Support Manager

• Oct 2022 - Present

Helpdesk Lead

• Dec 2016 - Nov 2022

Delivering outstanding customer support.

Technical Support Engineer

• Apr 2010 - Dec 2016

Telecommunications Engineer

• 2003 - 2010

Between 2003 to 2010 I spent 7 very successful years developing my career and honing my skills as a technician at this specialist telecommunications and IT firm. My role included: • Communicating with customers and providers on a daily basis via e-mail and telephone to ensure service operations, from both origination and termination sides of the company, were functioning efficiently and to clients’ optimum satisfaction. • Raising trouble tickets, notifying clients and immediately rectifying any issues under the sub-role of Imagine Media support specialist. These problems were tackled using a number of processes such as live call trace, manual test calls via IP Phone / Softphone and CDR analysis. Once settled, I would ensure all affected parities were notified. • Constant monitoring of live traffic to fulfill Imagine Media’s guarantee of unsurpassable customer service. • Terminating calls efficiently by providing stable end-points and dealing with errors during these times by swiftly liaising with responsible contributors to resolve issues independently and avoid any disruption. • Executing any routing changes (via Mera MVTS PRO Switch) to make sure both customer and provider’s statistics were satisfactory at all times. • Providing on-site assistance and supplying connectivity for new clients to our infrastructure. Installations of this kind would include the implementation of new Gateway systems and servers into the company’s co-locations. • Connecting with new clients and communicating with relevant departments to ensure successful testing and project management, executing the launch of live traffic and providing any future technical assistance. • Working alongside the accounts department to make sure customer invoices were paid promptly and act quickly on any disputes. • Providing 24/7 support for customers worldwide.

Freight Cashier

• 2002 - 2003

My first step onto the career ladder took place in 2002 as a Freight Cashier for Maersk Sealand, one of the largest container shipping companies in the world, at their UK headquarters in Canary Wharf where I undertook the following duties: • Employed as a freight cashier I was entrusted with receipting, tallying and banking collections on a daily basis. • Responsible for releasing verification documents to cash and credit customers upon receipt of deliveries, I was accountable for large sums of money and valuable assets. • Co-ordinating with the credit controllers and assisting in monitoring, my role included controlling freight and detention receivables and delivering administration to credit customers with overdue or outstanding dues. • Constantly looking to improve existing processes with a view to achieving greater efficiency, I was afforded great responsibility within my position. I took advantage of this freedom to make advancements by improving counter processes, utilising existing IT systems more effectively and implementing customer satisfaction pledges.