BTS Fleet provides clients with fleet management solutions and services that enable the monitoring of vehicle and driver performance. Main Duties and Responsibilities: • Technical and operational support for all products, services and systems. • Recording and updating all customer requests and queries within internal support systems. • Monitoring, reporting and escalation of technical faults to relevant parties. • Investigating, Identifying and troubleshooting technical issues and working with internal operational team members to address such issues. • Take part in new firmware upgrades and configuration roll-outs on multiple client databases using the Mix Telematics cloud solution. • Liaising and providing feedback to relevant support parties.• Participating in the definition of operational processes and procedures.

• Developed & Created a range of bespoke technical operating processes and procedures which consisted of both written instructions and visual representations, this successfully aided existing team members to carry out their daily tasks and as a result streamlined the ITOC function. This was a proven training tool for new analysts as the documentation was formatted as a step by step guide and as a result reduced new started training times. • Took part in Operational Readiness plaining, testing and implementation into a live production environment that ensured all analysts had the necessary access and tools to support the new product including developing detailed documentation, confirming escalations paths and communicating this information to a wider audience.• Responsible for providing operational incident management services across the Verifone Managed Service enterprise (Globally) which included owning, tracking and resolving Payment Gateway related incidents, translating technical issues and conveying the information to non-technical stakeholders via incident communications during major outages.• Regularly hosting conference calls and liaising with technical and non-technical teams that resulted in major incidents being resolved within the agreed timeframe with minimal impact to customers.• Successfully trained a new ITOC operations team on our BAU, processes, requests and incident management procedures within the agreed deadline of five months which resulted in a smooth transition from Verifone UK to Verifone Manilla with no disruption to services.

As part of a 24/7 NOC team, my responsibilities were to ensure schedule’s, shift handovers and tasks were up to date and completed in a timely fashion within the NOC and to handover outstanding incidents to the oncoming shift, monitor all production environments using bespoke monitoring tools, function as 24/7 service desk for customers & adhere to all tasks and procedures agreed upon. • Provided a production Monitoring service 24/7/365 for a diverse range of businesses within a managed services enterprise which resulted in a 99.9% uptime being maintained and service related issues being identified on time and resolved within agreed client SLAs.• I was part of a Service Desk which supplied 24/7 support achieving a high level of customer satisfaction which helped me develop my verbal communication and customer service skills.• Trained new analysts by way of transferring my skills, knowledge and experience, mentoring and acting as a senior to less experienced analysts. I also utilised my motivational skills to encourage less enthusiastic members of the team to develop & further themselves for the purpose of their own career development and achievement.

Tupe’d across from P&O Ferries to Getronics UK - same job title - (31st December 2011)• Assisted in the transition of P&O’s I.T Operations division to the new external provider. Responsible for training and transferring my skills, knowledge and experience I obtained during my time at P&O which was done by liaising with existing Getronics staff, supplying verbal & written instructions all of which was achieved within the 6 month target window.

While posted in this role I was part of a 24/7 shift team supporting all the I.T systems that enable P&O Ferries to provide services from many ports around the UK & Europe. It was my responsibility to ensure that all systems were run according to predefined schedules, that problems are resolved in a timely fashion and to provide a Service Desk function both in and out of office hours. The role at P&O had a broad remit which provided me with many skills across all I.T disciplines and gave me a good starting point in the industry.• Responsible for carrying out maintenance on all of P&O’s Tourist & Freight systems which was achieved by negotiating and liaising with Port of Dover officials to agree the best downtime window which was dependant on the level of tourist & freight traffic passing through the port at that time, this ensured minimal disruption to check-in for customers.• Achieved a high level of customer satisfaction by supplying 1st line support via a service desk function to both office and vessel based staff which consisted of restoring data from backups, resolving issues with applications and tourist and freight check-in issues (including ANPR systems) POS devices & databases within the retail environment on board vessels.• Regarded as persistent but polite with other support teams when information was lacking which resulted in obtaining answers more efficiently during time critical situations.