Steven Chapman

Background

About Steven Chapman

I am an experienced Senior Support Specialist with a proven track record of success working for CME Group for the last 5 years. This would be part of the Customer Support Group team within CME Group. This would involve working with internal users of CME Group globally dealing with a range of issues from simple password changes to complex application queries.Part of my role would be to train and shadow any new members of staff that would come into the team and this has a track record with training a new start in London remotely to get up to speed with processes driven by the queries that are raised to us. Also I would regularly deliver training to the wider CME family on a Google First mindset and have been designated as a Google Guide from a CSG perspective meaning I would have a fair knowledge of how to get things done within the Google Workspace environment. I believe I would be classed as a "go-to" person not just within the team but viewed by many users that would directly reach out to me given a successful track record of making sure items and issues are resolved in an efficient and proper manner.I am results orientated and customer focused, with excellent analytical and problem solving skills. I have a proven track record of excellent customer service review with monthly scores on feedback given back from users to be consistently high as regularly getting 5 out of 5 as well as positive comments for those that wish to provide additional feedback. Experienced in call management tools such as Cisco Finesse as well as vital knowledge of Active Directory, MS Exchange, GoogleMail setup, Sendmail (SMTP), and Instant Messaging. I also believe I am meticulous and would be the type of person to try everything to the nth degree to get results meaning that I would keep a high level of 1st line fixes.I have also a track record of delivering and updating a specific escalation process in respect of how to run the issue and tasks accordingly, This mean delivering a set out documentation and delivering this to the CSG family on a global scale and this process continues to this day.Also when time allows, from an asset auditing perspective, I would have been on hand to make sure all required assets are in place and being meticulous is certainly a plus in this. Lastly would be regularly on hand where applicable for Disaster Recovery/System Resilience exercises making myself available on a Saturday to help testing as well as being on-call for CSG every couple of months to provide support on a 24/7/265 basis.