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.

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

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