Director

• Jul 2019 - Present

Director

• Jul 2019 - Present

Service Operations Manager

• Nov 2017 - Jun 2019

Customer Service Manager

• May 2017 - Nov 2017

Operations Manager

• Aug 2014 - May 2017

Technical Services Manager

• Jul 2012 - Aug 2014

Management of Talk Internet’s Technical Support department.Managing an ISP support team ensuring service excellence is delivered.Maintaining and enhancing customer, internal and supplier satisfaction meeting the needs of industry and company compliance.Working in a 24/7 365 environment managing the provision of first class technical expertise for networks, servers and associated technologies within Talk Internet’s product and service portfolio.Managing all aspects of customer services, maintaining standards and responses whilst improving procedures from initial response to escalation and completion.Providing management reports based upon our Service Level Agreement (SLA) requirements.Liaising with all staff and business managers, reporting to the board of Directors ensuring KPI's are maintained with complete harmony across all levels.Identifying, developing, scheduling, managing all training and development requirements within budget.Managing all procurement requirements for the best interests of the company whilst maintaining delivery timescales.Engaging in all company products, services and promotions, actively looking for improvements in delivering performance whilst managing systems capacity.Providing support and assisting team members in maintaining our diverse customer base whilst identifying potential business opportunities.Managing installations, upgrades and new orders for both customers and internal needs.Total management of Talk internet’s 24/7 365 Support and Service platforms.

Technical Services Manager

• Feb 2010 - Jul 2012

Dealing with all non-technical needs of the Field and In-house Support teams.Coordinating engineering resources, meeting the needs for installations, service and support.Identifying opportunities within the technical team to cross-train to other disciplines within the service offerings the company has or is developing.Ensuring that the company meets its service obligation to customers. Dealing with and finding resolutions for any escalated issues.Monitoring and reporting on service contract consumption, identifying trendsManaging team performance through regular reviews with individuals or groups. Dealing with any contract queries and ensuring that all contracts operate within the defined parameters.Involvement in technical team interview process and induction, including other departments who need an understanding of the company’s service offerings

Regional Escalations Manager

• Jan 2008 - Feb 2010

Reporting initially to Regional Managing Director and latterly the Customer Services Director. Managing complaints working closely with clients, TSG Teams and leaders ensuring the problems are resolved to the customer’s expectations. Recent introduction of Care Programme has been a success allowing constant monitoring of any issues through to confirmed resolution. Technical knowledge, client and internal business awareness is vital for this role. Commercial awareness plays a big part in this position along with being able to liaise with customers and colleagues at all levels.

Technical Director

• Jul 2006 - Jan 2008

Manage all Technical aspects of the Office adhering to strict SLA guidelines, Call Logging, Telephone Support, Field Support, Installations, Workshop and Stores.

Regional Engineering Director

• Aug 2004 - Jul 2006

Solely responsible for the Field and Technical Support departments, and reported to the Customer Services Director, ensuring that Service delivery was to the agreed SLA.

Technical Director

• Dec 1990 - Aug 2004

Director of the business from inception and was always customer facing, providing customer quotes, on site support, installations, cabling installs, telephone support and PC/Server Builds. Internally dealt with the I.T. and purchasing along with managing the workshop area. Director of the business from inception and was always customer facing, providing customer quotes, on site support, installations, cabling installs, telephone support and PC/Server Builds. Internally dealt with the I.T. and purchasing along with managing the workshop area.

System Support Specialist

• Mar 1989 - Dec 1990

My role was split between Technical Telephone and on site support, along with installations using RS 232 cabling with Multi user Unix platforms. My role was split between Technical Telephone and on site support, along with installations using RS 232 cabling with Multi user Unix platforms.

Technical Support

• Oct 1987 - Mar 1989

Involved in the installation and configuration of hardware and peripherals in the Apricot and Altos ranges of equipment and cabling.Installation of MSDOS, XENIX and Unix operating systems.Fault finding using software / hardware diagnosis on Apricot / Altos and providing telephone support to customers. Involved in the installation and configuration of hardware and peripherals in the Apricot and Altos ranges of equipment and cabling.Installation of MSDOS, XENIX and Unix operating systems.Fault finding using software / hardware diagnosis on Apricot / Altos and providing telephone support to customers.