Thomas Simpson

Dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction, looking for a role as an IT security analyst. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of the customer service industry. Committed, hardworking, and ready to join my next team

1st line support analyst, Managed/Sports Information Services (SIS ltd), Milton Keynes AU G U S T 2 0 2 1 — P R E S E N T • Worked to ensure a positive and hassle-free customer experience. • Working with SIS production & content teams providing tech support to all betting shops in UK, Ireland and worldwide • Providing remote tech support to 400 plus SIS employees • Identified and maximised sales opportunities, and increased customer retention rates. • Troubleshoot desktop and system problems, diagnose and solve hardware/software Incidents/problems • Incident and problem management • Provide solution(s)/work around(s) to incidents and Problems • Contribute to polices, processes and procedures • Install, maintain and support new applications • Work to SLA thresholds for incident(s), request(s) and problem(s) • Prioritising and managing several open cases and mini projects at one time • Trend Analysis and Problem management • Establishing a good working relationship with the business and 3rd party’s

CompTIA Security + SY0 601, Pearson Vue