Darryl Kinsey Email & Phone Number

Slough, Gb

This role consists of a mixture of supporting and maintaining the existing infrastructure remotely along with looking to improve existing services and products. With a particular interest in Device Management, I have established a firm knowledge of VoIP handset configuration and have experience with Aastra, Cisco, Gigaset, Grandstream, LG, Polycom and Yealinks along with softphone services such as Counterpath, Teams via 3rd party integration and Webex.Due to my Customer Service background, I regularly interact with Customers regarding faults and potential service improvement situations. This work includes SIP trace analysis in house as well as discussions with transit carriers.More recently I have been involved in a major service improvement project which involves migrating from Data Centre to Cloud, Broadsoft R21 to R24 (and the migration of all customers) and from a legacy portal to a new customised portal. Using my extensive knowledge of the product set of the company along with years of customer interaction, I was able to focus my attentions on ensuring the drive and focus of the new portal was on customer simplicity and self service.

London, United Kingdom

London, United Kingdom

Moving on from my previous Customer Service (First Line) role, I was promoted into a Second Line position supporting more complex diagnostics regarding the products and features of the Broadsoft and Netcentrex based platforms. This involves analysing SIP traces to identify the cause of any potential SIP related problems from within the call flow and liaising with IP partners where handovers occur to other networks. A liaison to Third Parties and assisting with diagnostics is also a key part of my role along with performing dealing with connectivity related issues where First Line are unable to resolve the problem. This may or not may not involve accessing Draytek, Thomson or Cisco routers and troubleshooting issues here. My Second Line role also includes a rotational on-call shift pattern where I would be available 24/7.Outside of the Second Line support role, I am mentor to the First Line and Customer Services Team acting in the capacity of support and training to train the Second Line agents of tomorrow. I have created the Inclarity Help Centre, a front end support tool for our customers and am always looking for ways to develop this further. I support the Operations Manager with potential changes to the Service Desk and process updates, along with enhancing our ticket management system to make the systems work better for us - Work Smarter, Not Harder!In a recently introduced scheme, it was deemed that one person within the company each quarter would be recognised for the work done over the previous 3 months. By unanimous vote, I was nominated as the first person to be recognised for this award.

London, United Kingdom

Part of a two person team who were jointly responsible for all moves, adds and changes for all of the existing customer base. From simple divert requests, to complex builds of call delivery over IVR's, Hunt Groups, Receptionist Clients, Call Centres and many other products, it was my responsibility to help the customer make the optimum change for their business. Also included was the provisioning of third party products, such as connectivity (EFM, ADSL, FTTC), professional voice recordings and call recording services. Customer Services were responsible for answering any and all questions relating to the products and services available which required a very high level of product knowledge. These requests were sent in via email into a ticketing system, or via telephone calls which the first line team were primarily responsible for. The Customer Services team were also responsible for first line diagnostics support including walking customers through the application of known fixes as well as initial fault finding. In the event that first line fixes were unsuccessful, the primary aim was to give the Second Line Support team enough information to run with the fault and minimise the time lost on any fault. Within this role, I took it upon myself to learn more advanced methods of fault finding and learning more complex methods of fault finding, including apply knowledge from a previous role relating to Cisco routers and learning how it relates to the VoIP world. I also took it upon myself to learn more about the Thomson routers and their config.I frequently excelled and was held in high regard by my colleagues, account team, management and Director who emailed the company after my first month of employment with the following statement"Darryl has already become a big hit with many customers and channels because of his happy and friendly nature on the phone and in my opinion sets the benchmark for us all in customer handling skills and positivity on the phone"

Manchester

In recent months, I have been covering maternity leave for the Audit and Process Governance team. This role involved ensuring processes were up to date and helping to ‘on board’ new customers, or new products whilst ensuring that there were no gaps in process that could potential cause disruption to an otherwise smooth operation, or cause a negative customer experience. An example would be the support of a migration of over 300,000 lines and the processes that surround this migration.

During my time at Cable&Wireless Worldwide, I have established myself as a key member of the Enterprise Assure team. My role is to manage faults from beginning to end which includes keeping the customer fully informed, escalating situations appropriately and first line technical diagnostics. I have arranged training and up-skilled to become one of the more technical members of the team and have also taken it upon myself to pass these skills onto my colleagues. This included side by side coaching and group activities. A lot of this was above and beyond my primary role.

I joined NTL as a customer care advisor and progressed to lead associate within 7 months. I was to attend meetings on a regular basis to learn managerial, recruitment and team support skills. My main duties are to look after the team and to help support them when help is required in staffs systems abilities and knowledge of products. I also keep colleagues up to date on new processes and procedures regularly. After initially being on the lead associate programme I was then asked, and moved to take up the position as the Subject Matter Expert. I was then responsible for dealing with system defects. There was a large back log which a team I chose cleared in three months with an estimated time of six months.

English Language; English Literature, Maths And Dual Science; Information Technology

Design and Technology, French and Commerce were all passes

3 A Level Passes (Business Studies, English Language, It) Gnvq - Business Studies - Merit