Karen Joseph
Belfast
Summary
Reliable problem-solver with knack for technical troubleshooting and customer communication. Adept in IT support and issue resolution, ensuring seamless user experiences. Committed to driving operational efficiency and user satisfaction through innovative solutions.
Enhanced customer satisfaction by streamlining support processes and reducing resolution times. Consistently improved team performance and fostered collaborative environment.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work history
Senior technical support specialist
ScreenCloud
Belfast, Belfast
2024.03 - Current
- Resolved software glitches to improve user experience.
- Enhanced system performance with regular maintenance and updates.
- Streamlined technical processes to enhance productivity levels.
- Coordinated closely with various departments for seamless project execution.
- Troubleshot hardware issues to minimise downtime and maintain operational efficiency.
- Aided in strategic planning of IT projects-contributed significantly towards meeting company objectives.
- Developed comprehensive training materials for junior team members.
- Spearheaded new technology rollouts across the organisation – streamlined work processes effectively.
- Led a team of junior technicians, fostering professional growth and development.
- Provided excellent customer service, resulting in repeat business.
Customer support representative
ScreenCloud
Belfast, Antrim
2023.05 - 2024.03
- Participated actively in team meetings; shared insights and feedback garnered from customer interactions.
- Escalated complex issues with detailed documentation to the respective department.
- Maintained accurate records of customer interactions to ensure continuity in service delivery.
- Handled difficult situations calmly, preserving company reputation.
Deputy Manager
Ecco Leather
Belfast
2022.05 - 2023.06
- Worked and managed stores across Ireland and mainland UK
- Collaborated with the manager to achieve organisational goals.
- Managed daily operations for smooth running of the office.
- Created weekly performance reports, analysing and interpreting data to improve day-to-day business operations.
- Conducted performance evaluations, enhancing individual employee development.
- Streamlined administrative functions to enhance efficiency.
- Coordinated with different departments, ensuring seamless communication flow.
- Enforced company policies for a safe and productive work environment.
Senior Social Media Management
Strux
Mumbai
2018.03 - 2020.07
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.social
- Produced regular reports on social media performance to inform future strategies.
- Facilitated partnerships with influencers to extend reach and boost reputation.
- Lead team meetings, resulting in more coordinated efforts towards achieving company goals.
- Monitored industry trends for incorporation into our social media strategy.
- Drove audience growth through targeted advertising campaigns across multiple platforms.
Education
Master of Science - Business Development and Innovation
University of Ulster
Belfast 2021.09 - 2022.12
Bachelor of Business Administration - Management Studies - Finance
St. Xaviers College
Mumbai 2018.04 - 2021.04
Skills
- IT governance compliance
- Critical assessment
- Bug tracking and reporting
- APIs understanding
- Understanding of devops principles
- Intercom systems expertise
- Solution designing
- Service cloud competence
- Project lifecycle expertise
Timeline
Senior technical support specialist
ScreenCloud
2024.03 - Current
Customer support representative
ScreenCloud
2023.05 - 2024.03
Deputy Manager
Ecco Leather
2022.05 - 2023.06
Master of Science - Business Development and Innovation
University of Ulster
2021.09 - 2022.12
Bachelor of Business Administration - Management Studies - Finance
St. Xaviers College
2018.04 - 2021.04
Senior Social Media Management
Strux
2018.03 - 2020.07