Charlie Taylor

2 Loddon Court, Basinsgtoke, Rg21 3HJ - 07852328006

About me

Work History

Work History
Nov 2010 - Present

Application Support Technician

The AA

I am currently working as a 2nd/3rd Line Support analyst within the development team. I started within this company as a Desktop Support technician. Primarily, this involved the build of new hardware, upgrades and networking as well as managing the ticket system. This included a major roll-out of new computers within the company. After a successful merge with the Infrastructure team, I moved into the development team. Currently I work along side this team as a Database Administrator. I support multiple bespoke applications within the company, this support ranges from first point of contact for the customer via email or phone; to either resolving or escalating to the developers. The applications are both native and Web,  I have been involved in the installation and upgrades of these as well as the configuration.    My SQL knowledge has also enabled me to create reports using Microsoft Reporting Services for external and internal customers. In the past year I've been put forward for a Developer Development Course. This has enabled me to start supporting the team further by making code changes to applications.

Nov 2008 - Nov 2010

Technical Support Analyst

Absolute Software

Working as the senior Technical Support Specialist within a team of three who head up the UK Global Support for the 24/5 support for our LoJack for laptops and Computrace products. I provide 2nd line (Level 2) support to our consumer customers which ranges from account administration, creating custom installation packages, resolving technical issues, resolving complaints and refunds. I also provide 1st and 2nd line support to our corporate priority customers; this is the main focus of my daily workload and includes training of customers with new functionality of their account, diagnosing problems and escalating product issues to Development according to procedure, reproducing & troubleshooting technical incidents, taking conference calls with customers for technical Q&As, managing a personal queue or backlog of open cases using Microsoft CRM, ensuring customers are updated with appropriate timeliness according to best practices. I also oversee and ensure daily reports are created for our largest customer, following critical incident procedures if any errors occur. I also use SQL Server Management Studio for troubleshooting and generating reports needed to support customers.

May 2007 - Oct 2008

Technical Support

ABE Xerox

Working with a group of Corporate companies it was my responsibility to look after each account, providing technical help via email, phone or face to face. Dealing with each case through Remedy, logging all information and updating when needed, following through all my work. Working through the south of England, travelling to Companies to set up machines and print servers, giving demonstration to customer and technical knowledge of machines. Meeting with Customers who wish to purchase new machines, discussing best needs and costs, keeping with the customer until sale was complete

Oct 2004 - May 2007

Computer Technician

PC World

Planning work schedules for each day and forward planning as far as possible, Organising paperwork to ensure compliance to store and audit standards, Ensuring all off site work is booked and collected when complete. Repairing and upgrading customer machines also store pc setups. Making sure all invoices are correct and are paid. Working on the Helpdesk, taking customer complaints face to face or by phone and dealing with them in the right manner.  Training staff with new technical products in the store. Also Sales trained, working for the first year as a sales person, hitting all KPIs and targets which were set.



ITIL IT Service Management certified, HDI Technical Support Certified, HDI Support Center Certified, Microsoft Certified Technician

Skill Set

 MS SQL Management Studio, HTML5, SQL Reporting Services, ITIL, MS Server, Active Directory, MS Exchange, Windows XP through to 8.1, C# and MVC