TRACY-LEE STUART

Technical Support & Troubleshooting

• Support for hardware, software, and account access issues for both onsite and remote users.
• Diagnose and resolve incidents using tools such as ServiceNow, Maximo, and Oracle Service Cloud.
• Escalate unresolved cases to specialized teams.

User Account and Access Management.

• Manage Active Directory accounts, password resets and security group permissions.
• Support with two-factor authentication setup, and access control policies.

Incident and Request Management

• Log, track, and prioritize tickets in alignment with ITIL best practices.
• Monitor tickets to ensure timely resolution and customer satisfaction.

System and Application Support

• Provide assistance for Microsoft 365 and other business applications.
• Download and install VPN software on Windows and Mac machines.

Customer Service and Training

• Deliver step-by-step technical guidance to non-technical users in a professional, empathetic manner.
• Assist with training for new hires on IT processes, security awareness, and system usage.

Knowledge Base and Documentation

• Create and maintain knowledge articles, troubleshooting guides, and FAQs to improve first-call resolution rates.
• Contributed to continuous improvement by documenting recurring issues and suggesting process changes.

Technical Support and Incident Management

• Support in a Managed Services environment for applications, and 3rd-party systems.
• Troubleshoot hardware, software, printers, network connectivity, and other IT-related queries.
• Ensured all tickets were acknowledged and managed based on business impact and priority.
• Escalated high and critical priority incidents to appropriate teams or client environments.
• Monitored potential failures or major incidents to proactively address service disruptions.

Service Delivery and SLA Management

• Maintained and tracked Service Level Agreements (SLAs) to ensure timely resolution of incidents and requests.
• Correctly identified and applied business severity levels based on impact.
• Ensured consistent, clear, and effective communication with end-users throughout the incident lifecycle.

Customer Support and Communication

• Assisted end-users with logging incidents and raising service requests via the service desk
• Provided technical explanations in user-friendly language to ensure understanding.
• Delivered support across multiple accounts for clients in various industries, adapting quickly to different environments.

Training and Knowledge Sharing

• Created and maintained knowledge articles, troubleshooting guides, and FAQs to improve first-call resolution rates.
• Maintained awareness of service desk processes, escalation procedures, and customer-specific requirements.
• Supported colleagues through knowledge sharing and effective handover notes for escalated cases.

Previous Positions

Request Management Analyst (2020)

• Managed incoming service requests
• Monitored request fulfillment to maintain SLA compliance.
• Acted as a point of contact for request-related queries and escalations

Verint Quality Assessor (Secondment – 2019)

• Daily quality checks on calls and chats taken by the Service Desk team.
• Compiled daily reports to track team progress and identify areas for development.
• Facilitated daily feedback sessions with analysts to promote continuous improvement.
• Liaised regularly with Technical Leads and Team Leads to address report findings.
• Investigated and provided feedback on escalations received from customers or management relating to quality concerns.

Main purpose:

• Provide customer support, service information and resolve queries relating to internet connection (telephonic and email)
• Assisting via email and adding notes while resolving the query
• Ensuring ALL queries are logged to specific resolver groups where necessary
• Troubleshoot broadband hardware such as routers and connection devices and their systems
• Escalate queries to relevant groups
• Providing feedback to clients and making sure that they are happy with the service
• Ensure product knowledge and keeping updated with changes and updates of services
• Ensuring that KPI's are met on a month-to-month basis
• Managing email and call queues effectively

Main purpose:

• Provide customer support, service information and resolve queries (telephonic, online and email)
• Responding to support tickets logged via Zendesk platform
• Ensuring all queries are logged and resolved
• Preparation of monthly newsletters sent to clients
• Analyze, diagnose, and prevent credit card fraud
• Develop and maintain basic reports on MS Excel and Jasper Soft (internal system)
• Assessing online banking systems and third-party transaction management systems

Junior Admin and Support Engineer (2014)