ADAM BROWN

1st and 2nd line technical support via phone, email and ticketing for a voice recording web application with an average of 75% first time fix rate whilst maintaining GDPR and ISO-27001 standards.

• Conducting remote sessions to collect, document, and troubleshoot faults via Microsoft Teams, Zoom, Webex and direct Windows RDP sessions.
• Recreating faults in Windows VM to attempt fixes or identify bugs found in the application.
• Escalating bugs to development when required with full reproduction steps clearly documented in our ticketing systems (ServiceNow, Zendesk, Jira).
• Taking inbound calls and creating tickets as a first point of contact, maintaining the ticket health and keeping ownership throughout the lifecycle of the ticket, ensuring the client is always up to date.
• Performing root cause analysis by reviewing application logs, windows logs & packet traces.
• Creating and maintaining knowledgebase articles on bugs, vulnerabilities, and common fixes.
• Addressing and remediating various security vulnerabilities within our web application product.

Installed and troubleshot internet services for both residential and business premises which included:

• Network configuration of routers (ASUS, TP-LINK, NETGEAR, MikroTik)
• Network configuration of radios to act as a bridge (Ubiquiti airMAX, Cambium ePMP)
• CAT5e cable installations
• Utilising the OSI layer model to troubleshoot faults within networks

Acted as 2nd line support, which included:

• Proactively responded to support requests via phone, chat, text, and tickets from end-users and patiently walked individuals through basic and complex troubleshooting tasks.
• Identified, gathered information and documented wider network faults to raise with our network manager for further investigation.

Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.

• Proactively responded to first line support requests via phone, chat, text, and tickets from end-users and patiently walked individuals through basic troubleshooting tasks through to resolution or escalation.
• Documented faults with detail and evidence in our ticketing systems, Zendesk & OSTickets.
• Liaised with third-party vendors for further investigation of our wholesale fibre product, communicated effectively to both them and the end-user, keeping everybody up to date on faults.