical assistance, helping secure new business deals and increase revenue.
- Maintained strong relationships with key clients through regular communication and personalized support strategies.
- Stayed current on industry trends, allowing for quick adaptation to emerging technologies and their associated challenges in supporting customers.
- Documented faults and bugs for referral to development staff for use in updates.
Technical Support Engineer
The Access Group
Loughborough , Leicestershire
04.2022 - 04.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Delivered Tier-3 support and SME input to internal and external customers.
- Developed comprehensive troubleshooting guides for internal and external use, improving team knowledge and performance.
- Earned recognition from management for consistently delivering exceptional service quality.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Consistently met or exceeded performance metrics, contributing to overall team success.
Advisory Software Engineer
Huawei Technologies Africa
09.2011 - 04.2022
- Providing tier 3 support to all levels of end-users, channels an business partners, including troubleshooting of Windows OS, server, virtual desktop infrastructure, network troubleshooting and analysis, TT workflow & KBS management email, CTI, SIP, SMS, Whatsapp, AI integration, IVR flow design and customer service within defined service level agreements.
- Became a trusted resource both internally and managed services customers through high-level problem-solving skills. Solved customer issues with more success than the company average.
- Working closely with software development team on reported errors and bugs on newly released software and lead in deployment of release fixes.
- Providing detailed root cause analysis and recommending procedures and controls for problem prevention.
- Coordinating with project managers and Business Development personnel on developing and implementing new initiatives to improve efficiency and customer satisfaction.
- Collaborating with Business Analysts, developers, end users and testing teams to understand business requirements and drafting of related functional specification documents.
- Developing and maintaining detailed training and troubleshooting documentation for known typical problems and unknown complex problems.
- Participated in all phases of major software upgrades and development of user acceptance testing cases. Conducted user acceptance testing in line with functional requirements. Used strong time management skills to facilitate multiple business units simultaneously.
- Consistently maintaining 99% uptime by performing 24/7 real time alarm monitory and daily, weekly &, quarterly system health checks and audits.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- SQL maintaining and updating database tables, jobs, procedures. Report writing and query building.
Telephony Support Specialist
Cell C Network Operator
08.2007 - 09.2011
- Provide first line application support to end users for AVAYA call centre solutions and Siemens corporate solutions.
- Preventative & proactive application maintenance, health check monitoring and software updates/patches.
- Installed, maintained and supported voice/data applications.
Education
Learning ITIL® - IT Service Management
LinkedIn Learning
01.2022 - 01.2022
CompTIA N+ - N+ N10-005
ISolve Learning Solutions
South Africa 06.2013 - 06.2013
CompTIA A+ Certificate - A+ 220-801, A+ 220-802
ISolve Learning Solutions
South Africa 03.2013 - 03.2013
UNIX Introduction & Intermediate Certificate -
Umfundi Training Solutions
South Africa 01.2009 - 01.2009
CompTIA A+ Certificate - A+ 220-801, A+ 220-802
ISolve Learning Solutions
South Africa 01.2001 - 04.2001
Business Acumen For Project Managers - Project Management
LinkedIn Learning
01.2022 - 01.2022
IT Service Desk: Monitoring & Metrics Fundamental - IT Service Management
LinkedIn Learning
01.2022 - 01.2022
Intro To Service Management With ITIL® 4 - IT Service Management
LinkedIn Learning
01.2022 - 01.2022
Learning ITIL® - IT Service Management
LinkedIn Learning
01.2022 - 01.2022
Problem Solving Techniques - Leadership And Professional Development
LinkedIn Learning
01.2022 - 01.2022
Strategic Thinking - Business Management
LinkedIn Learning
01.2022 - 01.2022
Skills
Leadership and management
Teamwork and collaboration
Creative problem solving
Technical issue analysis
Technical writing
Data analysis
Interpersonal skills
ITIL framework
Accomplishments
- 99% uptime of IP call centre solution
- Subject matter expert, domain owner and technical lead for IP call centre unified solutions
- Assisted in increasing the company footprint in South Africa region by developing and presenting AI call centre solutions to local government councils, resulting in multi million euro Sales revenue.
- Increased customer sales conversion ratio by 5 percent by developing database procedures and scripts to facilitate business requirements
- Increased customer sales by further 5 percent and ensured business continuity and customer satisfaction by creating a work from home solution for multiple call centers during the outbreak of the COVID-19 pandemic.
Professional Training
In-House Courses
- Grow By Reflection
- Inspire Dedication and Preserver
- Living the Core Values and staying customer centric
In-House Exams
Cyber security
- IT operations management
- Lifting sales capability for strategic products
- Customer network data security compliance
- Issue To Resolution process
Timeline
Principle Technical Support Engineer
The Access Group
04.2024 - Current
Senior Technical Support Engineer
The Access Group
04.2023 - 04.2024
Technical Support Engineer
The Access Group
04.2022 - 04.2023
Business Acumen For Project Managers - Project Management
LinkedIn Learning
01.2022 - 01.2022
IT Service Desk: Monitoring & Metrics Fundamental - IT Service Management
LinkedIn Learning
01.2022 - 01.2022
Intro To Service Management With ITIL® 4 - IT Service Management
LinkedIn Learning
01.2022 - 01.2022
Learning ITIL® - IT Service Management
LinkedIn Learning
01.2022 - 01.2022
Problem Solving Techniques - Leadership And Professional Development
LinkedIn Learning
01.2022 - 01.2022
Strategic Thinking - Business Management
LinkedIn Learning
01.2022 - 01.2022
Learning ITIL® - IT Service Management
LinkedIn Learning
01.2022 - 01.2022
CompTIA N+ - N+ N10-005
ISolve Learning Solutions
06.2013 - 06.2013
CompTIA A+ Certificate - A+ 220-801, A+ 220-802
ISolve Learning Solutions
03.2013 - 03.2013
Advisory Software Engineer
Huawei Technologies Africa
09.2011 - 04.2022
UNIX Introduction & Intermediate Certificate -
Umfundi Training Solutions
01.2009 - 01.2009
Telephony Support Specialist
Cell C Network Operator
08.2007 - 09.2011
CompTIA A+ Certificate - A+ 220-801, A+ 220-802
ISolve Learning Solutions
01.2001 - 04.2001
Similar Profiles
Krishna WilliamsKrishna Williams
Channel Partner Manager at The Access GroupChannel Partner Manager at The Access Group
Homorogan Robert Homorogan Robert null
Technical Support Engineer at The Access GroupTechnical Support Engineer at The Access Group
Suraya MuslimSuraya Muslim
Digital Customer Success Manager at The Access GroupDigital Customer Success Manager at The Access Group