Michael Wilcock
EMEA Shift Lead & Technical Support Specialist at Campaign Monitor- Claim this Profile
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English -
Topline Score
Bio
Katie McArthur
Michael (Mike) has been an asset to Hive, the customers and the teams he supports. In the 2 or so years I was at hive with Mike he was relentless about getting customer issues understood and resolved. He created the process for bug tracking within the call centre which was then implemented throughout the business to gain visibility of where we need to improve. He was on the front line dealing with these requests from customers and has always been unbelievably professional, welcoming, efficient and downright determined. It was joy working with him everyday even when we were working in separate geological locations, but was always approachable and contactable should I need him.
Robyn Moffat
Michael is a great team player but can also work independently. He always has great ideas and thinks outside the box. He is always willing to help and once he gets to know a subject matter, he is a go-to person because he learns and retains and continues to learn about it. I would recommend Michael for any workplace.
Katie McArthur
Michael (Mike) has been an asset to Hive, the customers and the teams he supports. In the 2 or so years I was at hive with Mike he was relentless about getting customer issues understood and resolved. He created the process for bug tracking within the call centre which was then implemented throughout the business to gain visibility of where we need to improve. He was on the front line dealing with these requests from customers and has always been unbelievably professional, welcoming, efficient and downright determined. It was joy working with him everyday even when we were working in separate geological locations, but was always approachable and contactable should I need him.
Robyn Moffat
Michael is a great team player but can also work independently. He always has great ideas and thinks outside the box. He is always willing to help and once he gets to know a subject matter, he is a go-to person because he learns and retains and continues to learn about it. I would recommend Michael for any workplace.
Katie McArthur
Michael (Mike) has been an asset to Hive, the customers and the teams he supports. In the 2 or so years I was at hive with Mike he was relentless about getting customer issues understood and resolved. He created the process for bug tracking within the call centre which was then implemented throughout the business to gain visibility of where we need to improve. He was on the front line dealing with these requests from customers and has always been unbelievably professional, welcoming, efficient and downright determined. It was joy working with him everyday even when we were working in separate geological locations, but was always approachable and contactable should I need him.
Robyn Moffat
Michael is a great team player but can also work independently. He always has great ideas and thinks outside the box. He is always willing to help and once he gets to know a subject matter, he is a go-to person because he learns and retains and continues to learn about it. I would recommend Michael for any workplace.
Katie McArthur
Michael (Mike) has been an asset to Hive, the customers and the teams he supports. In the 2 or so years I was at hive with Mike he was relentless about getting customer issues understood and resolved. He created the process for bug tracking within the call centre which was then implemented throughout the business to gain visibility of where we need to improve. He was on the front line dealing with these requests from customers and has always been unbelievably professional, welcoming, efficient and downright determined. It was joy working with him everyday even when we were working in separate geological locations, but was always approachable and contactable should I need him.
Robyn Moffat
Michael is a great team player but can also work independently. He always has great ideas and thinks outside the box. He is always willing to help and once he gets to know a subject matter, he is a go-to person because he learns and retains and continues to learn about it. I would recommend Michael for any workplace.
Credentials
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15 Secrets Successful People Know about Time Management (getAbstract Summary)
LinkedInOct, 2021- Oct, 2024 -
The Six Morning Habits of High Performers
LinkedInOct, 2021- Oct, 2024 -
MU123 Discovering mathematics
The Open UniversityJul, 2021- Oct, 2024 -
TM129 Technologies in practice
The Open UniversityJul, 2021- Oct, 2024 -
TM111 - Introduction to computing and information technology 1
The Open UniversityApr, 2021- Oct, 2024 -
Networking Essentials
The Open UniversityDec, 2020- Oct, 2024 -
Introduction to Packet Tracer
CiscoNov, 2020- Oct, 2024
Experience
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Campaign Monitor
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United States
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Business Consulting and Services
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1 - 100 Employee
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EMEA Shift Lead & Technical Support Specialist
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May 2022 - Present
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Technical Support Specialist
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Oct 2021 - May 2022
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2nd line technical advisor/Customer Manager @ The hive Hub
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May 2014 - Feb 2020
Provide full 2nd Line Technical Support for the Hive Active Heating system and part of the escalations team as a customer manager handling escalated and executive complaints The Job requires me to have many skills from Router Diagnostics to Incident management.As well as having full product knowledge to overcome any problems i am faced with.• Help and Advise 1st Line/Digital/Sales Agents• Manage the 2nd Line Case Queue • Salesforce support• Parts ordering • Handle Complaints Normal/Executive • Track Training points and deliver feedback • Spot trends and notice new bugs/incidents • Liaise with 3rd line Support to resolve Bugs/Incidents• Investigate issues for 3rd Line • Help manage technical incidents within the HiveHub • Manage and create new articles within the Hive Hub • Account/Device Server Migrations • Hive Router Diagnostics • My Energy Live Router Diagnostic Support • Connected boiler Router Diagnostics• Safe and Secure Router Diagnostics • Bug Sessions • Duty Office Manger when needed• Deal with High Level Complaints regarding technical issues • Quality Assurance
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Royal Navy
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United Kingdom
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Armed Forces
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700 & Above Employee
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Warfare Specialist Sonar Submariner
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2006 - May 2014
• Proven to be a very capable Operator of the Sonar department, assisting the Sonar systems supervisor in Compiling and Documentation of Top Secret Records.• Instrumental in Registering and Control of all secret, and Top Secret Documentation, Publications and electronic publications; liaising with authorities in demanding circumstances.• Man Management of 32 personnel as Watch Bill Coordinator ensuring duty watches are implemented with the correct amount of people with the correct knowledge at all times and have people in place for all eventuality’s including fires, sickness, intruders, floods and visits ensuring full manning and capabilities are achieved for the day to day running and security both Nuclear and Physical Submarine routines alongside.• Providing Security both armed and unarmed and Control of access and egress of submarine both internal and external whilst also maintaining systems both high pressure and Nuclear, as well as conforming and acting within Nuclear procedures.• Carried out specialized pressurized submarine escape training. This includes escaping from 9, 18 and 30 meter flooded tower without any breathing apparatus.• Learned his trade of Warfare Specialist Sonar Submarines at the Royal Navy Submarine School.
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Various
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Financial Services
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1 - 100 Employee
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Factory Worker
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Jun 2002 - Dec 2006
packing and picking jobs packing and picking jobs
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Education
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2020 - 2023
The Open University
Bachelor's degree, Cyber Security -
1996 - 2001
Brayton High School
High School
Community
