Summary
Overview
Work History
Education
Skills
Websites
Customer Service Skills
Documentation Skills
Hobbies and Interests
References
Timeline
Generic

Andrew Carter

Auckland

Summary

Deliver customer delight and satisfaction by resolving customer technical issues promptly. Exceeding SLAs and taking ownership of issues. I seek to continuously improve customer outcomes to achieve customer delight.

Currently I am the Technical Support Specialist Lead, in this role I deal with escalations that arise within the Service Desk Team. I also make sure the rest of the team are performing to the best of their ability and make sure we are delivering excellent customer service. In this role I also produce reports on the performance of the service desk team which are sent to and discussed with management on a weekly basis.

Overview

23
23
years of professional experience

Work History

Tech Support Specialist Lead

SMX
02.2023
  • Producing weekly reports for management on the performance of the Service Desk Team
  • Team coaching / mentoring
  • Be the escalation point for the service desk team for customer / reseller complaints, escalated issues.

Acting Tech Support Specialist Lead

SMX
06.2022 - 01.2023
  • Producing weekly reports for management on the performance of the Service Desk Team
  • Be the escalation point for the service desk team for customer / reseller complaints, escalated issues.

Senior Service Desk Analyst

SMX
07.2019 - 06.2022
  • Producing high quality documentation and easy to understand website FAQs which easily and clearly outlines how to use the SMX suite of products, as a result of this material SMX resellers and customers have been able to easily implement changes to their configuration and set up which has increased customer and reseller satisfaction
  • Producing training material - In my current role I have produced effective training presentations to train resellers and customers which has also been used by the rest of the Service Desk team
  • Presenting to resellers and customers via online meetings and in person - as a result of these training sessions resellers have gained confidence with being able to set up and configure SMX customers by themselves and customers have gained increased confidence in using the SMX portal
  • Dealing with a wide range of people every day including customers, resellers and others - these people have a wide range of technical backgrounds so it is important to be empathise with each person and respond with the correct level of technical information.

Service Desk Analyst

SMX
04.2012 - 06.2019
  • Providing excellent support for all customer interactions for email security
  • Submitting False Positives (emails incorrectly marked as spam) and False Negatives (Spam email received) to vendors for correction
  • Provisioning new customers
  • Email client set up for hosted customers (Many versions of Outlook and also SMX webmail support)
  • Demonstrating how the SMX portal works to SMX customers
  • Updating internal documentation using Confluence
  • Creating and updating website content and end user guides (including Office 365 Documentation)
  • Troubleshooting customers email sever connectivity
  • Use Desk CRM to reply to customer emails
  • Teaching / training others in the team
  • Working with account managers on complex cases
  • Monitoring the feedback loop / outbound spam customers
  • Performing other one of tasks such as assisting with PABX set up and other ad-hoc tasks
  • Logging of tickets for internal escalation to other teams
  • Internal IT support.

Email Customer Service Representative

Vodafone
06.2007 - 04.2012
  • Responding to fixed line and broadband customer queries that come into Vodafone via email, letter and fax
  • Internet troubleshooting
  • Written and verbal skills to deal with customers
  • Analytical skills to analyse abuse reports and broadband issues
  • Dealing with nuisance call issues
  • Domain set up.

Phone Customer Service Representative

Vodafone
06.2006 - 06.2007
  • Responding to fixed line and broadband customer queries that come into Vodafone via phone
  • Internet troubleshooting
  • Email troubleshooting and set up
  • Broadband slow speed and disconnections troubleshooting
  • Dealing with accounts issues.

ESL Teacher

November Deyang Primary School
01.2004 - 06.2005
  • Teaching English to children between the ages of 5-12, as an overseas experience
  • Preparing lessons and presenting the material in a way easy for children to understand
  • Managing a classroom of 30-40 children.

Web Developer

Real Developments
10.1999 - 09.2002
  • Developed dynamic websites for customers using Cold Fusion and HTML
  • Worked as part of a project team and to strict deadlines
  • Used SQL server and MS Access as the database
  • Using Photoshop to do basic modifications and resizing of images.

Education

Advanced Certificate in Tourism and Travel -

Sir George Seymour College of Travel and Tourism

Introductory Certificate in Computing plus papers from the Bachelor in Computing Systems -

Unitec

Completed Technical writing course -

Auldhouse
01.2019

Completed Service Desk Analyst exam -

Auldhouse
01.2017

Completed Diploma in Applied Computer Systems Engineering covering MCITP content, Windows 7, Windows Server 2008, Active Directory, Windows Vista, Microsoft Exchange, Completed Microsoft Windows 7 Certification (70-680) -

Unitec
01.2011

Completed Comptia A+ certification -

Unitec
01.2009

Certificate in Teaching English as a Second Language -

Teach international - Auckland
01.2004

Certificate in Community Skills -

Unitec
01.2003

Skills

  • Email flow / delay issues
  • ITIL knowledge
  • FreshService CRM knowledge
  • PABX configuration
  • Linux skills, basic command line and Linux OS knowledge
  • Documentation - docssmxemailcom FAQs at smxemailcom
  • Creating online screencasts, producing training materials
  • Setting up SMX SmartRules for customers
  • Excellent knowledge of a number of versions of Windows
  • Internal support, setting up new machines and resolving post install issues
  • Interpreting mail server logs
  • DNS troubleshooting
  • Training support team members in systems and processes
  • Email client set up (Many versions of Outlook and other Mac email clients)

Customer Service Skills

  • Meet daily targets and often exceed for emails responses to customers
  • Taking ownership of any issues which are raised following through until completion
  • Working with members of the wider business on escalated issues
  • Excellent written and phone skills from over 10 years in a customer service role in an IT /ISP environment
  • Giving effective presentations via webinar and in person on how to use and provision products
  • Working to SLAs – Service level agreements

Documentation Skills

  • Produced several manuals for SMX products
  • Edited and updated existing documentation
  • Created customer and reseller forms on the SMX website to capture data
  • Updated FAQs and content on the SMX website
  • Recorded screencasts for the SMX website
  • Produced training material and trained customers how to use SMX products

Hobbies and Interests

  • Computers
  • Music
  • Reading
  • Outdoors
  • Travel

References

Available on Request

Timeline

Tech Support Specialist Lead

SMX
02.2023

Acting Tech Support Specialist Lead

SMX
06.2022 - 01.2023

Senior Service Desk Analyst

SMX
07.2019 - 06.2022

Service Desk Analyst

SMX
04.2012 - 06.2019

Email Customer Service Representative

Vodafone
06.2007 - 04.2012

Phone Customer Service Representative

Vodafone
06.2006 - 06.2007

ESL Teacher

November Deyang Primary School
01.2004 - 06.2005

Web Developer

Real Developments
10.1999 - 09.2002

Advanced Certificate in Tourism and Travel -

Sir George Seymour College of Travel and Tourism

Introductory Certificate in Computing plus papers from the Bachelor in Computing Systems -

Unitec

Completed Technical writing course -

Auldhouse

Completed Service Desk Analyst exam -

Auldhouse

Completed Diploma in Applied Computer Systems Engineering covering MCITP content, Windows 7, Windows Server 2008, Active Directory, Windows Vista, Microsoft Exchange, Completed Microsoft Windows 7 Certification (70-680) -

Unitec

Completed Comptia A+ certification -

Unitec

Certificate in Teaching English as a Second Language -

Teach international - Auckland

Certificate in Community Skills -

Unitec

Similar Profiles

CREATE PROFILE
Andrew Carter