Stephen Poncia

Experience

• 

  Dimension Data

  Aug 2013 - Feb 2014

  Monitoring Engineer

  • Reviewing live alerts on all client estates, including infrastructure using tools such as Science Logic EM7.• Creating tickets for VC or Infrastructure alerts.• Checking and verifying genuine alerts by RDP into client environments.• Realising criticality of alerts and following processes to escalate to correct teams.• Calling service desks notifying alerts and coordinating action plans.

• 

  Dimension Data UKI

  Feb 2014 - Aug 2020

  • Developed expertise and knowledge within a technical service desk to ensure consistent delivery of outstanding services.• Carried out essential tasks, such as backing up client environment and infrastructure, also working with client executives and IT teams to improve operations.• Delivered exceptional, friendly and fast service to all clients, sticking to difficult deadlines and received multiple appraisals from the work completed.• Vast experience working with 3rd party vendors, to provide RMA's, solutions and technical assistance to clients.• Combined team skills, working directly with level 3 engineers, solution architects to troubleshoot, problem solve with extreme attention to detail.• SME for multiple Cisco clients, to ensure highest standards are met.• Documenting SOP and SOM processes and also following SWOW process with tickets.• Developed Networking knowledge - LAN, WAN, TCP/IP, VPNs, Cisco Show less • Answering helpdesk calls professionally and clearly, within SLA.• Creating booking requests for clients using Cisco TMS and other booking tools.• Progressing all assigned L1 tickets to the highest standard, ensuring strict SWOW processes followed and escalated where needed.• Delivering a fully managed service for clients, including a white glove service with meet and greet via video communication.• Responding to client emails within a 30-minute SLA and generating tickets on multiple ticketing tools, such as ITSM and Netsuite.• Carried out excellent client communications via phone, email and video ensuring due diligence on all interactions.• Troubleshooting live calls, fixing all possible issues within 15 minutes set up.• Generating monthly reports for SDMs via excel. Show less

  • 2nd Line Support Engineer

    Feb 2015 - Aug 2020

  • 1st Line Support Engineer

    Feb 2014 - Feb 2015
• 

  Nominet

  Feb 2021 - now

  Service Manager

  • Own the service relationship for a small number of VIP clients. Develop lasting relationships with these clients.​• Oversee all helpdesk tickets for clients - including primary troubleshooting and assigning to technical escalations where required ​• Manage client escalations - coordinating additional resource as needed to resolve issues and incidents in a timely and thorough manner ​• Define and manage service level agreements with clients ​• Own client reporting and complete scheduled service review meetings with client stakeholders ​• Act as an advocate for the client - drive continuous service improvement. ​• Own all service and support processes, ongoing improvement, and ensuring they are implemented internally. Also lead process discussions and change with the client as necessary​• To work with other team members and stakeholders to review and update support material based on the revised processes, to include training, reporting and systems enhancements ​• Own all service and support processes, ongoing improvement, and ensuring they are implemented internally. Also lead process discussions and change with the client as necessary​• Work closely with the Nominet team, including Commercial, Product & Policy stakeholders as well as support and technical teams to ensure the full service lifecycle is delivered​• Deliver best practice in all areas of organisation, process and procedure around service delivery, building on existing Nominet practices and methodologies, but aiming to deliver improved compliance with ISO20000 and ISO27001 & ITIL best practices Show less