Summary
Overview
Work History
Education
Skills
Websites
References
Certification
Timeline
Generic

James Flood

Escalation Engineer
Glasgow,Cardonald

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience
3
3
years of post-secondary education
3
3
Certifications

Work History

Escalation Engineer

OneNet NZ
01.2023 - 06.2024
  • Enhanced customer satisfaction by promptly addressing and resolving escalated technical issues.
  • Mentored junior engineers, improving their problem-solving abilities and overall productivity.
  • Provided exceptional customer service while resolving difficult situations diplomatically, maintaining client loyalty during challenging circumstances.
  • Created knowledge base articles for common issues, enabling quicker resolutions for customers and support staff.
  • Leveraged root-cause analysis techniques for identifying underlying issues, enabling long-term improvements to product stability.
  • Supported sales teams by offering technical insights during pre-sales discussions with prospective clients where appropriate.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Served as a subject matter expert in key technology areas, providing guidance and expertise to colleagues and clients alike in multiple areas including webhosting, email and VoIP.

Service Desk Engineer

OneNet NZ
03.2020 - 01.2023
  • Supported system users, educating clients and colleagues on troubleshooting and problem-solving protocols.
  • Delivered helpdesk service and support to customers.
  • Documented system configuration, mapping and processes.
  • Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.
  • Collaborated with team members to diagnose and resolve complex technical issues for clients.
  • Responded promptly to after-hours support requests when necessary, demonstrating commitment to exceptional customer support at all times.
  • Configured equipment such as desktops, laptops, printers, and mobile devices for deployment throughout the organization.
  • Configured and tested new software and hardware.
  • Tested new software and hardware prior to deployment.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Researched and identified solutions to technical problems.
  • Installed, configured and maintained computer systems and network connections.
  • Monitored system performance to identify potential issues.
  • Created user accounts and assigned permissions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Duty Manager

Hoyts Cinemas Sylvia Park
01.2014 - 02.2020
  • Supervises 10 screen cinema multiplex
  • Provides support to front-line staff
  • Customer facing role requiring good people skills.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
  • Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
  • Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Mentored and supported junior staff members to apply best practices and follow procedures.

Technical Manager

Hoyts Cinemas Sylvia Park
03.2013 - 02.2020
  • Leads projection team in ensuring high standard of cinema content presentation
  • Programming cinema servers weekly with new content
  • Liaises with clients to plan for special events and cinema hires
  • Sets up and executes events according to client specifications, includes NZ premieres of major films, Manaiakalani film festivals and local film industry awards shows.
  • Mentored junior staff members, fostering a supportive environment and promoting professional development.

Intern

Centre For Automation And Robotic Engineering Science – University Of AUckland
1 2014 - 03.2014
  • Integrated systems to implement an indoor test platform for a fruit harvesting robot
  • Robot tracks targets with object recognition intelligence using TensorFlow and hits the targets with a laser array.
  • Analyzed problems and worked within a team to develop solutions.
  • Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
  • Prepared project presentations and reports to assist senior staff.

Education

Bachelor of Engineering (Hons) - Computer Systems Engineering

The University of Auckland
Auckland, AUK
04.2016 - 04.2019

Skills

Programming skills – C, C, Python, ROS, Java, VHDL, SQLite, MATLAB

References

  • Tim Lepetit, Cinema Technology Group, NZ Technical Manager, 021662762, tlepetit@hoyts.co.nz
  • Brendan Laing, OneNet Ltd., Chief Security Officer, brendan.laing@onenet.co.nz

Certification

Certified in Cybersecurity - (ISC)2

Timeline

Certified in Cybersecurity - (ISC)2

06-2024

Bitdefender CSP, Business and Technical training

04-2024

Microsoft 365 Certified: Teams Administrator Associate

12-2023

Escalation Engineer

OneNet NZ
01.2023 - 06.2024

Service Desk Engineer

OneNet NZ
03.2020 - 01.2023

Bachelor of Engineering (Hons) - Computer Systems Engineering

The University of Auckland
04.2016 - 04.2019

Duty Manager

Hoyts Cinemas Sylvia Park
01.2014 - 02.2020

Technical Manager

Hoyts Cinemas Sylvia Park
03.2013 - 02.2020

Intern

Centre For Automation And Robotic Engineering Science – University Of AUckland
1 2014 - 03.2014
James FloodEscalation Engineer