About Joe Shipley:
I am a 2nd Line Technical Support Engineer at Subfero. I can work independently as well as part of a team. I have experience in a fast-paced environment whilst hitting KPIs. Currently I am looking for my next challenge and broadening my technical experience whilst sharing my experience and knowledge I have gained at Subfero.
My interests are fixing computers and consoles. I am a family orientated person and love spending time with my daughter.
Experience
November 2022 – Present Floorwalker
From being an ambassador, I wanted to challenge myself by broadening my knowledge and experience as a floorwalker (second line).
Key Responsibilities:
· Liaising with recruitment to support and conduct interviews
· Providing 1-to-1 and group coaching to technical support ambassadors regarding their technical ability, process adherence, and customer service.
· Reviewing the quality of work, both technical and process, on live and completed tickets.
· Scoping complex technical issues raised by first-line ambassadors in order to provide resolution or prepare them for escalation to engineering teams.
· Providing high quality customer service and technical support to Microsoft customers
· Liaising with team leaders and ambassadors to develop coaching plans in order to close knowledge/behaviour gaps.
· Creating detailed documentation around specific technical issues, and general process guidance.
September 2021 to November 2022 Concierge Support Ambassador
During my first year at Subfero I quickly became one of the most consistent agents on the morning shift, I have gone above and beyond Microsoft’s targets and obtaining incentives.
Key Responsibilities
· Identifying Microsoft 365 user issues, diagnosing problems and delivering workable solutions via phone, email, and live chat
· Resolving quick and complex issues relating to hybrid migrations
· Supporting the whole infrastructure of Microsoft 365
· Managing the start to end process of tickets
• Providing excellent customer service experience while acting in a professional manner
• Using own initiative to research and collaborate with colleagues to resolve complex technical issues
• Agreeing and adhering to call backs with customers to follow up on their technical problem
• Managing a busy workload of new tickets and existing case while hitting KPI's
• Experience with ticketing system
Education
Edexcel Key Skills Certificate Level 2 in ICT
2004 to 2009 Patchway Community College
GCSE - Maths
GCSE - English
BTEC First Diploma in Applied Science
BTEC First Diploma in Business
GCSE - Media Studies
GCSE – Food Technology
GCSE – History
GCSE – Citizenship studies
GCSE – Religious studies
2010 to 2011 Mcdonalds Resturants
People 1st Apprenticeships
Hospitality Services Apprenticeship
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