Dan Williams Email & Phone Number

In my role as SME I provide technical support to our Global clients regarding their systems. This support includes remote troubleshooting with various levels of client, ensuring that all guidance is clear and easy to understand. If remote troubleshooting does not resolve the issue we can either arrange an engineer visit to investigate further and we will work with the engineer to troubleshoot, or we can visit the site ourselves. We also manage all the information we have regarding our clients including assets, IP tables, schematics, programming etc. If anything is missing then we need to ensure this is updated so we can provide the best remote support possible.Our support system is driven by Service Now for managing our case load. Whenever work is completed on a case we need to ensure all notes are updated so SLAs are hit and if anyone needs to take over a case, they can do so with ease. Alongside that I have been responsible for training new team members on the team processes like sending emails to clients, managing cases in Service Now, best practises regarding certain issues etc. I have also raised access requests for team members to ensure they have everything they need before starting.I was responsible for designing how we manage a client with Active Monitoring for their systems. We needed to ensure that we could potentially resolve issues from this client before they would notice. This included creating email templates for raising cases, creating templates that we could send to the client with troubleshooting steps for various regular issues raised, developing a knowledge share document which details all information regarding the client and how to resolve various issues. I also developed a training program for the client so when new team members would join they would receive the correct training. A 3 month report was created so if certain equipment would report faulty regularly we can look to replace before it becomes a bigger issue.

In my role I manage 2 applications which are AppSpace (Digital Signage) and Crestron Fusion. The management of these applications include arranging weekly patching activities to re-mediate vulnerabilities on the application servers, completing yearly deliverables for the applications such as data recovery, disaster recovery, application certification etc to ensure applications are up to date, and all back-up functions are performing. Completing regular updates to the applications to ensure we are using the latest versions. Providing first line support for applications which includes local and remote support to clients in UK, Europe, USA, and Asia. Providing application training to new users in regions around the globe, creating application documentation which includes training guides which are issued to new users.I also provide AV Support to the client site which includes completing daily room checks in AV Meeting Rooms to ensure rooms are ready for business use, providing support during video conference/telepresence calls to ensure calls go ahead without issues, assisting with preventative maintenance visits with Field Service Engineering team, providing event support in our larger meeting rooms.As part of my role I provide AV Project support which include meeting with client's to discuss requirements for the new AV install, raising costing requests with relevant teams and then issuing costs to client, arranging install dates with the relevant teams and then ensuring install is completed without any issues.

Chester, United Kingdom

Chester, United Kingdom

Chester, United Kingdom