Oliver Smith
Summary
Self-disciplined professional with ample experience in IT, customer service and technical support. Adept in troubleshooting, diagnosing and designing computer systems to customise client needs. Eager to enhance skills and achieve growth in organisation.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
Work history
Technical Support Engineer
The SaaSy People
Birmingham, West Midlands
2020.01 - Current
In my current position my experience working in Tier 1 and Tier 2 support while using Front, Salesforce, JIRA, Zendesk, Slack, Linear, Vonage and Intercom is used daily.
- Assisted multiple clients in supporting end-users via ticketing systems including Zendesk, Intercom, and Salesforce.
- Resolved support requests through advanced troubleshooting techniques for optimal user satisfaction.
- Advised senior personnel on process enhancements to improve support quality and expedite ticket resolution.
- Enhanced response times to ensure business continuity for client operations.
- Updated and maintained customer support database to ensure accurate information.
- Collaborated with client teams to communicate recurring issues and custom complaints effectively.
Staff/Volunteer
Cox Omnimedia Expo
Telford, Telford and Wrekin
2019.06 - 2019.06
- Effectively communicated and sold merchandise to attendees throughout event duration.
- Leveraged strong interpersonal skills to convey essential information to staff and volunteers.
Volnteer/Helper
Tokyo Toys Birmingham
Birmingham, West Midlands
2015.11 - 2015.12
Assisted customers in locating items in-store and removing selected items from racks.
Education
BSc - Computer Science
University of Lincoln
Lincoln, Lincolnshire 2016.09 - 2019.07
BTEC - Games Development and New Media
Birmingham Ormiston Academy
Birmingham 2014.09 - 2016.07
GCSEs - Extended Certificate In Business, Personal & Social Development, Grade C in Math's, English, Science
Barr Beacon Academy
Birmingham 2009.09 - 2014.07
Skills
- Excellent Communication
- Customer relationship management
- Root cause analysis
- Technical issues analysis
- Staff education and training
- Proficient in Windows and email
Timeline
Technical Support Engineer
The SaaSy People
2020.01 - Current
Staff/Volunteer
Cox Omnimedia Expo
2019.06 - 2019.06
BSc - Computer Science
University of Lincoln
2016.09 - 2019.07
Volnteer/Helper
Tokyo Toys Birmingham
2015.11 - 2015.12
BTEC - Games Development and New Media
Birmingham Ormiston Academy
2014.09 - 2016.07
GCSEs - Extended Certificate In Business, Personal & Social Development, Grade C in Math's, English, Science
Barr Beacon Academy
2009.09 - 2014.07