Chris Webb Email & Phone Number

Gloucester, United Kingdom

As a Support Engineer I am required to provide Technical TSAT/ WISP support, KASAT Service support and arrange the configuration/ testing and shipping of customer orders and returns.• Provide support to the accounts and Operation teams as required.• Test and prepare customer orders prior to dispatch.• Test and prepare equipment prior to customer installations.• Arrange the collection and delivery of customer orders with the carrier.• Support the Project Manager with installations/ Site visits.• Provide Tier 1 helpdesk support for TSAT.• Provide Tier 1 helpdesk support for KASAT services.• Document any WISP support quires using “Team Support” software.• Provide Tier 1 customer support via telephone/ email.• Remotely accessing customer networks for investigation of incidents• To arrange the return/ repair of faulty hardware.• Evaluate any returned/ faulty hardware.• Escalate support issues when required to the Engineering Manager.

Cheltenham, Gloucester

• Carry out equipment installation to the highest standard adhering to best practice• Carry out fault finding on installation of products and services in order to deliver first time• Commission installed hardware in accordance with vendor specification• Continual personal development in order to deliver exceptional customer satisfaction• Technical lead and point of contact for project delivery coordinating with Project Manager• Liaise directly with Customers, vendors and suppliers in a courteous professional manner• Act as technical lead and technical point of contact for project delivery• Responsible for the creation, update and delivery of technical and project documentation• Deliver customer training as required in line with duties• Ensure accurate capture of work carried out and that project team are informed, updated and communicated correctly with detailed information• Be familiar with all hardware and software systems supported by Horsebridge• Networking with colleagues to maintain awareness of internal environment• Competent use of all relevant IT Tools,associated test equipment required in line with duties• Carry out site surveys, collecting and collating relevant information with a view to make recommendations on project implementation requirements.• Liaise directly with suppliers in agreement with project team.• Remotely accessing customer networks for investigation of incidents.• Accountability for Generating Ad Hoc Reporting including use of pivot charts and tables• Complex Fault finding customer equipment (analysis)• Ownership of and functional and hierarchical escalation of work related incidents as required• Radio Configuration, design, planning and optimisation as required• Advanced equipment configuration and commissioning of relevant equipment• Accountable for handover of project related documentation including updated status reports• Responsible for configuration and problem solving of internal Operational Support Systems

Network Operation Centre

To serve customers by logging and managing their incidents and service requests through to completion and to improve customer service and quality on an ongoing basis.• Logging and Managing incidents and requests.• Checking quality of data and for regular updates in the Service Desk system.• Managing incidents to meet respective SLAs.• Updating Partners and End Users.• Following up with engineers for updates.• Managing incidents through to closure.• Escalation of incidents to the Service Desk Manager.• Arranging to dispatch spares with the assistance of Logistics.• Managing AMR (Advanced Material Request) and MRS (Managed Repair Service) SLA’s • Booking in and testing of Faulty Equipment• Test and configure equipment to customers requirement before shipment• Site visits to rectify faults on Wifi and Sync equipment.

Hereford, United Kingdom

Redditch

Redditch

To serve customers by logging and managing their incidents and service requests through to completion and to improve customer service and quality on an ongoing basis.• Logging and Managing incidents and requests.• Checking quality of data and for regular updates in the Service Desk system.• Managing incidents to meet respective SLAs.• Updating Partners and End Users.• Following up with engineers for updates.• Managing incidents through to closure.• Escalation of incidents to the Service Desk Manager.• Arranging to dispatch spares with the assistance of Logistics.• Assisting other members of the Service Desk with queries.• Assisting with day to day Service Desk training.• Changing the daily back up tape.

Redditch

• Reporting Directly to the Chairman of the Board of Directors.This includes detailed monthly analysis of all costs to the department and calculating profit margins. Profitability within the department increased 130% during my introduction to the role. Yearly forecast for 2008/2009 was beaten by nearly 100K. Role also includes all sales inquiries and responsible for increasing sales.• Responsibility for the day-to-day running of 30 Security Officers.•Invoicing At the end of each month I would provide a detailed spreadsheet to accounts for all invoicing to our customer base. These costs included alarm activations, patrols, cctv monitoring, static staff etc. I would also calculate all increases in conjunction with rate of inflation and fuel costs to ensure a minimum 25% profit margin was maintained.• Ensure full vetting is conducted in line with ISO standards.• Management of the company car fleet (21 vehicles).• Customer Service Meetings• Credit ControlResponsible for chasing all customers that owe money 90 days and over. Helped reduce the aged debtors from £175.000 to £60

Onc, Telecommunications, Telecommunications Engineering

Onc In Telecommunications

Activities and Societies: Air Training Corps