Carlian Thomas Email & Phone Number

99 City Rd, Old Street, London Ec1Y 1Ax

• Working with satellite telecommunication customers to identify and diagnose hardware device, software application, system, and or network problems and advising on the solution• Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives• Testing and fixing faulty satellite equipment • Working with field engineers who conduct site visits if the problem is more serious• Day to day support includes calling Vessel to resolves a wide range of complex satellite Technical Issue to Includes hardware and software related issues.• Install, configure and Support GCC and AmosConnect email client on Vessel.• Working closely with partners and other teams to deploy fixes, updates and support Vessel Infinity and Ifusion base SYSTEM for internet, voices, and mobile services.• Perform product testing of new product prior to launch • Perform on-going training of level 1 staff on products and technology • Assist Pre-Sales Systems Engineers with proof-of-concept testing • Conducting new product training with SMEs and delivering that into the VAS team• Working closely with our Norway and Singapore teams to Configure and support Vessel VSAT and FBX-GX satellite system both over the phone and via webex, configure and support VSAT and Fleet Broadband voice and data issues.• Configure and support FBX-GX satellite system on vessel.• Working closely with Manufactures to provide support for a wide range of Fleet Broadband terminals.• Assist with Pre-Configuration Services to prepare equipment for turn-key operation

333 Edgware Road London Nw9 6Td

• • Responsible for 1st and 2nd line technical support for our busy customer base and internal departments (personally averaging over 1000 inbound calls a month with a 99% fix rate)• Providing high quality customer service • Ensuring incoming calls are answered within agreed response times • Taking ownership of inbound calls on busy Technical Support line providing support on ADSL and Fibre Optic Broadband, PSTN/VOIP, Landline (SMPF, LLU, WLR), Mobile Broadband, Mobile Phones and partner tablets• Liaising with our business partners to investigate, raise and escalate faults• Responding to customer emails and letters• Managing and organising personal workload together with managing customer complaints and escalations• Accurately logging customer calls on our customer in house billing system • Providing support and assistance to all team members • Taking ownership of an issue and seeing it through to resolution• Dealing with multi line/ISDN lines business customers• Excellent knowledge of e-mail clients - Outlook, Outlook Express, Mac Mail, Windows Mail• Troubleshooting all versions of Windows and Mac• Troubleshooting and support all types of mobile phone and mobile operating systems• Setup and configure wireless network environment• Supporting the roll-out of new service, products and improvements to current processes/services

102 Westcombe Park Blackheath London Se3 7Dt

• Providing helpdesk support to clients, assisting them with hardware and software problems via phone, email and chat support• Ensuring clients are provided with regular updates on fault diagnosis prior to resolution and follow up that the customer is fully satisfied.• Workstation upgrades (including data backup and restore)• Software and image repair, recovery and rebuild• Ensuring client database is up to date • Taking ownership of user problems and being proactive when dealing with user issues • Logging client calls with thorough notes on internal call logging system • Maintaining log of software or hardware problems detected• Supporting end users in the use of computer equipment by providing necessary training and advice• Arranging for external technical support where problems cannot be resolved in house• Regularly on call during out of hours support. • Troubleshooting of printing and file server access problems• Providing remote support • Active directory support

• Provided first class technical support to NTL/Telewest broadband home users.• Appropriate diagnosis, tracking, documentation and resolution of incidents within a set SLA• Provide responsive advice and direction to customers when contacted about broadband issues • Assist in the development and maintenance of standard operating systems.• Interacting with numerous computer platforms in a multi-layered client server environment. • Worked with Network Operations staff as appropriate to determine and resolve client problems• Escalation of incidents when required• Assisted in maintenance and testing of network servers and associated equipment • Conducted independent analyses, communication and problem solving.• Performed work with little supervision which required me to use my own initiative and judgment• Regularly on call during out of hours support. • Received: Certificate of Training – Telephone Communication Skills

• Working with vendors/other computer support to ensure smooth running of the IT department and user computers• Tracking software licenses and providing daily support for copiers, printers and fax machines.• Providing support for Desktop applications (Clients, Office, Operating system, Outlook, etc.) • Diagnose, analyze and resolve user laptop, PC or handheld devices software and hardware issues. • Recommend, purchase, configure and install laptops, PCs, handheld devices and computer related equipment • Maintain software and hardware inventory records • Train and coach users regarding effective use of computer software and hardware in windows, Macintosh and other computer desktop environments. • Evaluating and implementing new Desktop PC software for user departments

A+ Certification Modules

Business Studies, Info Tech & English

Gcse, 8 Gcses Grade A- C