Andrew Ayres

Andrew Ayres Email and Phone Number

IT Professional - Telecommunications
Andrew Ayres's Location
Bendigo, Victoria, Australia, Australia
About Andrew Ayres

My name is Andrew Ayres, and I am an experienced IT support technician, manager and trainer. I have done everything front front line support to being the Global Support Manager for a medium sized business. I have also been responsible for delivering training to new and existing staff, and have demonstrated my ability communicate effectively, both in written and verbal form.Over the past decade it has been a pleasure for me to be able to pursue a variety of roles while still remaining within the IT realm. I have proven experience in people management and customer support, giving me a broad appreciation of working within a company framework. I have taken on leadership roles within the companies I have worked for and enjoy the challenge of working for the betterment of the team, and company.Highlights include setting up a new Manila based support team from scratch at the start of 2015, being responsibly for hiring, training and deploying staff into the support operation. Then following that up with ongoing development to ensure that company needs are met.I have often been required to be a self starter, and work on projects with minimal supervision, while still being able to be an effective part of the team.I have over five years experience managing Linux based hosting servers, acting as the go to person in the company for issues relating to web and email hosting, and in doing so I have been able to build trusted adviser relationships with customers, able to work to their specific needs.I’m driven to achieve the best outcome I can for customers, and have an ability to break down technical concepts into easy to understand terms.I am motivated, and have a passion to be part of something more, believing that a job is more than a wage, it’s an opportunity to develop as a person and always learn new things.With my years of management and senior technical experience I have a wide array of skills that I can bring to any organisation.

Andrew Ayres's Current Company Details

IT Professional - Telecommunications
Andrew Ayres Work Experience Details
  • Managed Telco Services
    Support / It Manager
    Managed Telco Services Jan 2016 - Dec 2023
    Bendigo, Victoria, Australia
    Due to the small size of the business over nearly eight years this role evolved from just providing frontline support to around 1500 customers for connectivity products in and around the telecommunications sphere (NBN, business fibre, and mobiles) as well as business grade hosted phone systems and web/email hosting, to taking on a much larger role involving managing aspects of the business including whole accounts and taking the lead in technical R&D for new product developments.Key Responsibilities:[Managerial]• Reconciliation of wholesale accounts to ensure we were being charged currently, these included Optus Business, Telstra Enterprise and Government and Telco in a Box.• Monthly auditing of customer invoice data prior to issuing to ensure customers were being billed correctly and that billing was correct.• Work with suppliers to ensure we could source hardware needed for customer requirements[Customer]• Providing customer facing technical support for business grade data connections, business phones systems and web/email hosting.[Technical]• Responsible for internal IT used within the company including PC’s, office equipment and our internal Microsoft 365 account• Designing building and deploying business grade phones systems for business as required• Research technical aspects of potential new product offerings to ensure needs are met, and that the product will be fit for purpose, liaising with suppliers as needed.• Assist with technical queries from other members of staff regarding any particular customer issues they need advice on• Managing devices such as iPads utilising VMWare Airwatch, including the provisioning of a secure mobile APN for transmission of sensitive data
  • Simple Id
    Global Support Manager
    Simple Id Sep 2014 - Oct 2015
    Bendigo, Australia
    • Oversee support operations in Manchester, Auckland, Manila, and Melbourne• Directly manage Australian, New Zealand and Manila operations• Responsible for building the Manila team from scratch, including interviewing, candidate selection and training• Develop KPI’s and assessment tools to manage the new Manila operations performance• Develop call assessment criteria to develop staff customer service skills• Prepare weekly reporting on operational performance of the support team• Manage escalated cases• Provide one on one coaching around customer service soft skills and technical skills for each person• Manage and support migrations to office 365• Provide on the spot support for staff, answering questions and assisting with complex issues• Liaise with senior technical engineers on service issues
  • Simple Id
    Senior Technical Support - Domains And Hosting
    Simple Id Jul 2014 - Sep 2014
    Bendigo, Australia
    • 2IC for the then UK based Global Support Manager• Provide technical escalation support• Act as Level 1, 2 and 3 support as needed• Provide server support for Linux hosting servers and Exchange 2010• Engage vendors for support on service issues and mange resolution paths• Prepare and provide communication around service incidents
  • Simple Id
    Technical Support - Domains And Hosting
    Simple Id Sep 2010 - Jul 2014
    Bendigo, Australia
    • Providing support for web and email hosting services• Supporting exchange 2010 accounts• Providing support for Blackberry Enterprise Server issues• Support migration of 2000 email accounts onto new infrastructure• Domain registration and management support• Provisioning of new exchange, BES and hosting accounts• Provide billing support for domains and hosting• Onboarding customer email and websites from other providers• Manage decommissioning of older servers• Assist with implementing new spam filtering solution• Provide support for spam filtering solution
  • Excelior
    Dell On Call
    Excelior Jun 2009 - Jun 2010
    • Diagnosing and resolving complex customer equipment issues• Provide premium software support for Dell on Call customers• Identifying cross sell and up sell opportunities• Managing time to meet case resolution expectations• Support fellow staff with complex issues
  • Excelior
    Team Leader
    Excelior May 2008 - Jun 2009
    Bendigo, Australia
    • Monitoring of staff performance in order to be able to provide constructive feedback, and encouraging staff to develop• Working with other team leaders within the department and company to maintain a high level of performance throughout all the teams• Evaluate calls based on customer service criteria to ensure compliance and identify areas for development• Working with the Senior Technical Consultants to ensure staff technical train requirements are being met.• Work with individual staff to ensure key performance criteria are being met• Develop ways of maintaining and increasing staff engagement• Managing roster adjustments to ensure adequate staff levels to meet business needs• Provide regular coaching to each staff, and developing an individual training plan to address each person’s needs
  • Excelior
    Learning And Development (Seconded)
    Excelior Feb 2008 - May 2008
    Bendigo, Australia
    • Develop and revise training material to deliver to new staff when being inducted• Facilitate staff inductions, covering both technical and customer service compliance• Assess each persons’ relative skill level and ensure that each person has the chance to succeed• Deliver feedback to new employee’s manager as to their level of competency, and document feedback
  • Excelior
    Senior Technical Consultant
    Excelior Mar 2007 - Feb 2008
    • Escalation point for technical issues relating to mail and internet• Monitoring of services to ensure issues are dealt with quickly and minimize impact to customers• Communicate known issues to staff so they are aware of problems relating to services• Answering ad-hoc requests from level 1 staff to assist in resolution of customer issues• Facilitate technical training and coaching of staff to ensure competencies are met• Deliver monthly technical evaluation for staff to track progress and identify areas for improvement• Preparation and delivery of training material for new products and services
  • Aapt
    Customer Service Consultant
    Aapt May 2006 - Mar 2007
    Bendigo, Australia
    • Providing internet helpdesk support for AAPT customers• Using troubleshooting skills to diagnose and resolve technical issues with email and internet• Escalation of issues relating to infrastructure• Ensuring accuracy of customer records
    View

Andrew Ayres Skills

Linux Technical Support Microsoft Exchange Servers Firewalls Consulting Blackberry Management Team Management Change Management Help Desk Support Team Leadership It Service Management Project Management Active Directory Troubleshooting Telecommunications Call Centers Customer Service Sharepoint

Andrew Ayres Education Details

Frequently Asked Questions about Andrew Ayres

What is Andrew Ayres's role at the current company?

Andrew Ayres's current role is IT Professional - Telecommunications.

What schools did Andrew Ayres attend?

Andrew Ayres attended La Trobe University, Rochester Secondary College.

What are some of Andrew Ayres's interests?

Andrew Ayres has interest in Animal Welfare, Education, Science And Technology.

What skills is Andrew Ayres known for?

Andrew Ayres has skills like Linux, Technical Support, Microsoft Exchange, Servers, Firewalls, Consulting, Blackberry, Management, Team Management, Change Management, Help Desk Support, Team Leadership.

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