CURRICULUM VITÆ

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SUZANNE JANE TANNER

Beckenham
Kent
BR3

PROFILE

A highly competent and experienced service desk operator with excellent communication skills in all areas having worked within the service industry for the last 19 years.
Very capable of working using own initiative and prioritise work appropriately.
Strong team member and well respected with high standard of work ethics.
Able to produce accurate work under pressure and to tight deadlines.
Able to voice ideas and suggestions and contributes well in team meetings and one-to-ones.
Confident and trusted to make decisions in management absences to enable a smooth service to customers and employees alike.
Have continuously progressed within the initial service desk role to a more senior level.
Continually took ownership of escalated calls and resolved to a satisfactory outcome for both customer and company.
Have been involved in change management with the implementation of new procedures and
processes to better serve the company and customers.
Trained and organised work loads for other members of staff.
Possesses wide experience of networked systems and in-house software.

KEY SKILL AREAS

IT ADMINISTRATOR/CUSTOMER SERVICES

• First line contact for Service calls
• Dealing with customer complaints on the phone and by letter
• Provision of first line support within capabilities
• Dealing with IT queries or forwarding onto the appropriate IT member
• Routing of service calls to appropriate member of team and set SLA's
• Allocated work loads to other members of staff
• Primary contact for quotes and ordering of IT equipment and consumables via telephone, e-mail and fax
• Primary contact for the initialisation of Cyclical Replacement Scheme (CRS) for desktop/laptops
• Maintenance of Software Licensing and Coordinating scheduled Renewals
• Maintenance of Heat Asset Register and Table Maintenance within HAT
• BT authorised signatory, Primary contact for ordering PSTL and ADSL lines
• Administration of supplier websites - enabling the set up of new users and the appropriate level of access
.
• Preparation of reports on ordering (weekly), CRS (monthly) and telephone logs (monthly)
• Invoicing for IT department and invoice management for multiple sites
• Invoice escalations when required utilising the Mentor system
• Sourced and organised training sessions for IT staff
• Training of staff in the use various software packages
• Liaised and coordinated with suppliers to maintain hardware within warranty limits
• Training of temporary staff
• Keeping current work on schedule
• Definition of hardware and software specifications
• Liaised with internal departments & suppliers through paper and electronic media as well as telephone
• Was responsible for the ordering of all mobiles and related equipment and organised the smooth transfer of equipment from one supplier to another
• Ordering stationary
• Daily post distribution within the team
• Filing, Photocopying
• Supplied parts after discussion with engineers through telephone and radio contact

VDU OPERATIONS

• Responsible for validation and input of stocks and shares documents
• Input and retrieval of data on a networked system
• Processing of work dockets
• Obtained increased security level clearance for auditing
• Allocated work loads for other members of staff

RECEPTION

• Met and greeted clients and visitors
• Supervision of the Reception area
• Taken incoming calls and forwarded messages
• Operation of telex
• Order stationary
• Register and distribute mail

GENERAL OFFICE DUTIES

• Acted as a member of a Quality team bringing changes to existing procedures to enable a better working structure
• Help set up existing format for procurement of IT equipment and the Cyclical Replacement Scheme as well as SLA's for the procurement
• Main keyholder, responsible for securing office. Attending any call out which occurred during "out of office" hours

ADDITIONAL INFORMATION

• First Aider at Work qualified until 11/07/08
• Manual Handling Course taken June 05
• Maximo training for purchasing June 04
• Customer Service NVQ Level 3 (Not completed as made redundant)

CAREER SUMMARY

Previous to this I worked as a live-in nanny for a Dr and a Staff Nurse.