Ritchie BEARFIELD

As Support Team Manager I managed a 10 strong Application Support team and encourage the achievement of SLA's, working to best practises and hitting targets for both Ticket Solves and client satisfaction. Later as I went part time (birth of a child) my title changed to Technical Consultant as I transitioned towards leaving the company.

As Support Team Leader I continued to work on 2nd line cases and tasks with the additional responsibilities of; Activly involved in the recruitment and training of new team members. Managing the workload of a team of 7-9.

As a second line support engineer I worked on cases escalated from 1st line as well as escalating through to 3rd line/R&D for issues in the core code. In this role I managed a high caseload and had to respond to changing priorities and customers own internal deadlines. Responsibilities included keeping clients/licensees updated with the status/progress of cases as well as updating the case in the system.

Responsible for supporting anything from home users desktops and printers to small companies multi server network solutions. This included operating systems for which I attained a Microsift accreditation for Small Buisness Server. As well as maintaining and replacing faulty hardware which could range from parts to full rebuilds. Part of the day to day running of said systems included maintaining Active Directory and monitoring backups.