Professional Profile
Jamie is an experienced ICT support technician with over 10 years of experience in challenging sectors. This has seen him working with leaders of excellence and overcoming a number of challenges including company and network expansion, moving out of regulatory supervision, evolving current systems and implementing new systems.
A belief in getting the basics right underpins Jamie’s philosophy to life in and out of the workplace.
Jamie has substantial experience in dynamic sectors where tight deadlines and regulatory change are the norm. Jamie's focus is on understanding the needs of the business to provide appropriate support and training. Understanding the needs of the business enables Jamie to provide the right information to the customer at the right time.
Jamie has considerable experience online in various areas, including online forums, creating and using websites, blogs and Twitter presences.
Jamie also has experience in caring for and resolving issues surrounding disabled people including specifying changes to premises and environments to improve access and ensuring NHS agencies provide the care promised.
In Jamie's Own Words
"People come to me when they have problems they need sorted out. Sometimes they come to me even when it's not an area I'm involved in. That tells me I'm good at sorting problems out. My logical mind is ideal in circumstances where the coffee has run out and the stress is rising. Looking back I've been sorting out peoples' problems since my student days. That's quite a while."
My professional experience covers
- Customer technical support and problem solving
- Project planning and administration
- Decommissioning old systems
- Implementing new systems and equipment
- Creating, revising and storing documentation
- Providing training and coaching
- Business continuity and disaster recovery
- Support and advocacy
- Policy development
I am a great believer in equality, engagement, transparency and due process within the workplace.
These days of "processing" customers by following scripts or programmed "training" ignore the needs of the customer. My approach to customer service is to make the customer feel welcome, reassured that I understand their issues and then think before confirming a course of action with them. Always let the customer know where they stand when you're dealing with their problem.
I see so many areas where customer service should be improved, from small outfits to large organisations. So many organisations seem to have forgotten what "customer service" actually means.
It is disappointmenting to see companies giving social media responsibilities to interns or junior staff who have no understanding of social media and how it can affect a company's reputation.
The message is simple: Speak to people with the right experience and who understand how internet and social media use can be integrated into the business. People like me. Trying to do social media on the cheap could be disastrous for your company's reputation.
One bad tweet, comment or e-mail can go viral in a matter of minutes. Don't be the person who made that bad decision - be the person who made the right decision.