Multichannel Technical Support Analyst @ Monitor and support the eCommerce environment for performance , interfaces and data integrity. Initial point of contact within IT for systems related issues and reporting. Implement and manage a series of checks to monitor and maintain the day-to-day running of the toyshop website (www.thetoyshop.com), third party channels (Ebay, Amazon, Tesco and Play.com). Manage all support issues, working with contracted third parties to ensure resolution within SLA to minimize business disruption. Crisis management of priority 1 support issues to ensure business continuity. Investigation and correction of data and interface issues. Reconciling channel orders. Reporting of third party support services including performance against agreed SLAs. Reporting of internal KPIs.UAT testing of all online development changes and support the final business UAT process. Systems configuration and implementation of multi-channel services for stores and delivery plans. From March 2015 to Present (10 months) IT Service Desk Analyst @ • On assignment with Project recruit and Fujitsu as Marks & Spencer as our client. • Logging incidents and trying to resolve at first line • Monitoring alerts, logs and work orders via Remedy On Demand and 3rd party suppliers such as AT&T and Usablenet via JIRA. • Ensured support tickets were escalated appropriately and that associated communications and activates were in line with ITIL SLA. • Dealt with open escalations. Ensuring any open escalation were followed-up and closed/resolved as soon as possible. • Dealt with high severity issues which were time sensitive to the business to ensure quick resolution. • Provided first line expertise for applications including Citrix, Windows and EPOS retail staff regarding digital store devices. • Supported in-store M&S staff who are using new store technology such as TSOP (Technical Servicing Order Point) ordering HUBS and mobile Pay@POS systems. • Acted as first point of contact between the team and Service Desk Managers when involved in severity 1 and severity 2 issues. • Undertook team projects when required and updated team knowledge repository. • Raised and coordinated Service Requests for access to Media Manager, Adobe applications such as Scene 7, CQ5 and Omniture. • Remote support via Citrix applications (VCN ). Sky Cloud Wi-Fi, Corporate Ordering Finance System (CIFS), Adobe CQ5, ICOS (Windows NT& Rumba Server). IaaS (Infrastructure as a Service cloud). LogMeIn for remote support to (touch screen order points for stores). • Usage of SR5 to specify files, folders and folder trees that should be preserved. This makes it possible to restore the correct files, folder or folder trees to the user profile. • Supported and escalated Wi-Fi Connectivity with AT&T, Vodafone and Logicalis (LAN support) and built quality assessments using NetCheck troubleshooting applications to build cases for better Wifi. From September 2014 to March 2015 (7 months) Senior Distributor Services Representative UK & Ireland @ Promoted to Senior Distributor Services Representatives to help support growing team. Provided technical support over the phone to all client applications users. Ensured that all call details were captured and entered in the logging software (Service Now). Updated support documentation and team knowledge base. Analysed problems, researched potential solutions, isolated issues and referred complex problems to regional (EMEA) technical team and Global (USA) technical teams. Acted as lead on UK and Ireland User Acceptance Testing (UAT) on new application roll-outs. Feedback of any critical/showstopper/minor bugs during UAT to local regional and global development teams. The projects included, new/ changing website functionality, Oracle Server Upgrades, Tokenisation online card payments implementation and product price structure change online validations. One of the biggest projects was the release of Herbalife’s first iOS App Store application for our Members to use. My next biggest project was a launch of a smartphone compatible version of our online website. Assisted Helpdesk with new team members on-boarding to ensure all new starters had necessary hardware and software implemented. Responsible to raising any team hardware and software incidences by investigating and sourcing solution before raising tickets to Helpdesk to help reduce unnecessary tickets in Service Now system.Visual and Audio support for team meeting presentations. Linking laptops and desktops to television screens for PowerPoint presentations and setting up the Polycom teleconferencing. Observed and supported Helpdesk with of physical set up of desktop hardware and software. Provided voluntary support on weekends for desktop roll-out projects and moves to add to my own knowledge base of Microsoft systems (Active Directory and Outlook email server clients). From August 2013 to September 2014 (1 year 2 months) Distributor Services Representative UK & Ireland @ • On a daily basis handled all inbound Distributor queries on all aspects of the business. • Received and processed orders via telephone/ fax / web ensuring accuracy of processing. • Referred all and any queries to the relevant teams or Herbalife staff members if necessary. This often included escalating queries to management levels. However, when possible I always tried to resolve issue on one call basis. • Adhered to all policies and procedures within Herbalife when advising distributors. • Exceeded Distributor Expectations of Distributor Service. • Promoted self-service information available online to Distributors, regarding rules, ethics and general information. This included up-selling tools and training facilities to Distributors to empower them to run their business as best as they could. • Investigated and at times escalated IT problems via Service Now and Remedy ticket reporting system. I had to ensure all information was detailed and complete before submission. • Travelled to Herbalife Rome office for 1 week to work on User Acceptance Testing of Herbalife’s first smartphone mobile application. • Worked heavily on the Leads Management System project. Other involvement included team training of the applications and also handled escalated queries from Distributors regarding leads. • Worked at various EMEA and nationwide Herbalife Distributor events. Often worked at event helpdesk, helping Distributor with various registration problems. • Attended weekly meetings to offer constructive feedback and suggestions on improvements to Distributor Services day-to-day running. From October 2010 to July 2013 (2 years 10 months) Repairs Coordinator @ Orchard & Shipman is a diverse national property group; working in partnership with our clients we deliver demonstrable service improvements whilst delivering defined cost savings. We are property and housing management specialists with a network of offices and over 160 staff nationwide. Our mission is to provide services that our clients need at a price that suits, if it is good for our customers then it is good for our business. With over 40 years experience Orchard & Shipman have the experience, expertise and drive to save you money whilst improving performance and customer satisfaction. Our clients have chosen to work with us as we are pragmatic not bureaucratic. We focus on getting the job done and providing long term solutions. • The purpose of the role was to provide and maintain a high level of customer service and assist in delivering a high standard and cost effective maintenance and repair service to residential landlords and tenants. • Applying effective planning skills to manage the allocation of works to ensure maximum productivity and performance are achieved and undertake all necessary administration in relation to reactive repairs. • Monitoring target completion dates and priority codes in relation to work orders you will ensure maximum performance is achieved. Proactively working to meet key targets on repairs you will identify any issues that may adversely affect such targets being achieved. In addition you will coordinate the allocation of repairs to external contractors as and when necessary and administrating such jobs through to completion. From July 2010 to September 2010 (3 months) London, United KingdomCustomer Service Team Leader Agent @ Promoted to Team Leader within just over a year with Photobox. In this fast-paced environment, I was responsible for leading a team, Drove the UK website User Acceptance Testing. Helped create the test scenarios and was instrumental in opening communication with the website developers and website designer, so we could relay constructive feedback from customer. Testing static HTML pages for layout, colour and design. Reviewed user stories, ensuring they are well defined prior to test planning and scripting. Reported all bugs and defects via Firefly reporting system. Ensuring all bugs and defects were prioritised and resolved in timely manner in line with customer’s expectations. Chased and escalated outstanding tickets to management and operations to ensure outstanding tickets were resolved. Driving performance of the team to achieve customer service SLA. Supervision and monitoring of the call queue. Handled escalated phone queries and complaints. Investigating and problem solving were essential in order to ensure a timely resolution to any customer or departmental query or complaint. Promoted team contributions and the use of best practice to ensure new information is captured. Reviewed current changes and effects on the team. Promoted the use of accurate record management to ensure all records are kept up to date, following the customer management processes. Documented, analysed and delivered statistical data as required by management to track work progress and achievement of my call team. Identifying website incidences impact on Contact Centre SLA and feeding back reports to Customer Service Manager and Operation Managers. Managed the training and development of the team. Organize, prepare and attend regular meetings with the customer, in conjunction with senior management, in order to review the business over the past period as well as to define the objectives for the coming period. Worked closely with the IS organization to meet customer expectations. From June 2009 to July 2010 (1 year 2 months) Customer Service Agent @ • Joined the Photobox Customer Phone Support phone team as a customer support agent at in London. • Responsibilities included inbound calls from customers relating to product information, pricing and technical issues. Other key responsibilities included providing feedback and suggestions from customers. • Responded to user queries and technical issues through our web based support system, email and telephone via remote access systems. • Provided support to end-users (external customers of Photobox) by identifying, researching and resolving problems and issues via remote desktop web applications. • Identify and report bugs and complex issues to escalate to senior members of the team via Firefly bug reporting system. • As a senior and experienced member of the team. I was given the opportunity to train up new customer service agents. From June 2008 to August 2009 (1 year 3 months) London, United KingdomRecruitment Consultant @ Vertical Market Project Manager & Programme Managers From October 2007 to March 2008 (6 months) Recruitment Consultant @ Huxley Associates is an international recruitment consultancy that provides specialised permanent and contract recruitment services in the following sectors: IT Support (1st, 2nd and 3rd Line support). Wintel and Windows Network architects. From April 2007 to September 2007 (6 months) Sales Consultant @ E-Sales Phone Sales. • Responsible for selling the full array of Carphone Warehouse products (Mobile phones, mobile contracts, pay-and-go, mobile insurance, landline phone packages branded TalkTalk and the combined broadband packages). • I was given some responsibilities from my team leaders to run motivational training huddles. This incorporated providing up-to-date information on new changes to contracts terms of sale and also new products. This included running through the full specifications of phone hardware and software, to enable sales staff to provide best suitable phone options to customers. • Other necessary telecommunication product knowledge included in-depth broadband technology to upsell Carphone Warehouse TalkTalk service. • Earned many commendations from senior sales manager, for going the extra mile with customer care issues. • Administration and data-entry of all orders processed. Dealt with confidential security data from system via SAP order processing system. From January 2005 to March 2007 (2 years 3 months) Senior Lifeguard @ From July 2001 to September 2004 (3 years 3 months)

BSc Biomedical Science, Science @ University of Westminster From 2001 to 2004 A level, Biology, Chemistry, Information Technology @ William Morris Academy From 1999 to 2001 GCSE, 8 A-C @ Acton High School From 1993 to 1999 Joey Chatterjee is skilled in: Customer Service, Management, Sales, Leadership, Selling, Human Resources, Team Building, Marketing, Social Media, Telecommunications, Research, CRM, Call Centers, Technical Support, Active Directory, Training, ITIL