Adrian Nicholl

WORK HISTORY

EDUCATION

ABOUT ADRIAN NICHOLL

My expertise is defined by successfully serving as the Pioneering European Technical Support Engineer for multiple organisations, where I established foundational customer experience standards, documentation, processes, tools, opening lines of communication with other teams, forging relationships with customers and ensuring business requirements were met.Highly skilled technical support professional with 16 years of experience (nine remotely) providing exceptional support for B2B, B2C and enterprise SAAS applications.Known for delivering top-notch service with empathy, a positive can-do attitude, and composure under intense pressure. A collaborative team player and adept problem solver who excels in taking ownership and working autonomously. Demonstrates an unwavering commitment to gaining in-depth knowledge of products, enabling efficient triaging and resolution of customer issues. Committed to enhancing Customer Experience through clear communication and precise technical detail.Feedback from my customers:→ \"Adrian went above and beyond to help me work through this data. I knew going into it this would be one of those tickets you\'d hate to get. Adrian was extremely patient and worked through all of the data I provided to help me understand my perceived discrepancy. The video he provided to break down what was done was phenomenal, I could see he really took my issue to heart and was eager to get into the nitty gritty to see what was happening so we could both benefit from the knowledge.\"​→ \"Adrian was so helpful - guided me through everything and was really patient. A true example of amazing customer service - i was so impressed! i was also really impressed by the follow up email. Spot on.\"​→ \"Adrian was very proactive offering to meet me online and see through the issue together.\"​→ \"Adrian. You\'re a Star! Thanks much for your help:) To the point, Fast, and got what I needed. Excellent Support.\"​→ \"Went out of his way to try and figure out what could be causing the forwarding mechanism to not function. Amazing service.\"​→ \"Adrian was VERY patient as I asked the same questions several times. Fantastic customer service.\"​Throughout my education and career spanning over 20 years I have worked with the following technologies aws, azure, kubernetes, slack, Javascript, node.js, REST API, cURL, Zendesk, PHP, ASP, CSS, HTML, XML, XHTML, SMIL, JQuery, C++, Java, VBA, Pascal, Delphi, COBOL, Basic, Visual Basic, Ruby, SQL, T-SQL, TCL, SOQL, MSSQL, SQL Server 2012, ORACLE, UNIX, Excel, JIRA, Perl.