NOW Incident & Problem Manager

• Aug 2022 - Present

Software Development Test UKIS

• Oct 2018 - Aug 2022

Business Resilience at Sky

• Mar 2017 - Oct 2018

Responsible for the day to day Incident Management of all Sky Contact Centre system faults, as well as all Customer impacting issues on Sky and Openreach infrastructure.Provides simple concise updates to key Stakeholders, Contact Centre agents and Sky Broadband and Talk customers during times of system issues and incidents.

Fault Management Co-ordinator Business Resilience Team

• Jul 2015 - Mar 2017

Responsible for the day to day management of all Sky Contact Centre system faults, as well as all Customer impacting issues on Sky and Openreach infrastructures.Works closely with key support areas to quickly identify Customer or Contact Centre affecting faults, then engages support teams through to resolution. Provides simple concise updates to key Stakeholders during times of system issues and incidents. Supports Business Incident Management Teams during high profile outages.

Fault Management Centre Controller

• Aug 2014 - Jul 2015

Analysing and Reporting Copper Cable Breaks and Major Outages in the Openreach Network, identifying Sky Customers affected and managing these outages through to resolution, keeping systems, agents and customers updated.

Broadband Technical Support

• Sep 2008 - Aug 2014

Dealing with all aspects of Customers fault journey, from initial contact, through to troubleshooting, engineer booking and confirming resolution.

Telecoms Engineer

• Sep 1999 - Sep 2008

AVAYA Definity call Routing Specialist, dealing with call routing in to all Scottish Widows call centres. Responsible for the installation and relocation of all Call Centre Telephony kit. Symon wallboard, Nice voice recording, and Audix Intuity, trained. AVAYA Definity call Routing Specialist, dealing with call routing in to all Scottish Widows call centres. Responsible for the installation and relocation of all Call Centre Telephony kit. Symon wallboard, Nice voice recording, and Audix Intuity, trained.