Service Delivery Engineer

• Nov 2019 - Present

Senior Service desk Executive

• Jan 2017 - Nov 2019

Responsibities; Performs diagnostic testing on voice and data communications equipment, networks, and systems and assists in resolving system integration issues. Isolate and identify cause of faults for core network related issues within scope. Solve complex telecommunications problems by defining and discerning key aspects of the problem. Ability to provision phones from Polycom, Yealink, etc. Troubleshoot SIP issues. Continuously monitor and respond to the incident and request ticket queue Working with vendors/carriers to achieve resolution to tickets and escalate as needed

Senior Account Manager

• Jul 2015 - Jan 2017

Responsibilities Dealing with customer escalations, i.e , Billing, Service and soft cancellations.Managing the relationships with our customers and suppliers also taking sole responsibility to manage Quick notes, call escalations and customer complaints.Handling overflows of Faults inbound calls which include dealing with technical faults, billing inquiries, escalations and complaints.Liaising with internal department on behalf of customer.Identify and grow opportunity within territory and collaborate with sales team to ensure growth attainmentProvide a high level of customer support for account queries, to ensure premium client experience

Technical Support

• Mar 2014 - Jul 2015

Responsibilities Dealing with Customer’s line faults, identifying what the core issue is and advising customer of what is required to sustain resolution. Collating of detailed information of customer’s query for record purposeTesting of WLR3 and Opal lines Manage carriers and partners, chasing and escalating effectively to ensure satisfactory outcome in the shortest timescale possible.Working closely with the business to improve the processDealing with escalated matterTake sole responsibility of Escalated Complex Problems regarding LLU and WLR3 Orders, for the entire Operations Support Department.Carry out in depth Investigations to resolve Escalated Problems, composing of: WLR3, SI and LLU.