Download PDF

Work experience

Aug 2006Present

Unit Manager - ITO Service Desk

  • Preparing daily workloads for staff & coordinating the daily allocation of work.
  • Motivating the team to achieve high standards and KPI targets.
  • Handling new client enquiries and acting as the face of the business.
  • Dealing with and resolving problems and issues which arise.
  • Mentoring and training up junior and new staff.
  • Monitoring & reporting on standards & performance targets.
  • Arranging & chairing weekly team meetings, focusing on targets & achievements.
  • Implementing new initiatives.
  • Involved in the recruitment of new staff.
  • Praise team members and creates a positive working environment.
  • Ensuring all administrative and IT records are entered and updated correctly.
  • Providing prompt and accurate information on individual performance
  • Coordinate with internal / external technology vendors, internal staff members and third party consultants
  • Assign schedules, coordinate staff and allocate resources to ensure efficiency and productivity are maximized
Aug 2006Oct 2007

Technical Support Representative

  • Provide telephone & desktop support
  • Offer thorough support & problem resolution for customers
  • Achieve consistent performance in monthly rankings, including call duration, number of calls per shift, & customer satisfaction ratings
  • Promoted to assume additional responsibilities as Trainer, providing training to new hires