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
June 2019 – Sept 2019
  • Managed Active Directory tasks, Exchange Server operations, Office 365, and hardware installations.
IT Support Technician Midlands Telco
April 2019 – June 2019
  • Managed Active Directory tasks. Assisted with Windows Server administration, ensuring system stability and user access.
  • Supported Office 365 installation and user onboarding.
  • Supported Exchange Server operations and maintenance, facilitating seamless communication for users.
  • Configured TP-Link and Billion routers to optimize network performance.
  • Ethernet cables installed in office spaces to enhance connectivity.
  • Participated in the configuration of cloud services for improved accessibility.

Interactive Support Console Demo

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Education & Qualifications

BTEC Level 3 Diploma in IT

Netcom Training, Birmingham

2018 – 2019

City & Guilds Diploma in ICT Systems & Principles

JBC Training, Birmingham

2017 – 2018

Web Applications Certification

Staff Skills academy+

1 June 2026

Python Certification Course

Google Developers Launchpad

27th December 2020

Pearson BTEC Level3 Diploma in IT

IXION HOLDINGS(CONTRACTS)LTD+

April 2019

Ethical Hacking for Begginers

Udemy

1st December 2021