Adrian Fanner Email & Phone Number

Ferndown, Gb

Christchurch

My responsibilities and duties involve the administration of the Hobbycraft IT infrastructure and Managed Service Support. I manage and liaise with all our 3rd Party Suppliers and Managed Services for our Stores, Head Office and Distribution Center. I also keep touch with my technical side and do 1st/2nd line Desktop and Network Service Support for Head Office and Distribution Center and VoIP and hardware for the Stores. Included are Installations - Desktop/Laptop, Printers, Switches, Mobiles and VoIP telephones and all software upgrades for the Estate. Involved in new store implementation projects and all projects involving Hobbycrafts infrastructure. Just completed a transition to a new Managed Service provider.

Bournemouth, United Kingdom

• Day to Day running of the Call Center –Problems/Questions/Solutions• Emails: Customer queries and complaints• Implementing new procedures and processes as required• Reports: Cisco and ITSM (Shared with Gerry)• Arrange Site visits – New installations/Faults• Staff Leave requests and overtime• Projects – New Hobbycraft Stores and all other projects as they arise.• Rota – Call Center shifts and weekend cover. Back Up rota and Site Visit rota• Monitor all Support Queue in ITSM and Cisco and take appropriate action when required, includes Support Team Mailbox• Book in and dispatch all Stock• Ensure Incident Management process is being followed and when failure occurs take the appropriate action• Team and Customer meetings• Site visits/installations when required• Ensure SLA requirements are being met and where breached investigate and resolve• Assist Sales when required with information or technical, customer data• Knowledge documentation – created and updated• Induction of new Customers into Support• Maintain working relationships between all Support Teams and Branches to ensure constant communication.• Staff Appraisals (Future)• Staff training requirements• Organise Installations and Site visits• Discipline and Grievances• Responsibility for the delivery of the Service Desk Service to the agreed Service Level Agreement• Creation and Management of Service Incident Management Process• Ownership and Responsibility for the Service Desk Department Queue

Team Lead for 2 IT Service Desks for a Deployment Program

Responsible for the Remote support Technical Team, which screened all support calls, resolving the incidents we could remotly and then updating tickets we could not resolve before assigning to a Field Engineer. responsible for SLA contracts and ensured they were enforced and requirements were met.

Johannesburg Area, South Africa

Field Service Support Engineer for Philips pabx systems. This covered the iswitch, concord, merit and is3000 range pabx systems. Also included the CC250 Call Center systems.

Diploma, Light Current Electronics

Completed a 3 year Diploma in Light Current Electronics

Call Centre Engineer, Rockwell Enterprise Edition

Activities and Societies: Qualified Rockwell Enterprise Call Centre Engineer Completed a Rockwell Enterprise Technician Certification

A+, Information Technology

Activities and Societies: Certified A+ Microsoft Technician Completed my A+ Certification

Technicain, Telecommunications

Activities and Societies: Completed a 3 year Apprenticeship, Qualified as an PABX Service Engineer. Completed a 3 year apprenticeship.

Senior Schooling, Mathematics And Computer Science

Activities and Societies: Sports Completed my Senior Schooling