JENNIFER DANIELS
Cambridge,United Kingdom
Summary
IT Professional with expertise in swiftly resolving technical issues and leading the development of legaltech software products. Proven background in IT help desk support with a focus on enhancing system efficiency. Recognized for exceptional customer service skills and a proactive approach to problem-solving.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
IT Product Owner
Landmark Information Group
Exeter, Devon
2023.07 - 2025.09
- Spearheaded development of digital platform for property law firms, reducing contract pack preparation times.
- Delivered internal CRM tool for production and sales teams, accelerating turnaround of legal searches.
- Proactively identified and resolved issues through monitoring, escalating complex cases as required to Infrastructure and Network teams.
- Coordinated data patching efforts with development teams, ensuring service continuity and accuracy.
- Conducted technical product support training for 10 employees, enhancing operational efficiency.
- Provided after-hours IT support for management team members to resolve urgent issues.
IT Service Desk Analyst
Landmark Information Group
Exeter, Devon
2022.09 - 2023.07
- Resolved high ticket volumes within SLA, cutting response times by 25% and raising satisfaction scores by 15%.
- Supported the creation of a Jira ticketing workflow, streamlining issue management across IT teams.
- Maintained Microsoft Office, CRM, and document systems to improve stability and productivity.
- Worked with the IT Support Management team on hardware and software installations
- Answered calls and Teams messages promptly, providing friendly and effective support.
- Created and maintained knowledge base articles for consistent issue resolution.
Technology Consultant
The Troy Group
Exeter, Devon
2021.08 - 2022.09
- Implemented Microsoft Dynamics 365 Business Central, replacing legacy ERP systems and streamlining operations.
- Coached ERP users to enhance adoption and minimise operational delays.
- Maintained laptops, networks, and telephony systems for reliable connectivity.
- Digitised purchasing and sales records using OCR, optimising warehouse workflows with ERP add-ons.
Education
MSc - Computing
Cardiff University
2019.09 - 2021.01
BSc - Business Administration
California State Polytechnic University - Pomona
2016.09 - 2019.05
Skills
- IT troubleshooting
- Hardware configuration
- Technical documentation
- CRM management
- Asset management
- Training and onboarding
- Clear communication
- Cultural sensitivity
Certification
- CRM (Salesforce) Platform Administration, Calbright College, Aug 2025
- Comptia A+, Calbright College, Aug 2025 — Present
- Azure Administration, Udemy, Aug 2025 — Present
- Product Design, UX Design Institute, Feb 2025 — Present
Affiliations
- Upcycling
- Foreign languages
- Surfing
- Board games
Timeline
IT Product Owner
Landmark Information Group
2023.07 - 2025.09
IT Service Desk Analyst
Landmark Information Group
2022.09 - 2023.07
Technology Consultant
The Troy Group
2021.08 - 2022.09
MSc - Computing
Cardiff University
2019.09 - 2021.01
BSc - Business Administration
California State Polytechnic University - Pomona
2016.09 - 2019.05