Alex Webby Email & Phone Number

Christchurch, Canterbury, New Zealand

Christchurch, Canterbury, New Zealand

Christchurch

• Responsible for the resolution of 1st level ICT Corporate user issues over phone through the use of Spark Digital standard Incident Management processes.• Diagnosis and troubleshooting Spark products/services ranging from Broadband, PSTN, ISDN, Centrex, Corporate WAN, Global Gateway and VoIP delivered over copper, fibre and wireless technologies, hardware and configuration from physical desk phones, PABX hardware, Cisco routers/switches and Mobile devices• Diagnosing to determine issues are within or external to the Spark network and engaging Spark internal or 3rd party resolver groups to resolve incident to resolution, following industry guidelines and escalation procedures where necessary• Managing open tickets end to end• Co-ordinating with Spark field technicians and vendors like Chorus, Enable networks etc. for updates or escalation of case related to Spark services for timely action and updating to the customers.• Maintain a good understanding of client(s) Service Level Agreement (SLA) in relation to the Support Services SLA targets (e.g. in-scope work, response times, hours of operation, penalty clauses etc)• Remote access into clients server to troubleshoot and determine the state of their UPS, switches and other networking devices to determine fault• Responding to proactive alerts and emails along with inbound calls and liaise with other technical teams in order to meet and support customer’s requirements and provide solutions to their problems.

Chirstchurch

Under general supervision, in a 24/7 in-bound call center environment,, my job is to provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Diploma In Information And Communication Technology, Information Technology, Diploma

Studied the Diploma in ICT

High School, High School Ncea, Ncea Level 1,2,3