Daffyd Stevens Email & Phone Number

Cardiff, Wales, United Kingdom

• Skilled using tools such as Solarwinds, NetIQ App Manager, BMC Truesight and Entuity.• Collaborating with key stakeholders on multiple projects such as internal audits making sure we are operating as smoothly as possible and following ITIL guidelines. • Completed an audit of agent based monitoring and increased availability from 30% to 65% accuracy.• Completed an audit of devices in network monitoring to ensure they were in the correct reporting groups. Reporting accuracy increased from 80% to 100% with additional audit processes being developed to ensure continued accuracy.• Developed a matrix detailing all the availability monitoring across the global platform to enable the provisioning and decommissioning of server infrastructure. • Creating reaction processes to ensure a consistent support experience e.g. detailed walkthroughs of URL monitoring we have in place for different clients.

 Being the initial point of contact for clients. Either through calls, emails or tickets raised through customer portal. Triage of client incidents, requests, or problems and either resolving as first point of call or escalating as appropriate to relevant teams. Monitoring multiple systems for customer communications and system alerts. Handling tickets providing regular updates and working towards resolution.  Relaying information across multiple teams within the business.

Merthyr Tydfil County Borough, Wales, United Kingdom

 Diagnosing and addressing customer issues Ensuring customers’ needs are met Create an environment where customers feel comfortable to ask about products  Contribute to team goals and company KPIs Ensuring a high Net Promoter Score (NPS) Ensuring a high score in First Call Resolution (FCR) Maintaining customer records, logging necessary details for escalation Liaising with other departments to resolve customer issues

Ebbw Vale, Wales, United Kingdom

 Working as part of a team to provide an efficient and excellent standard of service  Addressing customer needs and dealing with any issues they may have Cashier Quality Assurance in the kitchen to ensure products are of an excellent standard

Abergavenny, Wales, United Kingdom

 Selling of both PAYG and pay monthly phones Diagnosing and addressing customers’ needs Understanding customer requirements and offering suitable solutions and/or products Contribute to team goals and KPIs Ensuring a high Net Promoter Score (NPS)

Brynmawr, Wales, United Kingdom

Ebbw Vale, Wales, United Kingdom

 Working as part of a team to provide an efficient and excellent standard of service  Addressing customer needs and dealing with any issues they may have Quality Assurance in the kitchen to ensure products are of an excellent standard