Stu Ritchie

Working on a consultancy basis to help bring a new product range to market, learning about the new product and the use case in the Rapid Deployment Security Tower world. Understanding of other potential products that may also complement the business. Supporting End users with the build of the kits into their Towers. Understanding of Victron, Solar Panels and Insytly products alongside the main Vesta Product.

With 5 years experience in Covert Surveillance and Vehicle CCTV I took on the role with an aim to assist find and test new products to bring them to market, finding new Cameras, supporting the creation of a new NVR and introducing a new range of routers for customers across the UK Bus/Coach and Blue Light markets.

Alongside this I was providing support to our Sales Team and directly with customers on the decision making and specification of new orders, from all aspects of the build with a push to include the connectivity and server requirements for remote access and Live View functionality, making sure we provided secure Cellular and Wifi access through VPN use if required.

As part of this role it was my job to manage the junior members of the Team, specifically managing young first job employees, helping them to navigate the world of a full-time job. Teaching them how to carryout Technical Diagnostics and Configuration.

Working with the business to create a more functional Technical Support function, including modernising the RMA Process and establishing an IT process to onboard new users. Alongside this I was liaising with suppliers to understand the products, learning on the job how to support the customer base. Integral to all of this was providing a good experience when taking on new customers, onboarding them with Training and product understanding. Good Knowledge of Microsoft 365 admin portal.

My last role at Vodafone was to be the liaison between out reseller partners and the Project team at Vodafone, managing feedback and providing resolution through working with the relevant Stakeholders in the business. Visiting the partners and providing monthly management updates.

Using the knowledge gained in my time as a CSA I progressed to the second line support team, providing support and fault resolution across the customer base, with extra support provided to our channel partners selling the product, in this role I learned a lot about Networking such DNS Routing, IP Structure, SSH, Router Configuration, IP Phone setup and more.

Utilising knowledge gained in network diagnostics, call routing, billing and other basic functions of this highly specialist section of the business, along with using listening and effective questioning to gain a better understanding of the query and give the best resolution without the need for further calls.

Professional DJ for Wembley Stadium and Silverstone among other venues across the UK. Working to provide audio support to other DJs and Presenters onsite. Good knowledge of DMX and modern PA solutions. Worked with Denon, Rane, Pioneer and many other brands over the years.

Demonstrated a strong work ethic and technical aptitude, leading to rapid career progression from a Customer Service Advisor to a Technical Support Specialist and ultimately a Technical Product Manager. Received recognition from peers and management for outstanding performance and contributions to the team.