Clive Pinder Email & Phone Number

Bristol, United Kingdom

Accountable for the monitoring of EE network and services on a shift basis utilising a team of technical staff.Controlling customer/business impacting incidents through detection or reported to via the Technology Operation Centre . Actively managing to resolution in accordance with the defined incident management procedures.Deputise for TOC Shift Duty Manager in his absence managing a shift team within the 24/7 environment, ensuring operational cover is maintained at all times.Fulfilling role of Level 1 management escalation for Incident and Crisis management.

Bristol, United Kingdom

24/7 role responsible for identification of incidents and / or potential incidents via alarms, proactive monitoring and trend analysis, undertaking first time fix plus mitigation actions for critical issues which impact the mobile , data network and core network related faults. I react to faults affecting the performance and availability of services under the responsibility of the Technology Operations Centre and strive to improve monitoring improvements through the optimisation of alarms derived from element and performance management systems.Provide continuity of service, process and business engagement across shifts including investigation, liason and escalation with 2nd line support and 3rd party vendors.Provides support, guidance/mentoring and a technical reference point for other members of the team including deputising for my Duty manager as and when required.Security Cleared ITIL V3 certified

Bristol, United Kingdom

Provided daily reactive support for both the TMC (Technical Management Centre) and the SMC (Service Management Centre) for monitoring and configuration of existing alarm tools. Administrator of the E-health Concord application which allowed proactive capacity planning and availability alarming on network elements. Production of availability and performance graphs plus the means of proactive monitoring.Administrator of STK and TCMS fault and change ticketing applications.Ensured that business requirements for the SMC and TMC were met through new products and services being introduced through projects.Creation of support models, fault logging categories and training overviews provided for any new functions supported by the SMC/TMC

Bristol, United Kingdom

In this position I provided support to all levels of the business that affected the GSM network infrastructure and IS Network infrastructure which included all the services delivered over them. I acted as a central point of contact for both critical service affecting incidents and high business impacting faults also being available on call on a monthly rota. I took responsibility and ownership for ensuring that all service affecting incidents were managed through to a successful conclusion within the agreed time scales, providing regular communication and escalation through to management, the business and support teams. Where needed I co-ordinated and controlled voice conferences or meetings in order that progress was maintained and to ensure third party vendors were utilised. I proactively performed trend analysis on incidents to ensure the identification and subsequent logging of problems.I produced daily outage reports and agreed the level of cost against the services affected within the call centres. As a member of the original team I played a significant role in defining, refining and improving the job specification and customer perception of the team.Skills / courses achieved in role:ITIL Service Management Essentials + exam passITIL Helpdesk/Incident Management Practitioner and Foundation with exam passesAGM Introduction to Project Management + exam passReport WritingManaging ConflictInfluencing and Persuading SkillsPositive Power and Influencing. 3G Technical Training

Bristol, United Kingdom

In my Helpdesk position, my role was to act as main point of contact for all Orange employees with any IT related queries or problems. I dealt with a wide range of calls, ranging from general queries, through to more in-depth technical problems. The ability to obtain relevant information was particularly important, especially when dealing with non technical, front-line users, as was the ability to quickly diagnose a problem and take appropriate corrective action. Effective communication, both written and verbal was also of paramount importance, especially when queries were passed to technical support teams and information exchanged between different business units. For high-priority, business-critical faults, close liaison with Problem/Incident Management teams was necessary to ensure that faults were resolved as quickly as possible, thus minimizing the impact on the Business.

Bristol, United Kingdom

I held deputy Team Leader position involving team management and dealing with supervisor call backs. I dealt with a variety of calls such as billing and handset diagnostics which often meant dealing with very angry customers. Call management skills were essential to the position as was the ability to communicate well both with the callers and other departments. I always achieved individual and team targets.

Bristol, United Kingdom

Control of all service till machines and responsibility for counter balancing.Calculation of bank charges for business customers.Setting up and cancelling direct debits and standing orders.Producing certificates of interest for both loan and credit.Completing branch VAT audit.Dealing with customer queries/problems both face to face and over the telephone.