Neil Turner

Experience

• 

  O2 UK

  Jan 1999 - Sept 2011

  Problem Analyst

  The Problem Management Group (PMG) existed to ensure the issues experienced by O2 customers are dealt with expediently and efficiently aiming to turn more customers into O2 fans by providing a fantastic customer experience through our customer-facing teams. Responsibilities:• Incident and Problem Management• Raising Incidents on a fault management tool and engaging support and resolution teams to resolve within SLA. • Communicating MSF (Major Service Failures) and high impacting incidents to customers, corporates, stakeholders and partners – keeping them informed with timely updates and resolutions. • Self – Managed working a night shift, collaborating with the Duty Service Controller and Network Service Duty Manager to identify, communicate and resolve customer impacting issues.• Dealing with the Police liaison team to help respond to dropped 999 Calls. Show less

• 

  Telefónica

  Sept 2010 - Jan 2012

  Senior Incident Analyst (IAT)

  The Incident Analysis Team (IAT) exists to ensure the issues experienced by O2 customers are dealt with expediently and efficiently aiming to turn more customers into O2 fans by providing a fantastic customer experience. The Incident Analysis Team – Senior Analyst’s role was to support the team in its day to day activities, ensuring all areas of service that deliver service to our customers are carried out efficiently and effectively to provide a fantastic customer experience and builds a reputation for excellence for IAT.In addition to the responsibilities of an Incident/Problem Analyst:• Managing Escalations to resolution, from team members as well as managers or 3rd party vendors• Providing breakdowns of escalations/faults to senior management when requested. • Reporting to senior management for work loads and incident quality from team members ensuring strict guidelines were adhered to• Ensuring the department had the correct levels of staffing throughout the hours of operation (24/7) Show less

• 

  O2 UK (a Telefónica Company)

  Jan 2012 - Mar 2017

  Service Experience Analyst / Incident Manager

  Working for O2/Telefonica at their Arlington Office, my responsibilities as an Service Experience Management Centre Incident Manager include:- Execute data analysis to detect emerging trends and service issues, and oversee a suite of service monitoring systems to identify and eradicate deprivations.- Implement priority setting and escalation procedures, handle all complaints sensibly and professionally; manage and report all incidents to the customers, partners and suppliers.- Effectively communicate with key stakeholders and teams to facilitate technical bridges by ensuring successful resolution of incidents in compliance with agreed SLA.- Raise changes for third parties and vendors in accordance with O2’s change management policies. Show less

• 

  TPP Retail

  Aug 2017 - Nov 2021

  leading a team of engineers who provide 1st and 2nd Line support for retail clients using our software / scan and print solutions globally Dealing with retail pricing solutions for global customers.Working within the Service Delivery team duties include:- Incident / Problem Management of client issues- Repairing hardware which has come in broken- Driving improvement within the small team of technicians- Project Management- Stock/Warehousing Management -

  • Helpdesk and Logistics team lead

    Jan 2020 - Nov 2021

  • Helpdesk Engineer

    Aug 2017 - Nov 2021
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  CDW UK

  Nov 2021 - now

  Major Incident Manager

  being one of a small team of Major Incident Managers who are ready 24/7 to help restore services as quickly as possible to our clients