John Gannon

• Selling, servicing and repairing computers, tablets and phones. • Managing shop stock and shelves. • Interacting with customers from diagnoses to repair. • Providing IT solutions to business customers, including Networking, Server maintenance, on-site repairs and solutions. • Providing over the phone technical support. • Managing the shop in the absence of the owner.

• Handled high volumes of customer contact. • Worked during peak times of an extremely busy launch period. • Earned 100% CSAT scores for the month of March. • Proficient in product knowledge across all support areas. • Responsible for working on in depth analysis of customer records. • Developed tools to analyse and search player data. • Worked with a specialized team tasked with managing and improving these tools. • Heavily involved in process and procedure improvements.

• Carrying out quality assurance checks. • Working as part of a group to develop automated regression test cases. • Coding automated test cases in Java. • Analysing Bugs / Defects in software. • Documenting defects in terms of how to replicate and work around them. • Carried out full hardware system testing on the various hardware configurations before launching new software versions. • Performed load testing by simulating users on the system.

Mathematical Physics, Software Engineering, Project Management, Database Systems, Computer Systems and Organisation, Human Computer Interaction, Artificial Intelligence, Professional Skills. Machine Learning and Data Mining, Modern Information Management, Systems Modelling and Simulation.