Susan West
hartlepool,United Kingdom
Summary
Technical support specialist with expertise in performance monitoring of platforms to ensure reliable operations. Proficient in delivering second-line support for diagnosing and resolving technical issues efficiently. Skilled in identifying opportunities for technological improvements to enhance system performance. Focused on increasing user satisfaction through effective solutions and support.
Overview
19
19
years of professional experience
Work History
Technology Service and Support Analyst
VM/O2
Stockton-on-Tees, Durham
04.2007 - Current
- Monitored platform performance, ensuring reliability and providing second-line technical support for user issues.
- Investigated system error reports, reproducing problems and diagnosing faults for resolution.
- Trained staff on new technologies and software, improving team capabilities and enhancing workflow efficiency.
- Collaborated with development teams to integrate features into existing systems, augmenting overall functionality.
- Oversaw installation and configuration of computer systems and networks for seamless integration.
- Conducted impact assessments for business changes, completing gap analyses to identify areas for improvement.
- Created and maintained technical documentation to facilitate knowledge sharing, and support staff training.
- Managed license reporting to ensure compliance with regulations.
Education
Certificate of Higher Education - Embracing Agile at Scale
VM/O2
Stockton-on-Tees, STT2025
Skills
- Problem solving and troubleshooting
- Team collaboration and communication
- End-user training and support
- Technical documentation and reporting
- Operating systems expertise
- Network management
- Compliance configuration and monitoring experience working with fraud
- Salesforce
- Jira
- AWS
Hobbies and interests
Planning my next adventure, holidays, going to the gym and rugby.
Timeline
Technology Service and Support Analyst
VM/O2
04.2007 - Current
Certificate of Higher Education - Embracing Agile at Scale
VM/O2