_{Head of Products}

Working for a Platinum Atlassian Partner, I ensured our products stayed innovative, market-relevant, and commercially viable. I oversaw product delivery and launch, equipped teams with required knowledge, understood customer needs and market trends, and represented specific product lines within the company, fostering effective customer solutions.

_{Technical Customer Success Manager}

Maximized service usage and fostered a top-performing CSM team. My responsibilities ranged from managing renewals and gathering customer feedback to identifying expansion opportunities, all while elevating customer experiences.

_{Various Roles at Clearvision
Post Sales Support Engineer >> Service Desk Manager >> Head of IT Operations}

Starting as a Post Sales Support Engineer and working my way up to Head of IT Operations. Clearvision was the gift that gave me my technical knowledge and expertise.

I led IT operations, support services, ensuring SLA adherence, managing risk, and spearheading innovation. I implemented ISO27001, driving information security and continuous improvement.

_{Senior Service Desk Analyst}
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At Kingfisher plc, an international home improvement company, I served as a Senior Service Desk Analyst. In this role, I provided first-line technical support to external stores and internal staff members, handled incident requests, and managed staff as an acting team lead during off-hours. I worked with various IT systems, supported retail systems including EPOS, RF, VOIP, and SAP, performed fault finding up to network infrastructure and server level, supported multiple bespoke software applications, and administered users in active directory.

_{Technical IT Support Engineer}

At FOTECH, a company specializing in providing market-leading technical helpdesk services, I held the role of a Technical IT Support Engineer. I was accountable for offering 24/7 technical help desk services for multiple vendors and clients. My responsibilities encompassed mastering different products, maintaining an extensive understanding of IT, logging customer details and problem descriptions, and ensuring the monitoring and maintenance of specific service level agreements. I also handled phone calls and incoming emails, proactively resolved issues with a first-time fix approach, identified and swiftly resolved failing services, and conducted continuous monitoring of services using tools like NAGIOS and Site Scope.

_{Showroom Advisor}
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During my studies in IT at college, I worked part-time as a Showroom Advisor at Homebase. This role involved providing customer service, managing orders via an SAP system, checking stock levels, and ensuring the smooth operation of the store. My focus was on fostering a positive shopping environment for customers while maintaining an efficient workplace.