Finlay Harmer

• Led marketing strategy planning to reach 100 laptop sales monthly.
• Owned negotiations for IT hardware agreements supporting B2B sales pipelines.
• Directed vendor relationship management to meet product quality and cost standards.
• Coordinated 24/7 customer support to keep business processes aligned.
• Set procurement improvements by tightening vendor management practices and controls.
• Accounted for faster service turnaround by developing IT documentation programs.
• Reviewed feedback trends and governed support process changes to raise satisfaction metrics.
• Streamlined IT support processes, reducing response times and improving overall user satisfaction.

• Led IT hardware deployment for 1000 staff, boosting team efficiency and project delivery.
• Managed IT equipment rollout, aligning with team needs to enhance operational workflow.
• Provided multi-level IT support, resolving complex hardware issues and increasing uptime.

• Led 24/7 service desk setup, improving support quality and efficiency.
• Managed and trained 8 tech staff, enhancing first-contact resolution rates.
• Implemented ITSM tools, monitoring SLAs for better service quality.
• Negotiated vendor contracts, optimizing office space, and equipment procurement.
• Reviewed operational reports, optimizing processes for improved service delivery.
• Reviewed operational reports to identify bottlenecks and optimize processes that led to noticeable gains in service delivery.
• Provided mentorship to team members, fostering a collaborative environment that encouraged professional growth and enhanced team performance.
• Streamlined documentation processes, ensuring consistency in service delivery and adherence to best practices, resulting in marked improvements.
• Coordinated with accounting for staff and operational purchases, enhancing resource allocation and supporting overall operational goals.
• Orchestrated 24/7 service desk operations, achieving substantial improvements in support quality and response times.
• Fostered a culture of teamwork by mentoring staff, which enhanced individual performance and overall team dynamics.

• Negotiated and purchased an online business generating $12,500,000 in sales.
• Transitioned the business to WorldFront's API, enhancing system integration.
• Developed a purchasing platform, driving significant profit growth since September 2021 until now.
• Managed global supply chains to ensure timely order delivery.
• Recruited a team member in Cebu to support ongoing company operations.
• Sourced and negotiated online business acquisitions, significantly enhancing sales potential and expanding inventory capacity.
• Led the integration of a complex API system, streamlining operations and ensuring seamless business transitions for improved efficiency.
• Coordinated with global suppliers and logistics teams to optimize delivery timelines, ensuring timely order fulfillment and elevated customer satisfaction.

• Led B2B sales, growing online revenue from £700 to £28,000 in one year.
• Researched electronics trends, enhancing product selection, and driving growth.
• Generated profit reports, identifying key improvement areas for business success.
• Implemented upselling strategies, boosting customer retention and satisfaction.
• Cultivated client relationships, ensuring exceptional experiences and high retention.
• Coordinated closely with sales and marketing teams to align strategies, resulting in marked improvements in client engagement.
• Cultivated strong client relationships through proactive communication, ensuring a supportive environment that fostered loyalty.

• Provided technical support to clients, achieving swift problem resolution and increasing user satisfaction.
• Resolved technical issues swiftly, boosting customer satisfaction.
• Diagnosed and resolved hardware and software issues, leading to noticeable improvements in system uptime and client productivity.
• Repaired and upgraded computer systems, improving performance and reliability for clients.
• Conducted virus checks and system health assessments, strengthening system security measures.
• Built new systems tailored to client needs, ensuring optimal functionality.
• Provided laptop repair services, extending device longevity and usability.

Completed apprenticeship with City and Guilds through Surrey County Council.

Support various stakeholders throughout the Surrey region, visiting and installing various IT hardware, software, peripherals, networks, and printers.

Reimage and renew hardware within the IT hardware room.

Working with City and Guilds apprenticeship scheme to achieve my NVQ Level 3.