Oliver Harrison

• Led and facilitated a variety of kayaking tours, from school and community groups to explorer tours.
• Taught guests safety protocol and provided first class customer service

• Led 15 weekly on-snow ski tuition to individuals and groups of all ages and abilities.
• Ensured students safety by implementing safety procedures in every lesson.
• Provided top levels of customer service to all guests.
• Created engaging and fun on-slope activities to improve student's skiing.

• Performed regular client systems reviews and recommended a series of IT improvements. These improvements included updating aging hardware, client site Wi-Fi , network and cloud security measures and internal IT employee efficiency.

• Conducted and led client strategy implementation meetings to discuss IT budgets and 5 year objectives.

• Performed client IT security audits and completed client’s UK Cyber Essentials and Cyber Essentials certification.

• Planned, managed, and completed client migrations from on-premise services to Microsoft 365 cloud solutions.

• I retained a 100% client contract extension rate, alongside a 90% success rate in renegotiating higher contract pricing.

• Projects:

- Managed from start to finish, this project consisted of 2 days of planning and 7.5 days of migration and 0.5 days of rectification of any fallout issues to migrate a 20 user company from outdated on-premise Windows Hyper-V server and its virtual machines to Microsoft 365 Azure and Sharepoint.

- Led a 2 week project for a 200+ user charity to pass their Cyber Essentials plus certification. This entailed running over 1000 software patches and updates across 15 end user devices and Windows servers.

- Led an international project for a company with markets in 4 continents in order for them to complete their Cyber Essentials plus certification.

- Oversaw all phases of the project lifecycle for a 50+ user charity who were migrating their aging on-premise servers to Microsoft 365 cloud services.

- Completed several client Unifi wireless access point upgrades and replacements.

- Completed several client firewall upgrades from aging models to company preferred vendors, such as WatchGuard.

- Multiple implementations of Datto BCDR solutions

• Offered technical helpdesk support to customers on printers, PCs and laptops and mobile devices.
• Communicated technical concepts to customers clearly by phone, email and online chat.
• Recommended and implemented configuration changes and system additions to optimise performance.
• Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
• Troubleshot operating systems, hardware and software problems to identify root
• causes.
• Ensured that high levels of customer service were provided to existing and prospective company clients.

• Led a series of training sessions to over 100 employees to ensure a smooth change management of new company IT system.
• Used ticketing systems to effectively prioritise end-user issues, minimising equipment downtime.
• Performed planned preventative maintenance, repairs and technical upgrades on company IT systems.
• Employed speedy diagnosis techniques across software issues, achieving high first time resolution rates.
• Engaged in monthly department meetings to input my ideas on new technical processes.

• Responded to incidents on-site, providing precise time estimations and managing customer expectations
• Gave first-line support to customers within agreed Service Line Agreement (SLA).
• Reduced escalation workload and maintained timely feedback to management.

• Effectively handled daily customer meetings, sales calls and account management tasks.
• Used cold-calling, email outreach and LinkedIn to source and develop opportunities.
• Managed client relationships from early stages of sales process through to post-sales.