Adam Nevin Email & Phone Number

Solihull, England, United Kingdom

• Managing 2nd line assigned tickets, providing support over multiple channels• Updating customers through the ticket life cycle, ensuring successful completion• Act as an escalation to tickets that the first line is unable to solveo Providing feedback to the line manager/s on any 1st line training needs to ensure checks arecarried out as required• Liaising with suppliers (Xelion, Gamma, Horizon) when an escalation is required• Assist the first line team and provide cover as needed• Booking an engineering service visit where required (after first and second line checks have beencompletedo Create the Go Canvass job sheet• Escalate any customer complaints to the team manager• Support the service delivery team with Xelion Server builds and all relevant documentation• Support the team manager and Head of Xelion Product with training requirements and new starteronboarding• Stay current with system information, changes, updates, and the latest technological advancements• Work within the parameters of SLA guidelines• Ensure all cases are updated via the company CRM

Solihull

Providing 1st Line Technical Support and troubleshooting customer issues relating to products provided (VOIP platforms, Horizon, Xelion, HV Select & Broadband/Ethernet products)Liase with partner companies to assist with customer requests and technical issues (Gamma, Daisy, Vodafone etc).Communication with Customers via telephone, email, and CRM ticket manager.Providing VOIP Telephony systems support and configuration of phones.Broadband & Ethernet diagnosticsHardware ProvisioningDesktop and Office packages support Keeping to company SLA's when communicating with customers/working on tickets. ensuring the customer is kept updated throughout the ticket life.Point of escalation and training for team members.

Birmingham, United Kingdom

Taking calls from both customers and self-employed agents. Queries varied from payments being made, new card details being given, general enquiries and customer account issues.Calls were also taken from customers making complaints, these had to be handled in accordance with the company Complaints policy.

Solihull, United Kingdom

•Established and developed effective two- way business relationships, with internal (admin, field managers & SMT) and external customers (third party suppliers)•Managed all enquiries and queries that were passed through the Helpdesk as front line support•Overseen the resolution of queries passed over to second line support•Ensured that customer expectations were managed and issues resolved within a timely manner•Ensured Compliance with all company policies and procedures•Identified created and supported ways to continually improve business and the services provided•Monitord and reviewed my individual and team performance •Embraced Company initiatives and changing working practices•Answer and log calls from internal customers (head office & CSC staff, administrators, field managers, agents and the SMT)•Provided timely and accurate 1st and 2nd line guidance to ensure, wherever possible, issues were resolved immediately•Remoted onto the user's local PC/thin client to help identify and/or rectify the reported problem•Performed remote telephone training•Prioritised and /or escalated calls appropriately•Used the Samanage tool to respond to email incidents and log all telephone enquiries •Ensured queries were followed up and closed as soon as possible•Actively shared knowledge and experience with helpdesk colleagues•Tested new software, software functionality and new applications •Produced instructional documentation for end users on new software (administrators)•Sending formal communications to internal staff including members of the SMT

Solihull, United Kingdom

•Answering calls and responding to emails from internal customers (head office & Customer Service Centre staff, Administrators, field managers and Agents)•Provide timely and accurate 1st and 2nd line guidance to ensure, wherever possible, issues are resolved immediately•If necessary, remote onto the user's local PC/thin client to help identify and/or rectify the reported problem•Assist with remote telephone training•Prioritise and /or escalate calls appropriately•Ensure queries are followed up and closed as soon as possible•Actively share knowledge and experience with helpdesk colleagues•Testing new software, software functionality or new applications •Report back to the developers on test findings/results•Produce instructions for end users (administrators)Outbound external calls to third party companies such as Reprotec and Virgin

Computer Systems Networking And Telecommunications, Distinction

Unified Communications Technician

Database Fundamentals