T2 Avaya Engineer

• Apr 2022 - Present

Avaya Tier 2 Shift Engineer

• Feb 2017 - Mar 2022

Tier 2 Telephony Engineer

• Jan 2015 - Feb 2017

Providing Avaya telephony support to key customers on a 24/7 basis. This role includes troubleshooting and resolving issues raised by customers and on a proactive basis using NetIQ monitoring tools and the in-house call logging system.This includes add, moves and changes to systems and investigating any faults raised. The key role is finding root causes by tracing stations/trunks and running TraceSM to identifying if there have been any power issues, network faults on site or with the line provider. This role requires the demonstration of using several applications and systems. From basic Avaya CM, Voicemail, including Call eXpress, CMS, some WFO applications, SBC, System Manager, Session Manager and several other applications whilst providing the highest standard customer service to our customers. Show less

Tier 1 Service Desk Analyst

• May 2011 - Jan 2015

Actively involved with moving from a predominately administration based helpdesk, to a more robust technical first line support team (Service Desk), to offer greater benefits and assistance to our customers. I am responsible for creating and amending processes and procedures to allow the successful migration and transition to the final technical Service Desk vision. Whilst ensuring customer queries are dealt with in a professional manner maintaining SLA’s holds high expectations. The transition has seen a sharp rise in first time fixes, resulting greater business benefits. This includes handling Service Requests submitted by customer and completing basic checks before escalating incidents/requests to the 2nd line support team, assisting to reduce handling times. The role also includes taking inbound calls and logging them on the in house system to ensure that accurate information and ticket status is available at all times. The introduction of Incident management allows greater management visibility and provides accurate SLA and relationship management for all customers including high priority tickets logged by our prestige customers. The role also included relationship management with 2nd line and 3rd line support teams to ensure that all escalations are resolved within SLA, customer communications are maintained at front line service desk, and all incidents were dealt with professionally. Show less

Senior Service Desk Analyst

• May 2010 - May 2011

In order to improve the processes, functionality and first time fix rates I moved to a Service Desk Analyst role. My previous experience in both Operations and Site Support allow me to bring a real world approach to the newly formed Service Desk. The role has allowed me to further my interpersonal and communication skills, apply work processes and assist in the ongoing development of other analysts within the department. My combined skill and resolve has driven down the number of escalated incidents and improved the first time fix rate significantly.Bringing ideas and toolsets from previous roles has allowed the department to capitalize on my experience and provided opportunities for first line support; these include Remote Desktop management with RDP and Dameware utilities. AD Account administration and user account creations for a range of internal applications across 4 UK sites. As my current company is required to conform to FSA policy my role has ensured that stringent process and policy are in place and that each activity meets the required level of best practice.I pride myself on providing excellent customer service, ensuring we achieve our SLA's, make sure we meet all of our KPI's and ensure process, policy and working methods allow the business to adhere to requirements but maintain an agile approach to support. It is my aim to exceed customer expectations whenever possible. Show less

Site Support Engineer

• Dec 2007 - May 2010

Providing second-line support to users based in Walsall and other HomeServe sites. This includes hardware and software support which required remote support using Dameware and RDP to resolve any IT faults. This role has enabled me to push myself beyond my limits and troubleshoot issue using various forum, websites and in-house knowledgebase. The position has also enabled me to get involved in a number of projects. These include Pipeline, O2 and Encryption Project. It involved having to deal with high profile customers and ensuring that all levels of communications were used to ensure any known issues were dealt with constructively and efficiently. This has allowed me to build a trusting relationship with key stalk holders across the business.AD AdminPC Hardware Support Mobile/BB supportSymantec Antivirus Software Support Show less

Operations Technician

• Aug 2004 - Dec 2007

TivoliUnixVeritasData Management

Customer Sales and Service Executive

• Apr 2003 - Aug 2004

Customer ServiceUpselling other products

Personal Assistant

• Apr 2002 - Apr 2003

General Admin Diary Management Project Involvement General Admin Diary Management Project Involvement

Call Co-ordinator - BCC

• 2000 - 2002

Engineer Management SLA Targets Reporting General Admin Duties Engineer Management SLA Targets Reporting General Admin Duties

Customer Service Agent

• 1998 - 2000

Customer Service Customer Service

Customer Service Advisor

• 1997 - 1998

Customer Service Customer Service