Andy Cooper Email & Phone Number

Warrington, England, United Kingdom

• Management of the core telephony platforms and IVRs, including self-serve applications over all 6 sites, and the Infrastructure Emergency action centres located in Scotland, England, and Wales to support 9 million inbound calls per annum.• Involved in reviewing, analyzing, and maintaining the telecommunications system to improve SLA's, KPI's and business objectives• Spearheading changes to telephony and routing to improve customer journeys.• Supporting management and all areas of the business to discuss their telephony requirements and present all their options to ensure the technology is utilised to the best of its ability

Warrington, United Kingdom

• Managed the Telephony Infrastructure of the business, across four UK sites, supporting SAP, GT, CISCO, Genesys, Siemens, and office productivity applications for over 3000 users.• Created training material that I used to coach and mentor to all levels of staff that vastly improved the business performance• Worked within the Business Major Incidents Continuity team as the Telephony Coordinator.• Provided high level data interrogation, to comply with Data Protection and commercial requirements.• Supported the implementation, troubleshooting and maintenance of IT and Telephony systems• Maintained an in-depth technical understanding of one or more components within an application / product, being recognised as the ‘go to’ contact for technical queries, live incidents, and problems, and to be the escalation link where necessary.• Evaluated, processed, and coordinated change requests to the telephony switch, highlighting any potential risks/impacts to the operational stability of the telephony switch to the Systems Administration Manager • Managed the Nice call recording and Quality monitoring strategy deployment across multiple sites. • Implemented best practices and Knowledge base was centrally retained and regularly updated for fault resolution.

Administor for the HELP function within GT - created resources to develop users across all sites to ensure knowledge was shared to improve customer journeys.

Working daily between 6 sites within the City of London providing documented equity research to the trading floors as the business demanded. Mainly working at our storage unit where all the top 100 FTSE companies research was kept. I was responsible for overseeing the smooth running of the storage procedure to ensuring dispatch and delivery was met to meet the demands of the traders.

London, England, United Kingdom

Provided an efficient, courteous, and professional facilities service to staff and visitors, across 4 sites to assist with providing a safe, clean, comfortable, and well-equipped office environment.

Gnvq, Leisure And Tourism

A-C in English Language and Literature, Math's, Business Studies, Double Science Award, Media Studies; Leisure and Tourism - Merit.

Education record