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
Experience with Visual Studio, Eclipse, other environments
Experienced with both Linux and Windows environments
Experience with object oriented programming
Incident Management
Hardware diagnostics
System Administration
Teamwork and Collaboration
Problem-Solving
Remote Technical Support
Microsoft Windows and Office
Problem-solving abilities
Technical issues analysis
Troubleshooting Network Issues
Desktop support
Application installations
Excellent Communication
Decision-Making
Hardware and Software Repair
Adaptability and Flexibility
Effective Communication
Team Collaboration
Problem-solving aptitude
Analytical Skills
TCP/IP
Data Recovery
Technical Documentation
Microsoft Certification
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