Hi, I'm Nigel Smith.

Customer Support & Technical Advisor combining web technology expertise with clear, empathetic user troubleshooting.

✉️ Get In Touch 🔗 LinkedIn Profile

Technical & Professional Skills

🎧 Software Troubleshooting
📊 CRM & Ticketing Systems
💼 QuickBooks Support
☁️ Salesforce
🌐 HTML5 & CSS3
⚡ JavaScript (ES6+)
🐘 PHP / Drupal
🐍 Python (Certified)
🖥️ Active Directory
🖥️ Windows Server & O365
📡 Yealink VoIP & Networking
🤝 Conflict Resolution
🗣️ Empathetic Listening

Career Journey

Customer Support / Technical Advisor @ Concentrix
Feb 2021 – July 2026 | Birmingham
  • Resolved complex inquiries across digital channels, maintaining top satisfaction metrics.
  • Specialized in technical account resolutions, including full QuickBooks Online troubleshooting.
  • Guided users through step-by-step solutions with clarity and empathy.
Support Desk Analyst @ Interserve
Jun 2020 – Dec 2020 | Birmingham
  • Analyzed operational datasets using Excel to produce clear, actionable reporting.
  • Collaborated across departments to optimize key business decision-making processes.
1st Line Support @ Midlands Telco Consultants
Nov 2019 – Jan 2020 | Birmingham
  • Handled technical & billing requests while deploying Yealink VoIP and broadband equipment.
IT Service Desk & Support Technician @ Lifeways Group & Midlands Telco
Apr 2019 – Sept 2019
  • Managed Active Directory tasks, Exchange Server operations, Office 365, and hardware installations.

Education & Qualifications

BTEC Level 3 Diploma in IT

Netcom Training, Birmingham

2018 – 2019

City & Guilds Diploma in ICT Systems

JBC Training, Birmingham

2017 – 2018