Joshua Davey
Harrogate,UK
Summary
I’m a customer-focused professional with hands-on experience in providing technical support and solving problems quickly and effectively. Whether it's troubleshooting software issues or helping customers navigate complex tech, I always aim to make the process clear and stress-free. I’m skilled in using Microsoft Dynamics and numerous phone services to manage tickets and ensure everything is handled within SLAs. With strong communication skills and a passion for delivering high quality service, I work to make sure customers feel supported and satisfied every step of the way.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work History
Senior Technical Support
Ignite Energy, Inspired Plc
Harrogate, UK
06.2022 - 02.2025
- Delivered expert technical support to clients as a Senior Technical Support Specialist, handling complex software (Niagara, Trend, RDM) and network issues that required advanced troubleshooting and in-depth technical knowledge (VPNs & Network Devices)
- Managed incoming service tickets in Microsoft Dynamics, prioritizing and tracking issues to ensure timely resolution while adhering to SLAs
- Provided step-by-step guidance to customers, explaining technical issues clearly and ensuring they understood the resolution process
- Collaborated with first-line support, internal engineers and clientele to resolve issues, ensuring seamless escalation and minimal downtime for clients
- Maintained accurate records of customer interactions, issues, and resolutions to support effective case management and future reference
- Consistently met and exceeded customer service goals, including response time, resolution time, and customer satisfaction metrics
- Delivered and implemented a new structure for the Technical Support Team, which increased efficiency and improved SLA’s
Conservation Project Leader
Derbyshire Wildlife Trust
Derby, UK
01.2019 - 01.2022
- Led public awareness campaigns to promote the significance of rewilding in preserving natural habitats
- Successfully negotiated partnerships with local councils, securing support for land approvals
- Lead a team of volunteers to help bring this project to life, with regular conservation meetings and events
- Inspired and mobilized volunteers from within the community, fostering a sense of ownership and pride in conservation efforts
- Successfully contributed to the process of rewilding lands for the future of our environment in relation to sustainability
Supervisor
Blacks Outdoor Retail
Harrogate, UK
09.2017 - 10.2018
- Led a team of sales assistants, providing guidance and support to ensure exceptional customer service and efficient store operations
- Assisted customers with product selection, offering knowledgeable advice and addressing technical queries related to outdoor equipment
- Ensured staff met daily sales targets and provided excellent customer service, driving sales performance and store profitability
- Handled customer inquiries, concerns, returns, and exchanges with professionalism, ensuring customer satisfaction and loyalty
- Managed inventory control, stock replenishment, and visual merchandising to maintain a well-organized and appealing store environment
- Trained new staff in sales techniques, product knowledge, and company policies to ensure high standards of service and team performance
Education
Bachelor of Science - Zoology and Photography
University of Derby
09.2019 - 07.2022
BTEC Level 3 Diploma - Animal Management (Science)
Askham Bryan College
09.2016 - 07.2018
GCSE’s - 11 GCSE’s Including Math’s (A) and English (A)
Harrogate High School
09.2011 - 07.2016
Skills
- Technical Support
- Customer Service
- Microsoft Dynamics 365
- Communication
- SLA Management
- Problem Solving
- Time Management
- CRM Systems
- Analytical and Critical Thinking
- Automated Software Development
- Dashboard/Web Design
Certification
- N4TCP Niagara Training Certification, Advanced
- R Programming Certification
- Microsoft Dynamics 365 Training
- Advanced Excel Certificate
Timeline
Senior Technical Support
Ignite Energy, Inspired Plc
06.2022 - 02.2025
Bachelor of Science - Zoology and Photography
University of Derby
09.2019 - 07.2022
Conservation Project Leader
Derbyshire Wildlife Trust
01.2019 - 01.2022
Supervisor
Blacks Outdoor Retail
09.2017 - 10.2018
BTEC Level 3 Diploma - Animal Management (Science)
Askham Bryan College
09.2016 - 07.2018
GCSE’s - 11 GCSE’s Including Math’s (A) and English (A)
Harrogate High School
09.2011 - 07.2016
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