Experience

Fixmyline

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Business Owner

  • May 2018 - Present

  fixmyline specialise in offering tailored broadband and Wi-Fi solutions to residential and business customers. If you require a Telephone Engineer or Broadband Engineer we currently cover Greenwich Borough, Kent, Essex and East Sussex. Do you have slow broadband, intermittent broadband, patchy Wi-Fi or even Wi-Fi dead spots then give us a call or use our contact form for a no obligation quotation. We can also cater for your data connectivity requirements and are fully equipped to survey and… Show more fixmyline specialise in offering tailored broadband and Wi-Fi solutions to residential and business customers. If you require a Telephone Engineer or Broadband Engineer we currently cover Greenwich Borough, Kent, Essex and East Sussex. Do you have slow broadband, intermittent broadband, patchy Wi-Fi or even Wi-Fi dead spots then give us a call or use our contact form for a no obligation quotation. We can also cater for your data connectivity requirements and are fully equipped to survey and offer connectivity solutions should you be moving office. Show less fixmyline specialise in offering tailored broadband and Wi-Fi solutions to residential and business customers. If you require a Telephone Engineer or Broadband Engineer we currently cover Greenwich Borough, Kent, Essex and East Sussex. Do you have slow broadband, intermittent broadband, patchy Wi-Fi or even Wi-Fi dead spots then give us a call or use our contact form for a no obligation quotation. We can also cater for your data connectivity requirements and are fully equipped to survey and… Show more fixmyline specialise in offering tailored broadband and Wi-Fi solutions to residential and business customers. If you require a Telephone Engineer or Broadband Engineer we currently cover Greenwich Borough, Kent, Essex and East Sussex. Do you have slow broadband, intermittent broadband, patchy Wi-Fi or even Wi-Fi dead spots then give us a call or use our contact form for a no obligation quotation. We can also cater for your data connectivity requirements and are fully equipped to survey and offer connectivity solutions should you be moving office. Show less


Think Telecom
• Spain
• Telecommunications
• Operations and Technical Manager

  • Jul 2016 - May 2018


Telecoms Reseller

• United Kingdom
• Telecommunications

• Technical Manager

  • Jun 2015 - Jun 2016

  I head up the Technical Support team who are responsible for providing 1st and 2nd line product support on fixed line, Broadband (ADSL2+ & FTTC) and VoIP services. (Broadband, Fixed Line, Hosted VoIP Solutions & IT management) Reporting in at Director Level I was hired to build a Technical Support Team from scratch. From the ground up I took technical support calls ranging from Fixed Line, Broadband (ADSL2+, FTTC) and VoIP faults. During the first month I recruited 2 Support Agents… Show more I head up the Technical Support team who are responsible for providing 1st and 2nd line product support on fixed line, Broadband (ADSL2+ & FTTC) and VoIP services. (Broadband, Fixed Line, Hosted VoIP Solutions & IT management) Reporting in at Director Level I was hired to build a Technical Support Team from scratch. From the ground up I took technical support calls ranging from Fixed Line, Broadband (ADSL2+, FTTC) and VoIP faults. During the first month I recruited 2 Support Agents which has managed to rebuild confidence in the business that we can offer first class technical support drawing upon all of my telecoms experience. Month on month during my appointment I reported back to the business detailing KPI’s with a summary of current statistics against the past month's figures. So far I have managed to bring the average fault journey time down on broadband faults 0.3 days per case. Due to an organisational restructure at the end of 2015 I took charge of the IT department consisting of 2 IT Technicians. Show less I head up the Technical Support team who are responsible for providing 1st and 2nd line product support on fixed line, Broadband (ADSL2+ & FTTC) and VoIP services. (Broadband, Fixed Line, Hosted VoIP Solutions & IT management) Reporting in at Director Level I was hired to build a Technical Support Team from scratch. From the ground up I took technical support calls ranging from Fixed Line, Broadband (ADSL2+, FTTC) and VoIP faults. During the first month I recruited 2 Support Agents… Show more I head up the Technical Support team who are responsible for providing 1st and 2nd line product support on fixed line, Broadband (ADSL2+ & FTTC) and VoIP services. (Broadband, Fixed Line, Hosted VoIP Solutions & IT management) Reporting in at Director Level I was hired to build a Technical Support Team from scratch. From the ground up I took technical support calls ranging from Fixed Line, Broadband (ADSL2+, FTTC) and VoIP faults. During the first month I recruited 2 Support Agents which has managed to rebuild confidence in the business that we can offer first class technical support drawing upon all of my telecoms experience. Month on month during my appointment I reported back to the business detailing KPI’s with a summary of current statistics against the past month's figures. So far I have managed to bring the average fault journey time down on broadband faults 0.3 days per case. Due to an organisational restructure at the end of 2015 I took charge of the IT department consisting of 2 IT Technicians. Show less



BSkyB

• Broadcast Media Production and Distribution

• Technical Specialist

  • Apr 2012 - May 2015

  Technical Specialist (Tier 3 Voice and Data) The Technical Specialist role within the Sky Network Services Team is responsible for resolving complex voice and broadband faults directly with the end user and with Openreach engineers. Key responsibilities of this role include: • Managing complex customer Broadband and Voice technical issues through to resolution. • Identifying the solution to each customer's problem drawing upon technical knowledge to resolve such issues… Show more Technical Specialist (Tier 3 Voice and Data) The Technical Specialist role within the Sky Network Services Team is responsible for resolving complex voice and broadband faults directly with the end user and with Openreach engineers. Key responsibilities of this role include: • Managing complex customer Broadband and Voice technical issues through to resolution. • Identifying the solution to each customer's problem drawing upon technical knowledge to resolve such issues in an effective and timely manner. • Communicating with the customer or engineer mainly by telephone • Delivering outstanding customer service in resolving complex problems • Good understanding of ADSL, home networking and associated technologies. • Understanding of Voice switching and PSTN connectivity - working with the Genband CS2K, C20 and Huawei IMS switches • Visiting contact centres Nationwide to ensure continuity of fault processes. • Logging into Alcatel (ISAM-V and ISAM-B) equipment running scripts to identify then rectify faults Tools used Secure CRT6.6 M2000 Client, SSH Jump host, DSL Expresse, LAMA, Chordiant, NEMO, Penfold, Spark, Network Alalyzer (SELT, DELT testing) MLT (Openreach), JDSU, Exfo. Show less Technical Specialist (Tier 3 Voice and Data) The Technical Specialist role within the Sky Network Services Team is responsible for resolving complex voice and broadband faults directly with the end user and with Openreach engineers. Key responsibilities of this role include: • Managing complex customer Broadband and Voice technical issues through to resolution. • Identifying the solution to each customer's problem drawing upon technical knowledge to resolve such issues… Show more Technical Specialist (Tier 3 Voice and Data) The Technical Specialist role within the Sky Network Services Team is responsible for resolving complex voice and broadband faults directly with the end user and with Openreach engineers. Key responsibilities of this role include: • Managing complex customer Broadband and Voice technical issues through to resolution. • Identifying the solution to each customer's problem drawing upon technical knowledge to resolve such issues in an effective and timely manner. • Communicating with the customer or engineer mainly by telephone • Delivering outstanding customer service in resolving complex problems • Good understanding of ADSL, home networking and associated technologies. • Understanding of Voice switching and PSTN connectivity - working with the Genband CS2K, C20 and Huawei IMS switches • Visiting contact centres Nationwide to ensure continuity of fault processes. • Logging into Alcatel (ISAM-V and ISAM-B) equipment running scripts to identify then rectify faults Tools used Secure CRT6.6 M2000 Client, SSH Jump host, DSL Expresse, LAMA, Chordiant, NEMO, Penfold, Spark, Network Alalyzer (SELT, DELT testing) MLT (Openreach), JDSU, Exfo. Show less



Openreach

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Customer Service Engineer

  • Oct 2010 - Apr 2012

  Provision & repair technician. Working on behalf of not only BT customers but 3rd party circuit providers across the BT infrastructure. My day to day duties were to pick up jobs via my work laptop, visit residential and business properties to carry out installations and repair tasks. Both installation and repair tasks involved access to BT’s entire network including exchanges, PCP (primary connection points) Telegraph Poles and connections to the end users property. I was selected to… Show more Provision & repair technician. Working on behalf of not only BT customers but 3rd party circuit providers across the BT infrastructure. My day to day duties were to pick up jobs via my work laptop, visit residential and business properties to carry out installations and repair tasks. Both installation and repair tasks involved access to BT’s entire network including exchanges, PCP (primary connection points) Telegraph Poles and connections to the end users property. I was selected to coach and mentor new recruits. This involved ensuring that new employees have the correct skills and competencies and that they were fully equipped to work as a one man technician. Additional skills: Broadband Boost which trouble shoots broadband issues such as slow speeds and dropping connections. Special Faults Investigation (SFI2) which requires a more in-depth understanding of broadband and PC issues. Frames and HDF this involves working in the main distribution exchanges. Show less Provision & repair technician. Working on behalf of not only BT customers but 3rd party circuit providers across the BT infrastructure. My day to day duties were to pick up jobs via my work laptop, visit residential and business properties to carry out installations and repair tasks. Both installation and repair tasks involved access to BT’s entire network including exchanges, PCP (primary connection points) Telegraph Poles and connections to the end users property. I was selected to… Show more Provision & repair technician. Working on behalf of not only BT customers but 3rd party circuit providers across the BT infrastructure. My day to day duties were to pick up jobs via my work laptop, visit residential and business properties to carry out installations and repair tasks. Both installation and repair tasks involved access to BT’s entire network including exchanges, PCP (primary connection points) Telegraph Poles and connections to the end users property. I was selected to coach and mentor new recruits. This involved ensuring that new employees have the correct skills and competencies and that they were fully equipped to work as a one man technician. Additional skills: Broadband Boost which trouble shoots broadband issues such as slow speeds and dropping connections. Special Faults Investigation (SFI2) which requires a more in-depth understanding of broadband and PC issues. Frames and HDF this involves working in the main distribution exchanges. Show less



Hobs Reprographics

• United Kingdom
• 1 - 100 Employee

• Account Operations Manager

  • Apr 2007 - Jun 2009

  Account Operations Manager – Atkins Contract I was responsible for managing the operational availability of the Atkins wide format printing fleet to include Oce, Hewlett Packard and Contex devices nationwide. Hobs won a significant contract with Atkins and it was my responsibility to act as the first point of contact for escalations, requests and all other operational issues including planning, coordinating and facilitating installations and removals. I was also responsible for 2 on… Show more Account Operations Manager – Atkins Contract I was responsible for managing the operational availability of the Atkins wide format printing fleet to include Oce, Hewlett Packard and Contex devices nationwide. Hobs won a significant contract with Atkins and it was my responsibility to act as the first point of contact for escalations, requests and all other operational issues including planning, coordinating and facilitating installations and removals. I was also responsible for 2 on site print rooms in Epsom and Birmingham managing 2 print room managers and 7 print operators. My duties included: · Attending weekly service review meetings with the Atkins service delivery management team · Being first point of contact with all escalations. · Conducting root cause analysis on all SLA breaches and faults to identify the issues, and ensuring that those reoccurring issues are identified and prevented. · Being responsible for SLA breach reports. · Implementing service improvement plans · Resolving operational issues with equipment i.e. scanning and technical issues with drivers, LAN issues, and general IT problems. · Conducting printing volume reviews for analysing output against the contracted minimum volume. · All line management duties for 2 print room managers and 7 print room operators. · Project management involving installing and coordinating installations/decommissions nationwide utilising a host of service providers to facilitate the customer’s requirements. · Ensuring all necessary change controls are submitted before any network modification. · The creation of customer service documents for operational processes documentation. Show less Account Operations Manager – Atkins Contract I was responsible for managing the operational availability of the Atkins wide format printing fleet to include Oce, Hewlett Packard and Contex devices nationwide. Hobs won a significant contract with Atkins and it was my responsibility to act as the first point of contact for escalations, requests and all other operational issues including planning, coordinating and facilitating installations and removals. I was also responsible for 2 on… Show more Account Operations Manager – Atkins Contract I was responsible for managing the operational availability of the Atkins wide format printing fleet to include Oce, Hewlett Packard and Contex devices nationwide. Hobs won a significant contract with Atkins and it was my responsibility to act as the first point of contact for escalations, requests and all other operational issues including planning, coordinating and facilitating installations and removals. I was also responsible for 2 on site print rooms in Epsom and Birmingham managing 2 print room managers and 7 print operators. My duties included: · Attending weekly service review meetings with the Atkins service delivery management team · Being first point of contact with all escalations. · Conducting root cause analysis on all SLA breaches and faults to identify the issues, and ensuring that those reoccurring issues are identified and prevented. · Being responsible for SLA breach reports. · Implementing service improvement plans · Resolving operational issues with equipment i.e. scanning and technical issues with drivers, LAN issues, and general IT problems. · Conducting printing volume reviews for analysing output against the contracted minimum volume. · All line management duties for 2 print room managers and 7 print room operators. · Project management involving installing and coordinating installations/decommissions nationwide utilising a host of service providers to facilitate the customer’s requirements. · Ensuring all necessary change controls are submitted before any network modification. · The creation of customer service documents for operational processes documentation. Show less



Deutsche Bank

• Germany
• Financial Services
• 700 & Above Employee

• Network Operations Team Leader

  • Oct 2006 - Apr 2007

  • Developing and managing the network support team. • Ensuring that the contract and SLAs were adhered to and maintained. • Ensuring the SDM was informed of the performance of the team by issuing regular reports and in certain situations communicating this information verbally to the appropriate parties. • Maintaining communications with 3rd party suppliers. • Recruiting for the onsite teams to ensure optimised delivery of service. • Participating in technical and managerial… Show more • Developing and managing the network support team. • Ensuring that the contract and SLAs were adhered to and maintained. • Ensuring the SDM was informed of the performance of the team by issuing regular reports and in certain situations communicating this information verbally to the appropriate parties. • Maintaining communications with 3rd party suppliers. • Recruiting for the onsite teams to ensure optimised delivery of service. • Participating in technical and managerial escalation processes. • Ensuring that all Incidents were managed to successful resolution. • Ensuring all change requests were implemented successfully, limiting disruption to the service. Show less • Developing and managing the network support team. • Ensuring that the contract and SLAs were adhered to and maintained. • Ensuring the SDM was informed of the performance of the team by issuing regular reports and in certain situations communicating this information verbally to the appropriate parties. • Maintaining communications with 3rd party suppliers. • Recruiting for the onsite teams to ensure optimised delivery of service. • Participating in technical and managerial… Show more • Developing and managing the network support team. • Ensuring that the contract and SLAs were adhered to and maintained. • Ensuring the SDM was informed of the performance of the team by issuing regular reports and in certain situations communicating this information verbally to the appropriate parties. • Maintaining communications with 3rd party suppliers. • Recruiting for the onsite teams to ensure optimised delivery of service. • Participating in technical and managerial escalation processes. • Ensuring that all Incidents were managed to successful resolution. • Ensuring all change requests were implemented successfully, limiting disruption to the service. Show less



BAA

• Apparel & Fashion

• Celsius Manager

  • Aug 2001 - Oct 2006

  Celsius Development Manager – Heathrow, Gatwick, Stansted & Scottish Airports Responsible for, · Managing a team of 6 engineers documenting & supporting the fibre optical network infrastructure. · Setting performance development plans per team member in line with the business strategy. · Recruiting team members as part of Network Operations Strategic Resource Plan. · Producing weekly statistics detailing progress of documentation and survey work, including fibre… Show more Celsius Development Manager – Heathrow, Gatwick, Stansted & Scottish Airports Responsible for, · Managing a team of 6 engineers documenting & supporting the fibre optical network infrastructure. · Setting performance development plans per team member in line with the business strategy. · Recruiting team members as part of Network Operations Strategic Resource Plan. · Producing weekly statistics detailing progress of documentation and survey work, including fibre, copper and electrical connectivity. · Chairing weekly meetings with project coordinators and project managers to plan and ensure that sufficient fibre is available to meet client requirements. · Ensuring the successful capitalisation of projects within the team which are outside of BAU (business as usual) tasks. · Planning, designing and implementing the cabling infrastructure and cable management software known as Celsius. · Developing the Celsius cable management system to encompass all departmental responsibilities, this included the management and set-up of Celsius at other BAA owned airports. · Arranging and providing in house training sessions for the Celsius cable management software adopted by BAA Heathrow. Show less Celsius Development Manager – Heathrow, Gatwick, Stansted & Scottish Airports Responsible for, · Managing a team of 6 engineers documenting & supporting the fibre optical network infrastructure. · Setting performance development plans per team member in line with the business strategy. · Recruiting team members as part of Network Operations Strategic Resource Plan. · Producing weekly statistics detailing progress of documentation and survey work, including fibre… Show more Celsius Development Manager – Heathrow, Gatwick, Stansted & Scottish Airports Responsible for, · Managing a team of 6 engineers documenting & supporting the fibre optical network infrastructure. · Setting performance development plans per team member in line with the business strategy. · Recruiting team members as part of Network Operations Strategic Resource Plan. · Producing weekly statistics detailing progress of documentation and survey work, including fibre, copper and electrical connectivity. · Chairing weekly meetings with project coordinators and project managers to plan and ensure that sufficient fibre is available to meet client requirements. · Ensuring the successful capitalisation of projects within the team which are outside of BAU (business as usual) tasks. · Planning, designing and implementing the cabling infrastructure and cable management software known as Celsius. · Developing the Celsius cable management system to encompass all departmental responsibilities, this included the management and set-up of Celsius at other BAA owned airports. · Arranging and providing in house training sessions for the Celsius cable management software adopted by BAA Heathrow. Show less



Pinacl Solutions UK Limited

• Connectivity Engineer

  • Jun 1998 - Aug 2001

  Connectivity Management Engineer - (Lehman Bank / British Airways / BAA Gatwick Airport & BAA Heathrow Airport contracts.) Responsible for, · Planning and implementation of the IT network cabling infrastructure using cable management software. · Selected to liaise with clients in order to minimise disruption to users during voice and data moves (Lehman Brothers). · Controlling and managing the moves, adds and changes… Show more Connectivity Management Engineer - (Lehman Bank / British Airways / BAA Gatwick Airport & BAA Heathrow Airport contracts.) Responsible for, · Planning and implementation of the IT network cabling infrastructure using cable management software. · Selected to liaise with clients in order to minimise disruption to users during voice and data moves (Lehman Brothers). · Controlling and managing the moves, adds and changes (MACs). · Implementing the first cable management database for BAA Gatwick, incorporating the South Terminal power-cabling infrastructure. · Training new and existing employees on using Pinacl’s cable management software (BAA), · The production of a procedures and definitions document (BAA). · Implementing cable management database for BAA Heathrow, documenting single mode and multi mode fibre for their LAN, Cisco and 3Com equipment. · Acted as Team Leader for the connectivity team at BAA Heathrow as a contractor. Tasks included, producing weekly statistics detailing progress of the documentation of survey work around the airport, weekly meetings to amend any issues with the survey team, and to liaise with the network designers to ensure that their projects had sufficient fibre links in order to meet their client requirements. Show less Connectivity Management Engineer - (Lehman Bank / British Airways / BAA Gatwick Airport & BAA Heathrow Airport contracts.) Responsible for, · Planning and implementation of the IT network cabling infrastructure using cable management software. · Selected to liaise with clients in order to minimise disruption to users during voice and data moves (Lehman Brothers). · Controlling and managing the moves, adds and changes… Show more Connectivity Management Engineer - (Lehman Bank / British Airways / BAA Gatwick Airport & BAA Heathrow Airport contracts.) Responsible for, · Planning and implementation of the IT network cabling infrastructure using cable management software. · Selected to liaise with clients in order to minimise disruption to users during voice and data moves (Lehman Brothers). · Controlling and managing the moves, adds and changes (MACs). · Implementing the first cable management database for BAA Gatwick, incorporating the South Terminal power-cabling infrastructure. · Training new and existing employees on using Pinacl’s cable management software (BAA), · The production of a procedures and definitions document (BAA). · Implementing cable management database for BAA Heathrow, documenting single mode and multi mode fibre for their LAN, Cisco and 3Com equipment. · Acted as Team Leader for the connectivity team at BAA Heathrow as a contractor. Tasks included, producing weekly statistics detailing progress of the documentation of survey work around the airport, weekly meetings to amend any issues with the survey team, and to liaise with the network designers to ensure that their projects had sufficient fibre links in order to meet their client requirements. Show less