Meet the Team
OWNER / MANAGING DIRECTOR
My role is to provide the overall direction and “eye on the compass” as to where we, as a team are heading, setting the overall business strategy and financial budgeting.
My primary driver is Trust, which I believe is delivered by being honest, consistent and delivering against promises. The team at Q2Q have all been recruited based on these values, with ability being secondary, however between them they have over 100 years’ experience in the IT game so there is no shortage of talent!
I work with the team to ensure that there is continuous organizational performance improvement that is always customer focused, ensuring they are working collaboratively and efficiently, coaching them individually and as a team to bring out their best performance in supporting our customers.
Whilst always having been involved with systems implementation throughout my career, I have an operational background and no specific IT experience. However, if anything, I believe this makes me more qualified to ensure the team deliver great service, drawing from my operations experience, and having been on the wrong side of poor IT support in the past. I can relate to how crippling this can be to a business, making it paramount that we ensure that IT issues are as invisible as possible, leaving the customers to get on with running their businesses smoothly.
As Development consultant I am responsible for the development of SQL databases and reports for our clients and for internal use. This often includes automating repetitive procedures and tasks to provide more accurate and efficient workflows. I am also heavily involved in reporting, providing quick, accurate data feeds, macros and reports for our users via Excel and Word.
For our E-commerce customers, for example, transferring data to and from SQL for sales processing and stock control and product updates. I also get involved in data integration projects.
Simply put, I optimise processes to ensure our clients are maximising efficiencies and making the most of the technology available to them.
On a daily basis I work on resolving IT issues for our clients. My skill set tends to adapt according to the current needs of our customers, from solving basic matters like fixing a printer through to more complex server infrastructure deployment. I am also often out on site visiting customers that are in need of an IT saviour.
Within the team, I work on the proposals for new and existing customers, and ensure we all work together to implement the solutions we propose.
I enjoy overseeing new projects so that, when clients evolve, we can ensure their growth, office move and/or induction of a new team member, is as seamless as possible from an IT perspective.
I also drive the rest of the team insane with my singing!
TECHNICAL SUPPORT ENGINEER
I work with our customers to resolve their problems on a wide range of IT Hardware and Software and make sure they can get back to work as quickly as possible. Whilst providing assistance on the phone and via remote support is a big part of my role, I also regularly get out to see clients at their premises. I attend the companies networking events, get involved with the marketing side of things and often ‘on-board’ new clients, giving them a warm welcome. I’m also Q2Q’s customer excellence champion, working on best practise with the team to ensure we are giving great service to our clients.
My role is in one word, preventative. By applying best practices and my experience I analyse systems and try to identify where things can be improved to ensure that predictable problems can be prevented from ever happening.
In addition to that I am modifying internal procedures to improve efficiency and consistency of delivery to customers. Beyond that, I am a point of escalation when problems get really complex.
TECHNICAL SUPPORT ENGINEER
I perform day to day support for Q2Q which means I resolve issues and perform tasks for customers.
It’s been a huge learning curve in my time at Q2Q so far, and I’ve progressed rapidly from solving basic day to day issues for customers, to being involved in various projects, using my obsessive attention to detail to ensure that all the boxes are ticked and every part of the project is managed and delivered on time. I also work on some of the more complex issues, supporting the senior team.
TECHNICAL SUPPORT ENGINEER
My role is a technical support engineer, this means resolving multiple IT issues daily for our clients.
There is a wide range of technical issues that I like to take on as a challenge, making sure I get the client/clients up and running as quickly as possible. This tends to be done remotely, speaking to the client over the phone or through emails. However, site visits are something that I have become accustomed to when the issues/project work needs ‘a hands on’ approach.
As Helpdesk Supervisor at Q2Q I organise the support team to ensure all our customers’ needs and tickets are resolved quickly and professionally. I am also responsible for ordering any hardware on behalf of customers, and ensuring it reaches them on time, and set up ready to use.
JNR TECHNICAL SUPPORT ENGINEER
My role is – Junior Technical Support Engineer
I am the latest recruit at Q2Q. Day to day I support our customers, answer calls and solve a wide range of IT problems for businesses large and small.
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Lancaster: 01524 581690