Our Tech Ops Specialists are responsible for our company’s productivity hardware and software, including all laptops and peripherals. They help to develop our internal IT processes and are responsible for the budget set for hardware and software purchases as required as well as accountable for ensuring colleagues’ technology works as expected.
This week, we talk to Fruendly Alexis, our Tech Ops Specialist in the US about his role, his challenges so far and the achievements he's most proud of.
What’s your favorite part of the day in this role, and why does it make such a difference?
Our daily team huddle is super important for keeping our UK and US teams connected. For about 30-40 minutes, we get to share updates, work through any issues, brainstorm together, and generally support each other. It’s a great way to build team spirit and make sure everyone feels in the loop.
How do you collaborate with your team or other departments to make an impact?
Our team’s strength comes from each person’s unique skills. We know this, so we’ve built a teamwork environment where we assign tasks based on what people are good at, and everyone’s encouraged to share what they know. This way, the best person for the job gets it done, and everyone learns something new along the way. By using our combined strengths and sharing knowledge, we work better together and solve problems faster.
What’s one recent challenge you faced, and how did you overcome it in your role?
We recently started supporting the West Coast business in the US, and their way of working is a bit different from ours. It felt like starting a new job all over again, trying to figure out their systems and processes. So, I reached out and asked for help from the West Coast team. They are awesome and even though they have a lot of work of their own, they make time to help. Now, we’re merging the way both teams work and learning from each other.
What key skills have helped you succeed in your role, and how have you developed them over the past year?
Problem-solving has always been one of my strengths, but this past year, I’ve really levelled it up. Instead of just focusing on the technical side of things, I’ve started thinking more about the people affected by the problem - putting myself in their shoes to come up with solutions that work for them. I’ve also gotten better at thinking through multiple options and picking the one that makes the most sense, both technically and for the users. On top of that, I’ve learned to be more adaptable - rolling with the punches when things don’t go as planned and using feedback to improve. It’s been a game-changer for how I approach challenges, and I feel way more confident tackling tough problems now.
What’s an achievement or milestone you’re particularly proud of in your role so far?
Developed and deployed an automated script to streamline the onboarding process for new starters, reducing manual workload. Trained and mentored a new junior team member on systems and processes, enabling them to become fully productive within two months. Additionally, led US support for both East and West Coast territories, ensuring full coverage and maintaining a 5-star satisfaction rate for ticket resolution.
