Kyle Percy

Experience

• 

  Zen Internet

  Apr 2013 - now

  Working within the Enterprise sector within Zen Internet, Service management provides their key accounts with a personal representation in to the organisation for their network operations. Whilst keeping on the lights for our clients, frequent communication and reviews ensure that solutions are working to the best that they can be. Where there is room for improvement, Service improvement plans are put in place to to address and improve the experience received. As a service manager, is it up to me to make sure the best experience is received for all things Service related. That and to demonstrate value from the services Zen provide. Show less Providing expert support for the products that Zen Internet provide, progress repair tasks with customers and suppliers to resolve the customers issues and assisting colleagues with any issues or queries throughout the team whilst reporting and working directly with the Team leader.Acting senior fault manager within Zen's Channel Division since the creation 4 years ago.Representing Zen in Supplier industry engagement meetings, focusing on current and new technologies with a view of how Zen can support them to provide the best service possible.Collation of statistical information for the Channel Division within Zen Internet to show OTAs, workload and resourcing amongst other things.In this role: - complex fault investigation- central point of contact to suppliers- Attendance to commercial groups and technical forums- escalation point- fault management processing and improvement-Producing statistical information for the Division Show less As a Technical Consultant it is my responsibility to provide expert support for the products that Zen Internet provide, progress repair tasks with customers and suppliers to resolve the customers issues. I have been fault managing for 3 years now and for the last 2 years have been working in Zens Channel sector.Am I also involved in industry forums with suppliers, looking at current and new technologies on how we can support them and improve the service. This is then fed back to improve service and support.Throughout this role I also collate statistical information for the Channel Division within Zen Internet to show OTAs, workload, resourcing amongst other things. In this role: - complex fault investigation- central point of contact to suppliers- Attendance to commercial groups and technical forums- escalation point- fault management processing and improvement-Producing statistical information for the Division Show less

  • Service Manager

    Feb 2021 - now

  • Service Management Executive

    Sept 2018 - Feb 2021

  • Technical Support Team Senior

    Apr 2018 - Sept 2018

  • Technical Support Service Consultant/Industry engagement/ Statistical analysis

    Apr 2013 - Apr 2018