Experience

• 

  Zenos it training

  Feb 2010 - Jul 2010

  Apprentice
• 

  Bt group

  Aug 2010 - Sept 2013

  Network engineer
• 

  Advantage healthcare

  Feb 2014 - Aug 2015

  Support desk team leader
• 

  Entanet

  Aug 2015 - Dec 2015

  Technical support engineer
• 

  Guestline

  Dec 2015 - Feb 2016

  Second line support engineer
• 

  Intercity

  Mar 2016 - Dec 2017

  Second line technical engineer

  • Proactive monitoring of Leased lines, MPLS networks and other fixed line connectivity. • Providing award winning customer service to users ranging from none technical to technical directors. • Liaising with 3rd party suppliers to ensure the best support is offered to the customer. • Building, maintaining and supporting multiple VoIP systems with several being based on asterisk. • Configuring multi vendor routers, switches, VoIP phones and other hardware to be deployed on customer sites.• Attending customer site for delivery of solutions, fault diagnosis and resolution. • Building Linux servers ready for asterisk deployment. • Taking part in on-call duties. Show less

• 

  Intercity

  Apr 2018 - Oct 2019

  • Acting as an escalation point for First line and Junior Second line engineers and dealing with these in a timely manner. • Reporting to Service Delivery Manager and Operations Director for key changes within the service desk and monitoring of junior staff members.• Providing training to First line and Junior Second line engineers. • Building complex customer solutions in a lab environment to ensure successful deployment.• Replicating customer solutions for in-depth fault finding.• Taking part in bug identification and fixes with development teams. • Testing updated version of customer platforms before deployment. • Managing RMA processes and replacement hardware. • Attending site with junior team members in a mentoring capacity as well as on a technical level.• All in addition to the duty’s in my previous role. Show less • Covering a 24x7 support structure with a variety of shifts.• Providing training Ad-Hoc Touch Technology Training to staff within the office. • Reviewing customer process for suitability of transferring to OOH's NOC. • Debugging and configuration of scripts.• Adding, removing and editing monitored devices within Nagios.• Acting as a dedicated resource for a key customer contract. (Nominet) • Creating a detailed plan with the ISOC manager to streamline the desk between offices. • Gathering key information that will be transferred to the new ISOC team within the Birmingham Office. Show less

  • Second Line Senior Technical Engineer

    Dec 2017 - Oct 2019

  • *Secondment* ISOC Operator

    Apr 2018 - Aug 2018
• 

  Tela technology

  Oct 2019 - Feb 2020

  Service desk manager (unified communications)

  • Supporting and Mentoring a team of First and Second Line Engineers. • Working with Key Partners to ensure Tela Technology delivers the best for its customers. • Taking part in regular Senior Management meetings to ensure the smooth running of the business across all areas and ensuring Operations and Support teams are lined up.• Attending regular Customer reviews to ensure we are learning directly from our customers what is working and what could be improved. • Maintaining a regular review of Tela Technology's SLA's to ensure we are inline with our competitors and resolving issues in a timely manner. Show less

• 

  The 848 group

  Mar 2020 - Apr 2022

  • Acting as Point of contact for Network Pre-sales• Developing and delivering solutions to fit customer requirements to defined deadlines.• Helping stand up and develop the Networking practice at 848. • Supporting Managed Service for Technical escalations within Networking environments.• Managing key customer, supplier, and partner relationships. • Acting as Point of contact for key customer accounts.• Standing up A new Service Desk to accommodate an exciting customer. • Maturing processes across the Managed Service Department.• Continuing to contribute to the growth of the Managed Service Department.• Managing key customer, supplier, and partner relationships. • Mentoring, Managing, and Supporting Engineers to ensure every success.• Conducting regular Service Reviews with key customers to provide continual improvement for the Service Desk.• Building a Team that delivers a level for Customer Service The 848 Group can be proud of.• Encouraging growth within the team to help drive customer service.• Dealing with escalations in a timely professional manner.

  • Network Consultant

    Jan 2022 - Apr 2022

  • Service Integration Lead

    Nov 2020 - Jan 2022

  • Service Lead

    Mar 2020 - Nov 2020
• 

  Vodafone

  May 2022 - now

  Service integration manager

  • Leading Integration of 3rd Party Services into Next-generation Vodafone CPE's.• Relationship Management with providers of 3rd party services and key stakeholders.• Assisting the SAFe Structured development cycle of home broadband projects.• Working with a multinational geo-diverse team to ensure projects are delivered as a team. • Developing additional service roadmap and introduction of new 3rd parties and services. • Working with Vodafone Legal teams for contract discussions with 3rd party providers. • Helping deliver a home broadband solution customers love, that is secure and reliable. Show less