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.
• 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.

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.

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