Daniel Singleton

Helpdesk Technician at Xperience (2024-04 – Present)

First point of contact for all new support incidents from internal and external clients via ServiceDesk portal, email, telephone, and MS Teams, logging and managing every ticket in ConnectWise.
Triage all incoming requests — reviewing and setting ticket subject, priority, department, associated SLA, and contractual requirements — so the right work reaches the right team fast.
Own incidents through to resolution or clean escalation to Level 2/3 teams, always with detailed troubleshooting notes so no client repeats themselves.
Consistently meet SLA targets for call handling, first-time fix, ticket response, and resolution; recognised as a high performer on the desk with customer-satisfaction scores above 90%.
Administer Active Directory and Microsoft Entra ID: user account creation, permissions, and access management across Azure-hosted and on-premises server environments.
Support the full Microsoft suite for client organisations, including Microsoft 365 and Exchange Online.
Manage Intune-enrolled mobile devices and support client telephony estates spanning VoIP services and PBX landline systems.
Perform scheduled and reactive maintenance on client systems and platforms to maximise service availability and minimise downtime.
Manage client networks day-to-day, coordinating with external suppliers to get outages resolved quickly and efficiently.

Helpdesk Administrator at Medion UK (2018-01 – 2021-01)

First point of contact via telephone, email, and customer portal, averaging 40 calls per shift; delivered first-time fixes over the phone and via remote-access sessions.
Diagnosed hardware, software, and network faults — resolving software issues directly and escalating hardware with full diagnostic notes.
Owned the troubleshooting knowledge base and process documentation, reducing repeat queries and enabling customer self-service.
Managed triage for all internal and external support requests and met SLAs for response and resolution, documenting every ticket to company standards.
Identified trends behind recurring problems to prevent recurrence; trained new colleagues and produced monthly reporting for management.

Marketing Manager & Digital Content Creator at Real Image (2023-01 – 2024-04)

Sole owner of the company website — design, maintenance, and troubleshooting — resolving customer-facing issues end-to-end from first report to fix and follow-up.
Ran campaigns across Facebook, TikTok, Instagram, and email, evaluated against hard metrics (conversion, retention, drop-off) — a data-driven habit that transfers directly to SLA- and KPI-managed support work.
Managed external partners and content creators, coordinating deliverables to deadline.

Line Manager at Pizza Works (2021-05 – 2023-01)

Sole shift-runner on closing shifts: delegating tasks against KPIs, resolving issues on the spot, reconciling the till, and securing the site.
Managed stock ordering, rotas, and cover while enforcing strict health, hygiene, and food-safety standards.

Inbound Retentions & Sales Advisor at Intelling Ltd (2021-01 – 2021-04)

Handled inbound and outbound calls, closing sales and retaining customers against KPI targets in a regulated, compliance-driven environment, with accurate data capture and right-first-time back-office processing.

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