Network Manager

• Jun 2020 - Present

Service Delivery Manager

• Nov 2018 - Jun 2020

Account management reviewing service levels, technical challenges and delivering customer focused solutions. Technical solution architect and third line escalation point, supporting Helpdesk team in providing timely resolutions to customer issues. Project management including onboarding new customers, 365 migrations and premises relocations. Leadership role managing Helpdesk team, maintaining outstanding customer service and driving personal development of team. Account management reviewing service levels, technical challenges and delivering customer focused solutions. Technical solution architect and third line escalation point, supporting Helpdesk team in providing timely resolutions to customer issues. Project management including onboarding new customers, 365 migrations and premises relocations. Leadership role managing Helpdesk team, maintaining outstanding customer service and driving personal development of team.

Technical Delivery Manager

• Aug 2014 - Nov 2018

C2C Systems acquired by Barracuda C2C Systems acquired by Barracuda

Technical Support Team Leader

• May 2011 - Aug 2014

- Team Leadership: managing Support team and assigning workload; mentoring and training new Support engineers. - Customer Support: providing high level technical support for C2C software products to our customers via telephone and over email. - Project Management: planning, liaising and designing architecture for POC with customers. - Professional Services: onsite installation, configuration and product training delivery face-to-face with customers. - Training Delivery: introduction to C2C software portfolio and internal IT system for new starters; customer training. - Technical Writing: authoring customer, reseller and internal technical documentation. - Network Administration: management and support of internal IT systems (Windows Server 2008, Server 2012, Microsoft Exchange 2010, SQL Server 2008, VMWare ESXi, Cisco technologies).

Field Engineer

• Mar 2010 - Apr 2011

- Software testing: created test pack and conducted test cycle for Adrenalin back office. - Customer service: provided technical advice and support to Virgin Media for VM Player project. - Troubleshooting: applied knowledge gained through testing to diagnose Adrenalin issues in other installations. - Solution Design: designed 2-screen implementation for Vodafone UK project. - Documentation: wrote CMS user guide for Adrenalin. - Working both independently and also collaborating with other teams.

Technical Resolution Engineer

• Mar 2008 - Mar 2010

- Progressed from second line support for RM Lightbox and Network support teams to third line support for C2K in Northern Ireland. - Customer service: communicating effectively with customers with varying levels of technical knowledge via telephone and online. - Diagnosing and resolving technical issues within SLA. - Time management: managing call queue and prioritizing work. - Progressed from second line support for RM Lightbox and Network support teams to third line support for C2K in Northern Ireland. - Customer service: communicating effectively with customers with varying levels of technical knowledge via telephone and online. - Diagnosing and resolving technical issues within SLA. - Time management: managing call queue and prioritizing work.