# Joe (@joeinn.es)

Profile: https://sifa.id/p/joeinn.es
Headline: Full Stack Developer at Garden Computing, Inc

## Experience

- **Student Associate at Firth Park Community Arts College** (2010 – 2010)
  Taught French, prepared students for GCSE exams, marked Y7/8 exams in French and German.
- **Placement Student at Aston Comprehensive School** (2010 – 2010)
  Taught French to Year 7, 9, 10, 12 (including top sets and more challenging classes), prepared students for oral exams, assisted in inclusion unit, participated in team teaching.
- **Stagiaire at Collège Dominique Savio** (2011 – 2011)
  Taught English as a Foreign Language. Taught French students from 10-14 both about English language and culture. Prepared report on differences between TEFL and teaching of MFL in the UK.
- **TEFL Teacher at English Life** (2012 – 2012)
  Taught English to younger students as individuals.
- **TEFL Teacher at MasterClass** (2012 – 2013)
  Taught English, including language specific to human resources and marketing to Russian clients, including the head of human resources for one of the largest FMCGs in Russia.
- **Contributor at Fortitude Magazine** (2013 – 2014)
- **Freelance Translator at Freelance translator** (2013 – 2014)
  Working with a number of translation agencies, I have delivered high quality English translations of French and Russian texts for a number of clients, including high profile fashion houses, among others.
- **Service Desk Analyst at Tata Consultancy Services** (2014 – 2015)
  Provided IT support for a large multi-national company. Responsibilities included diagnosis, triage, research, and resolution of users' issues with hundreds of software packages. Ensured customer satisfaction with soft skills and speedy resolutions. As a VIP, I was also responsible for assisting others in the team, providing training, and was shift leader and consequently the senior member of staff in the office during weekend and night shifts. My other roles included ensuring consistent, high quality call and ticket documentation, administering CARM software, and managing escalations.
- **Team Lead at Tata Consultancy Services** (2016 – 2017)
  Coordination and enabling of support activities performed by a multilingual, international team of Service Desk Agents. Engagement with the client at a variety of hierarchical levels to understand and respond to business needs.
- **Service Delivery Manager at Tata Consultancy Services** (2019 – 2021)
  Responsible for the establishing of a service desk supporting 8 languages across Europe, supporting our client (a household name in the FMCG/CPG industry) in moving their services from in-house to outsourced with TCS. Responsible for ensuring effective knowledge acquisition, hiring and onboarding, and subsequent high standards of service delivery against challenging targets. Ownership of metric management and efficiency improvements.
  
  Alongside this role, I also:
  \- engage with our sales and pre-sales teams in reviewing new opportunities for TCS
  \- conduct internal quality audits of other projects
  \- participate in developing our unit's team lead selection process
  \- contribute to the enhancement and uplift of our technical interview process
- **Full Stack Developer at Garden Computing, Inc.** (2025 – present)
- **Project Lead at Tata Consultancy Services** (2017 – 2019)
  Managing day-to-day operational activities of a multilingual service desk supporting a client in the Travel, Tourism, and Hospitality sector. Participating in knowledge acquisition and transition of services from a variety of providers and vendors to TCS. Hiring the best candidates to join the team based on our client's business needs.
- **Placement Student at Little Sutton Primary School** (2010 – 2010)
  Introduced Polish and Russian to classes, assisted with literacy and numeracy teaching.
- **Placement Student at Wingfield Comprehensive School** (2011 – 2011)
  Taught French to Year 8 and 10 (including top sets and more challenging classes), Russian to Year 9, prepared students for oral Controlled Assessments, worked with NVQ qualifications.
- **Teacher of MFL at Netherhall Learning Campus** (2011 – 2012)
  Maternity cover replacing Head of Department. Solely responsible for languages at the school. Taught groups aged from 11-15, across the ability spectrum, working with the AQA GCSE specification. Co-tutored a form group, and supervised this group during a residential visit.
- **TEFL Teacher at BIS English** (2012 – 2013)
  Taught English in formal and informal settings in a large logistics company as well as in speaking clubs for individual students.
- **Editor at russiaSLAM** (2011 – 2013)
  Launched a website that translates Russian news, current affairs, and netizen comments into English, monetised the site by identifying readers’ interests. Featured on the TIME magazine website and in Belgian national press.
- **Formateur at Inlingua** (2013 – 2014)
  Teaching English in a variety of businesses, including English for business purposes, technical language.
- **Subject Matter Expert at Tata Consultancy Services** (2015 – 2016)
  After less than a year in my previous post, I was nominated as the single point of contact for our client's Business Relationship Managers based in North America, and was simultaneously promoted to a Subject Matter Expert with a focus on quality, training, and reporting. This role involved handling process related issues, as well working with the upper levels of management on the client's side to ensure consistent quality of service.
- **IT Infrastructure Services Group Lead at Tata Consultancy Services** (2021 – 2025)
  Leading approx 270 associates across Central and Eastern Europe in providing IT infrastructure support to customers in the manufacturing, utilities/E&R sectors. Management of client relations, financial and operational performance. Working with sales/pre-sales teams on solution design and implementation for potential new customers and new business with existing customers. Reporting to IT Infrastructure Services Unit Head.

## Education

- **Free Code Camp** — Full Stack Web Development Certification (2016 – 2017)
- **The University of Sheffield** — PGCE, Modern Foreign Languages (2010 – 2011)
- **The University of Sheffield** — BA (Hons), French & Russian (2006 – 2010)

## Skills

- HTML
- Microsoft Exchange
- IT Service Delivery
- OmegaT
- Internet
- British English
- Web Design
- Business English
- Intercultural Communication
- Community Management
- Interpreting
- Language Teaching
- Proofreading
- Teaching English as a Second Language
- French
- IT Service Management
- Teamwork
- Service Desk
- Customer Support
- ITIL Process
- Office 2010
- Web Development
- SDL Trados
- CAT
- Journalism
- Technical Translation
- Wordfast
- Teaching
- Foreign Languages
- Russian
- Translation
- Management
- Research
- JavaScript
- Customer Service
- English
- Microsoft Office

## Certifications

- ITIL 2011 Foundation (INTERNAL CERTIFICATION) — Tata Consultancy Services
- IT Service Desk: Customer Service Fundamentals — Lynda.com (http://www.lynda.com/IT-Infrastructure-tutorials/IT-Service-Desk-Customer-Service-Fundamentals/518163-2.html)
- IT Service Desk: Management Fundamentals — Lynda.com (http://www.lynda.com/IT-Infrastructure-tutorials/IT-Service-Desk-Management-Fundamentals/574703-2.html)

## Projects

- **Quality Assurance**
  Developing quality assurance processes at the service desk, evaluating and assessing agents based on their calls and tickets. This involved developing tools used for assessment of both tickets and calls, quality manuals, and leading the quality team from week to week.
- **Knowledge Management**
  Ensuring accurate, easy to find and understand information is available to agents as and when they need it. Revising and reviewing over 500 articles to guarantee their continued relevance.
- **Voice Actor**
  Recorded English language audio guides for boat tours of St Petersburg and Shlisselburg, and a tour of Barcelona.

## Publications

- Summer Berry Ripple Cake
- Breathing Monitors & SIDS
- Gleam
- Quire
- Neil Dring
- NotesVac
- Lemon Shortbread
- Voter Power Calculator (2024 UK General Election)
- I'm Impressed By Ryanair
- Planes ✈️
- Journalling Habit
- Thing Doer 💥
- It's Nothing or It's Awful
- Fun-Free February
- Mount Everest
- CORS: Access-Control-Allow-Origin whut?!
- Stoic Quotes
- Drinks App
- Social Media vs Mental Health
- Social Life Stagnating?
- Focus is, of course, itself just another computation
- First Full Year
- The Yard-Sale Model
- Plague House
- A Curious Loophole
- Signing Out of Twitter
- Zug.
- Going To Switzerland
- Just Call Someone In
- Updating failed. Could not update in the database
- Sourdough
- What Does An Early Pregnancy ACTUALLY Look Like?
- How Much Time Do We Have?
- Japanese Grand Prix 2022
- Falsehoods This Guy Believed About Names
- Every Key Is A String
- Lapsang Souchong
- Singapore Grand Prix 2022 Predictions
- Taking Care of My Blog
- The Queen Died Today
- Loved You A Little
- Christmas 2021
- Bit of Bassline
- Blob Opera
- Serum - Know How
- Knife Prty–DeftonesxPurity Ring
- BMTH ft BABYMETAL
- #endchildfoodpoverty
- The beginning of the end of advertising?
- Idris Elba DJ Set
- Team Are Online
- What's So Funny About Brexit?
- Sorry, You're Not A Winner
- Collaboration
- Why My Facebook Is Empty
- I'm Not On Facebook...
- What is Signal?
- Crumpets
- The Lighthouse
- Skywalker
- COVID-19 Hungary
- UK Winter 2019-2020
- Meat Coin
- Most Interesting Christmas Presents
- We got engaged!
- Weather Display
- Screen2Vid
- T-Mobile Austria's Customer Service Car Crash
- Bubi Bikes
- Now for real: The UK Tax System Explained in Beer
- Voter Power Calculator (2017 UK General Election)
- The Silver Yaris
- The AWS Outage—What Happened and Why Does It Matter?
- Pomodoro Timer
- Voter Power Calculator (2015 UK General Election)
- Top Tips For Getting Hacked
- Javascript Testing For Idiots Who Don’t Understand Anything They’ve Read About It So Far
- How To Trick Everyone Into Thinking You're Not A Racist
- Why Accessibility Matters, Even When You Think It Doesn't
- Delegating my Job to VBA
- My Four F's of Effective Email Management
- Migrating from Meteor Hosting (.meteor.com) to my own VPS
- Setting Up My Home Server
- Registering a Domain Name
- Designing My Web App
- Choosing a VPS Provider
- Setting Up Your DNS
- Setting Up Your VPS
- Crimea in Crisis—How the West Has Lost
- Ukraine on Fire as Protests Turn Violent
- No Benefits Please, We're British
- François Hollande Caught With His Trousers Down… But So What?
- Ukraine Has Not Yet Perished
- Nelson Mandela
- The Financial Transaction Tax, The EU, and You
- Zero-Hour Contracts
- The EU Debate
- Pussy Riot Denied Access to their Own Parole Hearing
- The Abstraction of Warfare
- Leaked video shows Vladimir Putin berating cabinet ministers — The Washington Post (http://www.washingtonpost.com/blogs/worldviews/wp/2013/04/18/leaked-video-shows-vladimir-putin-berating-cabinet-ministers/)
- Le Hashtag
- Conspiracy theories already flourishing in Russia about meteor explosion — The Washington Post (http://www.washingtonpost.com/blogs/worldviews/wp/2013/02/15/conspiracy-theories-already-flourishing-in-russia-about-meteor-explosion/)
- The 4 Best Conspiracy Theories About The Russian Meteorite — Popsci (http://www.popsci.com/science/article/2013-02/best-russian-meteorite-conspiracy-theories)
- Brazilian Woman Auctions Virginity for $780,000 — Time (http://newsfeed.time.com/2012/10/25/brazilian-woman-auctions-virginity-for-780000/)

## Volunteering

- Business Language Champion at Business Language Champions
- Charity Hitchhike at Bummit To Tallinn

## Honors and awards

- Best MDM and KT Agent
- Global Service Desk Star Performer
- Star of the month
- Most Reliable Teacher
- Distinction in Spoken French

## Languages

- English (native)
- French (full_professional)
- Russian (professional_working)
- German (elementary)
- Polish (elementary)
- Hungarian (limited_working)