James Broughton

Work History

nGeneration

Tipton, West Midlands

06.2022 - Current

Achieving and maintaining an above industry standard SLA achievement rate of 95%. Day to day use of the ITSM platform HaloPSA and utilizing this to improve both customer communication and to help IT operations, helping to develop a knowledge base for first line support technicians to refer off of.
Helped to support an average of 50+ users daily over the phone, from critical emergency support during heavy impact trade, to helping assist publicans throughout the UK remotely on technical fixes either through hardware or software related guidance.
Supporting and aiding end users with bespoke hospitality EPOS systems through telephone and email support, from a range of providers and third party equipment such as Partner Tech, Citizen, Worldpay FIS and more.

LGC (former Laboratory of the Government Chemist)

Birmingham, West Midlands

01.2022 - 06.2022

Primarily worked within the Active Directory, O365 and Exchange areas of support technician work. This includes experience within Azure Active Directory, Microsoft InTune, and more. Documented all tickets thoroughly and helped uphold and maintain the ITIL 4 standard through the Cherwell ITSM platform.
Achieved Service Level Agreement(SLA) targets by prioritising consistency and high quality of work on a day to day basis. This required analysing all tasks during the day, structuring the priority of actioning support throughout different end users by applying critical analysis of technical issues issues, the companies Service Level Agreement's themselves, and the volume of work during the day.
Assisted in providing excellent customer service to end users, helping break down complex technical issues for guidance, and to also prevent further issues. This involved communications from incoming VoIP calls from users, Microsoft Teams remote support, and professional email communication.

nGeneration

Tipton, West Midlands

05.2021 - 01.2022

Developed skills in both the IT industry and specifically the EPOS support industry also. Basic networking and telecoms support primarily, but have also had brief experiences around SQL databases and staging EPOS units to be delivered on site. Using all these aforementioned skills I've built up the ability to bring effective customer communication and support, and this has also allowed me to be able to take ownership of my position and role to resolve my own matters from a second/third line standard when necessary.
Day to day use of an ITSM platform (HaloPSA) and utilising this to improve both customer communication and to help IT operations, helping to develop a knowledge base for first line support technicians to refer off of. Alongside my primary position we also worked closely with a team of field engineers across the country to allocate and designate jobs effectively to help achieve SLA standards.