Experience

Gibtelecom

• Gibraltar
• Telecommunications
• 1 - 100 Employee

• • Oct 2018 - Present

  Using JIRA, Cerillion CRM, Nokia AMS, cPanel and in-house systems I troubleshoot and resolve or escalate internally for prompt fault resolution. I have also drawn up a number of department procedures on troubleshooting the company's Broadsoft Centrex system, VoIP, FTTC (last mile copper VDSL), FTTH and 3G/4G/5G services. I deal with all the main queues in the company, such as the main number (20052200), Roaming Support (20052201), International Operator (100), Local and International Enquiries (11811 & 11888), Rockolo (20060600) and the Company's Internet/Landline/Mobile/Gibtelecom TV [IPTV] helpdesks (192, 193, 194 & 195). I also deal with over the phone payments for our Reload (PAYG) customers. Show less

• • Jan 2017 - Oct 2018

  I was in this role as Level 2 Support from Jan 2017 until Oct 2018 covering department escalations and in-depth fault resolution on our residential grade services (VDSL, fixed lines, mobiles). This involved using in-house systems as well as Nokia AMS and Cerillion CRM. I then returned back on to L1 role to cover maternity leave.

• • May 2007 - Jan 2017

  I used the IBM ICMS, FENs, Alcatel AMS, SystemX and other in-house systems to fault find and fix on our ADSL, mobile and landline systems. If this couldn't be dealt with or fixed by myself, this would be escalated via a ticket for on-site resolution.



BVGroup

• Gibraltar
• Gambling Facilities and Casinos
• 200 - 300 Employee

• Customer Support Representative

  • Sep 2006 - May 2007

  Games division CSR dealing with online games (roulette, poker etc). Taking account payments and refunds via phone and chat. Games division CSR dealing with online games (roulette, poker etc). Taking account payments and refunds via phone and chat.



Morrisons

• United Kingdom
• Retail
• 700 & Above Employee

• Cashier

  • Sep 2004 - Sep 2006

  Cash handling and also worked on the cigarette kiosk responsible for ensuring stock levels were maintained by processing orders and sending them through to the Beer, Wines and Spirits department for delivery or collecting them myself. Cash handling and also worked on the cigarette kiosk responsible for ensuring stock levels were maintained by processing orders and sending them through to the Beer, Wines and Spirits department for delivery or collecting them myself.