Anna Williams
SM1 Sutton, London | [email protected] LinkedIn: [Link to Profile] |
PROFESSIONAL SUMMARY
Highly analytical IT Help Desk & Application Support Specialist with over 5 years of experience managing enterprise-grade SaaS communication platforms and cloud-based contact center solutions. Expert in 1st and 2nd line support, specializing in Salesforce Service Cloud, Zendesk, and VoIP/telephony infrastructure. Currently completing an MSc in Computer Science, offering a unique blend of hands-on incident management and advanced theoretical knowledge. Proven track record of resolving complex technical escalations and collaborating with engineering teams to optimize system performance and meet strict SLAs.
CORE COMPETENCIES
- SaaS & Cloud Support: OMNI Omni-channel, TelXL, VoIP, IVR, Call Routing, Agent Connectivity.
- Incident Management: 2nd Line Support, SLA Compliance, Root Cause Analysis (RCA), Ticket Prioritization.
- Technical Ecosystems: Salesforce Service Cloud (4.5 Years), Zendesk, Microsoft 365, Windows Support.
- Collaboration: Cross-functional liaison with Network Ops, Engineering, and DevOps teams.
- Soft Skills: Technical Documentation, Stakeholder Management, Training & Onboarding.
PROFESSIONAL EXPERIENCE
Cirrus Connects Ltd | Help Desk Analyst (1st & 2nd Line Support) 2021 – Present
- Platform Expertise: Serve as the primary technical point of contact for OMNI and TelXL cloud contact center platforms, ensuring 99.9% service reliability for enterprise clients.
- Incident Resolution: Investigate and resolve high-priority incidents related to telephony, VoIP services, agent connectivity, and complex IVR routing.
- Cross-Functional Collaboration: Partner with Network Operations, Engineering, and Development teams to diagnose deep-seated platform bugs and implement long-term fixes.
- SLA Management: Proactively manage and prioritize service desk tickets, ensuring all incidents and service requests are resolved within agreed-upon timeframes.
- Change Management: Support system configuration changes, user provisioning, and platform testing during deployments and upgrades.
- Knowledge Leadership: Maintain comprehensive technical documentation and internal Knowledge Base (KB) articles to streamline troubleshooting processes and improve “First Contact Resolution” rates.
Technical Training & Study | Career Break / Professional Development 2018 – 2021
- Dedicated period focused on pivoting into high-level IT Support through formal education.
• • Completed intensive CompTIA IT Training (Networking & Fundamentals).
- Enrolled in and commenced MSc Computer Science to deepen understanding of software architecture and networking.
We Buy Any Car | Branch Manager 2016 – 2018
- Oversaw daily branch operations, managing inventory and logistics while maintaining top-tier customer satisfaction ratings.
- Utilized internal CRM systems to track performance metrics and streamline branch workflows.
True Telecom | Area Manager 2015 – 2016
- Managed a portfolio of regional telecom accounts, acting as the bridge between business customers and technical delivery teams.
- Ensured client retention by addressing service-level concerns and facilitating contract renewals.
Printwell Ltd | Account Manager 2013 – 2015
- Coordinated commercial service delivery for key clients, ensuring projects were delivered on time and within scope.
Titan Telecom | Team Manager 2011 – 2013
- Led a team of five representatives, coaching them on performance targets and service excellence.
EDUCATION & CERTIFICATIONS
Master of Science (MSc) in Computer Science Solent University London | (Expected Completion: [Year]) * Core focus on Networking, Systems Architecture, and Data Management.
CompTIA IT Training Certification Pathway * Modules: IT Fundamentals, Networking Essentials.
TECHNICAL TOOLKIT
Ticketing & CRM: Salesforce Service Cloud, Zendesk, Jira Service Management
Cloud/SaaS: OMNI, TelXL, Microsoft 365 Admin Center, Azure Fundamental
Networking: VoIP, TCP/IP, IVR Configuration, SIP Trunking
Operating Systems: Windows 10/11, Windows Server (Basic), macOS
ADDITIONAL INFORMATION
- References: Excellent professional references available upon request.
- Availability: Standard notice period / Flexible around Master’s degree schedule.