James Bairstow
Steeple Aston,Oxfordshire
Summary
Detail-oriented professional with extensive experience in technical support and quality assurance. Proficient in managing technical escalations, collaborating with cross-functional teams, and enhancing documentation processes. Strong analytical thinker committed to improving solutions and user experience.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Product Support Executive
Webexpenses
Witney, Oxfordshire
2023.08 - Current
- Managed technical escalations from support and implementation teams, driving effective resolutions to enhance user experience.
- Compiled detailed bug reports for developers, facilitating quick fixes and improved software performance.
- Collaborated with product owners on prioritising bug fixes, ensuring timely updates for users.
- Implemented streamlined processes for bug reporting, increasing overall efficiency in issue resolution.
- Enhanced documentation related to system features, improving user understanding and support efficiency.
Quality assurance engineer
Webexpenses
Witney, Oxfordshire
2021.11 - 2023.07
- Assisted in testing new features added to software during agile two-week sprints.
- Coordinated with development teams to aid in resolving issues promptly.
- Ensured quality standards through detailed inspection processes.
- Supported identification of potential issues via systematic risk assessments.
- Facilitated regression testing setup and assignment.
- Contributed to improvements in QA methodologies by suggesting updates.
- Developed and enhanced test scenarios and test plans.
Implementation consultant
Webexpenses
Witney, Oxfordshire
2018.08 - 2021.11
- Supported onboarding of new clients by implementing customised software solutions based on specific requirements.
- Assisted in resolving technical issues to maintain a seamless workflow during the onboarding process.
- Collaborated with various teams to foster positive working relationships.
- Identified risks in the planning phase to prevent significant setbacks.
- Provided technical expertise to the sales team during site visits.
1st and 2nd line Support Executive
Webexpenses
Witney, Oxfordshire
2016.08 - 2018.07
- Responded to user support queries via phone calls, live chats, and emails.
- Assisted users with software navigation through screen sharing sessions.
- Collaborated with second line support for complex issue resolution.
- Trained new first line support staff and addressed their inquiries about the system.
- Configured demo accounts for sales consultants to showcase the software.
- Reported bugs identified during user interactions to the development team.
- Ensured timely responses to user queries within 1 hour and resolved issues within 16 business hours.
- Enhanced documentation on system features and support processes.
IT Support Technician
Softpress Systems
Long Hanborough, Oxfordshire
2012.11 - 2016.07
- Assisted customers by answering software-related queries.
- Resolved customer issues with files effectively.
- Facilitated the resolution of order problems, including refunds and corrections.
- Escalated complex issues to relevant personnel when necessary.
- Responded to customer emails within 24 hours on business days.
- Conducted bug testing on newly developed features.
- Documented software bugs identified by customers or during testing.
Education
Edexcel BTEC Level 3 Diploma - Professional Competence for IT and Telecoms Professionals
Oxford and Cherwell Valley College
Oxford, Oxfordshire 2016.09 - 2017.08
Edexcel BTEC Level 3 Diploma - ICT Systems and Principles
Oxford and Cherwell Valley College
Oxford, Oxfordshire 2016.09 - 2017.08
GCSE -
Gosford Hill School
Kidlington, OxfordshireSkills
- Verbal and written communication
- Interpersonal skills
- Presentation skills
- Creative problem-solving
- Analytical thinking
- Independent and team collaboration
- Task prioritization
- Attention to detail
- Customer support experience
- Technical explanation skills
- Ticketing system proficiency
- Basic SQL knowledge
- Software testing
Certification
ISTQB Foundation
PRINCE2 Foundation
Interests and Activities
My main interests are around sports and video games. I played football from when I was 8 years old until I was 17 and for the last 4 years I've been playing field hockey for Bicester Hockey Club. For the past 7 years I have enjoyed Skiing annually and I started snowboarding as of last year as well., I enjoy playing video games on both PC and console mainly player v player games and strategy games, though I do occasionally play other game genres. I have also recently started playing some tabletop games with a group of my friends on a weekly basis., I travel abroad often and have enjoyed skiing in Italy, Bulgaria, Austria and France with both my friends and family. I have also been to a few other places such as America and I go with my family to Greece most years. I also enjoy camping with family and friends often visiting Woolacombe in North Devon where we spend a lot of time at the beach.
Affiliations
- Field Hockey
- Board Games
- Video Games
References
References available upon request.
Timeline
Product Support Executive
Webexpenses
2023.08 - Current
Quality assurance engineer
Webexpenses
2021.11 - 2023.07
Implementation consultant
Webexpenses
2018.08 - 2021.11
Edexcel BTEC Level 3 Diploma - Professional Competence for IT and Telecoms Professionals
Oxford and Cherwell Valley College
2016.09 - 2017.08
Edexcel BTEC Level 3 Diploma - ICT Systems and Principles
Oxford and Cherwell Valley College
2016.09 - 2017.08
1st and 2nd line Support Executive
Webexpenses
2016.08 - 2018.07
IT Support Technician
Softpress Systems
2012.11 - 2016.07
GCSE -
Gosford Hill School