Andrew Smith Email & Phone Number

Birchwood, Warrington, England, United Kingdom

Blackpool, England, United Kingdom

Nottingham City, England, United Kingdom

Preston, England, United Kingdom

United Kingdom

Blackpool, England, United Kingdom

United Kingdom

Nottingham, United Kingdom

Maximise availability for engineer & 2nd line calls.Support 1st Line colleagues with their daily duties.Managing 1st line resource by monitoring skills assigned to 1st line colleagues during busy periods.Communicating knowledge to the desk.Creating knowledge articles & keeping them up to date.Improving & communicating first time fixes.Improving ways of working within SME areas, 1st line & 2nd line.Manage and be accountable for your own list work & ensure it is progressed at least every 24 hours.Highlight any list work that has not been progressed for more than 3 working days.Highlight any list work that has been open for over 2 weeks.Create & maintain knowledge articles for any new service that we support.Share knowledge amongst 2nd line colleagues & arrange to work together to update the skills matrix.Accountable for improving 1st line skills measured through the skills matrix.Responsible for managing aged list work in your SME area's.Take ownership of aged list work older than 2 weeks.Anticipate, highlight & report business critical incidents through the correct channels.Investigate ways of decreasing any aged list work.Ensure that complicated list work is escalated through the correct channels.Monitor & prevent list work from breaching it's Service Level Agreement.Update training documents when new hardware or software is implemented within the business.Responsible for ensuring that new processes are trained out to the team.Delivery of new join training for your SME area.Deliver refresher training based on the results of the skills matrix.Create a weekend workplan for the team.Send regular weekend workplan updates to the team.Delegate, prioritise & monitor weekend list work to the relevant team members.Ensure all weekend analysts are skilled in appropriately to ensure all calls are answered promptly.Drive own development & performance.

Nottingham, England, United Kingdom

Deal with customers & colleagues of IT in a courteous & professional manner.Provide the highest quality of customer service on a consistant basis.Maintain high levels of availability to allow prompt answering of incoming calls.Ensure all IT & business security procedures & policies are adhered to.Understand the key systems, guidance for resolving common issues & the relevant resolver teams for different types of incidents & requests.Ensure correct levels of severity are attached to calls & all parties are aware of the impact to the business.Ensure that sufficient details are logged so that the root cause can be ascertained & a resolution can be provided as efficiently as possible.Process, chase & provide feedback to customers regarding the outcome of their call, holding partners to account to deliver to the Service Level Agreement.Use of tooling & knowledge base articles to provide, record & resolve 70%+ of all incidents.Actively support & assist in the training & development of new joins.Responsible for the end-to-end customer relationship for incidents & requests.Allocate unresolved calls to the relevant resolver teams promptly, ensuring customers are kept up to date & relevant information is passed on.Administer the processes to a high standard that enables monitoring, reporting & business activities to run smoothly.Provide support for colleagues doing similar roles & also less experienced colleagues either by mentoring, training or when necessary, sharing workloads.Ensure all customer/user satisfaction scores & feedback targets are met.Ensure service desk tool statistics & targets are met, including calls taken, first time fix, abandonment & quality metrics.

Nottingham, England, United Kingdom

My primary role with Virgin Media was to take calls from field engineers who were located at telephony exchanges & customer locations & assisting them with fixing & provisioning telephone lines. This role included the following:Support Telecoms engineers in a courteous & professional manner.Provide the highest quality of customer service on a consistant basis.Maintain high levels of availability to allow prompt answering of incomng calls.Ensure all business security procedures & policies are adhered to.Understand the key systems, guidance for resolving common issues & the relevant resolver teams for different types of incidents & requests.Ensure correct levels of severity are attached to calls & all parties are aware of the impact to the business.Ensure that sufficient details are logged so that the root cause can be ascertained & a resolution can be provided as efficiently as possible.Process, chase & provide feedback to customers regarding the outcome of their call, holding partners to account to deliver to the Service Level Agreement.Responsible for the end-to-end customer relationship for incidents & requests.Allocate unresolved calls to the relevant resolver teams promptly.Administer the processes to a high standard that enables monitoring, reporting & business activities to run smoothly.Provide support for colleagues doing similar roles & also less experienced colleagues by sharing workloads.Ensure all customer/user satisfaction scores & feedback targets are met.Ensure service desk tool statistics & targets are met, including calls taken, first time fix, abandonment & quality metrics.Use bespoke Switch & Telecoms software to support field engineers to fix & provision telephone lines.

Nottingham, England, United Kingdom

For this contract I was tasked with working with a small team of technicians & engineers to upgrade all of the IT equipment in the college. This incuded the creation of a new IT Learning centre in the college library & at the time this was the first college in Nottingham to complete a project of this scale (in total is was around 500 new PC's). During this contract I used the knowledge gained from my BTEC National diploma course & applied it to this project. This included the roles below:Assisted with upgrading all of the IT equipment (including Network, Servers, Printers, PC's & Peripheral kit) in all of the IT rooms in the college.Assisted with provisioning new IT access & equipment for the college employees & students.Assisted with training & upskilling of the college employees & students using the new IT equipment & software.Assisted with creating & maintaining training documents & knowledge base documents for all college users.Provided post install technical support (via face to face, email & database logging system) for all of the college employees & students.At this time I was using & supporting the following software:PC/MS-DOS 2.9 through to MS-DOS 6.22Windows 3.1Windows for Workgroups 3.11Windows NTNovell NetwareScanning & OCRCobolTurbo PascalDBaseMS AccessSuperCalcMS ExcelWordStarWordPerfectMS WordMS PowerPointSage

Nottingham, England, United Kingdom

This is a role I started as a 2 week work experience for part of my development at comprehensive school. Based on my 2 week performance this became a permanent part time role to gain additional experience & core skills in the workplace before I started my IT course at college. During this time I performed the following tasks:Answer telephone and direct calls as appropriate.Receive and respond to email messages.Maintain filing system.Act as communication relay, making sure all parties receive necessary information and that this information is accurate.Photocopying & print services.Assist the postal team with distributing incoming & outgoing post.Schedule meetings.Develop reports as requested.

Prince2® 6Th Edition Foundation Certificate In Project Management, Certified

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Change Management Basics: Part 1, 30/30 - 100% Distinction

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Compliance And Risk Management: Part 1, 140/150 - Distinction

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Project Management, Distinction

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Agilepm® Foundation, Certified

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Itilv4 Foundation, Certified

Understand the key concepts of service management Understand how the ITIL guiding principles can help an organisation adopt & adapt.

Microsoft, Pass

SharePoint Site Owner Training including: Site & Content Design List and Library Design Working with pages Applying & Managing Apps.

Running Effective Meetings, Pass

Training for planning, preparing and executing for meetings at all levels in multiple formats Methods of requesting and following up.

Sage 50 Accounts 2017 For Beginners, Distinction

Presenting Confidently, Pass

Microsoft, Pass

Introduction to Windows 10 - How to apply its functionality & navigation tooling Introduction to Office 365/2016 - How to apply its.

City & Guilds Level 2 National Certificate, Door Supervisors (Sia), Pass

Conflict management for door supervisors Roles & responsibilities of door supervisors

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Activities and Societies: Essential Health & Safety Essential Food Safety

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Serving food & drink: Bar Serving food & drink: Table Develop positive working relationships with customers Create & maintain effective.

City & Guilds National Vocational Qualification (Nvq) Key Skills Level 1 & 2, Catering & Hospitality, Pass

Application of number Communication Personal skills - Improving own learning & performance Personal skills - Working with others

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Maintain a safe & secure working environment Maintain & deal with payments Maintain customer care Develop effective working relationships.

Service For Sales, Catering & Hospitality, Pass

Scottish & Newcastle Company Knowledge Face 2 Face Standards of Personal Hygiene & Appearance Health & Safety Security & Emergency.

Btec National Diploma, Computer Studies, Merit

Introduction to Programming - Merit Computer Systems - Merit Information Systems - Merit Quantitative Methods - Merit Communications.

Gcse

Mathematics - A English Literature - B English Language & Oral Communications - C1 Science (Dual) - C & C Art & Design - C CDT: Design &.