Scott Richards

Experience

• 

  Mitel

  Sept 2016 - Jan 2022

  • Provide Tier 1 Remote Support to multiple Customers. • Leading my own projects.• Progressing and fixing fault tickets within SLA set by Customer contract.• Hitting KPI targets.• Communicating and developing relationships with Customers via Telephone Call and Email.• I have worked on and I am confident on a range of Mitel Products including MiVoice Business, MiCollab, MiContact Centre (Including YourSite Explorer, CCMWeb, Contact Centre Client, Ignite, SQL), MiVoice Call Recorder, MiVoice Border Gateway, Nupoint and MiCloud Office.• I am experienced on Mitel Products with SIP.• Working with CRM SAP.• Provide RCAs.• Working within the cloud.• I was approached to do a video on the Mitel Value GROW, which went out globally about my working story. • Developing and contributing ideas and suggestions in meetings to improve the work environment.• Frequently chairing team meetings.• Working as part of a team to ensure customers receive the best service possible.• I assist Colleagues and offer my expertise on fault tickets when required.• Proficient use of Microsoft Office applications.• I complete the Buzz Sheet (Daily Stats and Engineer availability) on daily basis bi-weekly.• Attended Site on various occasions and cover when necessary on the Call-Out Rota.• I am willing to work overtime to help with needs of Mitel. Show less • Alongside Mitel Work completed Level 3 Advanced Apprenticeship - ICT Software Web & Telecoms Professionals which included inhouse College Days with an ALS representative.• Worked and Shadowed on various Mitel Products.• Technical Exams every six months to be make sure you are competent on Mitel products. • Reviews carried out every half yearly which included PowerPoint Presentation.• Worked and shadowed various teams technical but also non-technical to help with commercial awareness.• Completed Training Courses on all necessary Mitel Products.• Raised Tickets by conversing with Customers via Email and Telephone.• Carried out and helped organise a Charity Event.• Graduated at the end of the apprenticeship. Show less

  • Telecommunications Engineer

    Aug 2018 - Jan 2022

  • Engineering Apprentice

    Sept 2016 - Aug 2018
• 

  DataKom Limited

  Jan 2022 - Sept 2022

  Telecom Field Engineer

  • Maintaining and installing customer solutions, physically and remotely.• Leading my own projects.• Working with SIP as well as ISDN, installing and maintaining both.• Working on telecoms systems such as Mitel products as well as LG Ericsson.• Working within the cloud.• Installing routers and WiFi.• Running and terminating Cat5 and Cat6 cables.• Developing relationships with customers both face to face and over the phone and working to their specific needs.• Travelling all over the country to a range of customers, mainly South West England and Wales.• Working as part of a team confidentially, as well as on my own.• Proficient use of Microsoft Office applications.• Working with CRMs.• Provide RCAs• Working overtime where necessary.• Working under time constraints.• Progressing and fixing fault tickets within SLA set by Customer contract.• Hitting KPI targets.• Developing and contributing ideas and suggestions in meetings to improve the work environment. Show less

• 

  Indigo

  Sept 2022 - Jun 2023

  Sub-Contractor Assurance Coordinator

  • Ensure the compliance and performance of partners and sub-contractors.• Onboard partners and sub-contractors and ensure operational readiness.• Evaluation of sub-contractor performance against the SPAs ensuring SLAs within the ES are adhered to and applied.• Implementing penalties and escalations if monthly KPI and SLA performance is not met.• Working with the Legal / Commercial team on closing contractual agreements for partners and sub-contractors.• Work with resourcing team to identify costs and capabilities when responding to bids and opportunities.• Pre evaluation of partners and sub-contractors on financial performance, capacity and experience, H&S track record and quality performance.• Monitoring performance of partners and sub-contractors on an ongoing basis to support the current and future operational needs of the business.• Chairing regular SRMs with partners and sub-contractors, in person and over Microsoft Teams to monitor actions and drive continuous improvement.• Creating and presenting Microsoft Powerpoints for SRMs with previous ticket information, spend information, escalations and feedback from the engineering managers.• Receiving quotes from partners and sub-contractors and then working the Sales team to find the best possible candidate on financial as well as quality performance.• Regularly travelling throughout the UK and Europe, visiting sub-contractors and partners.• Planning my own SRM (Service Review Meeting) calendar, making sure I see all our partners and sub-contractors and planning my travel to these also.• Developing a trusting relationship with partners and sub-contractors, being their point of contact into Indigo.• SC Cleared.• Working independently and well as part of a team.• Working with CRM Salesforce.• Leading my own projects.• Raising and ensuring POs are correct so that partners and sub-contractors are paid the correct amount.• Working under tight time constraints and working overtime where necessary. Show less

• 

  Sipcom

  Jun 2023 - now

  Service Delivery Manager