David Reddington Email & Phone Number

Working in Vodafone UK, Advance Engineering Services Team - Responsible for implementing Pro-active & Pre-emptive work packages for a wide range of leading enterprise blue chip companies

Glasgow, United Kingdom

Full ownership from start to finish of all incidents was engaged to manage.Management of internal IT and customer service affecting and major incidents.Responding to high level customer faults. Focusing on restoration of services by following the relevant escalation process and driving engagement through all levels.Monitoring the effectiveness of the incident management process and making recommendations for improvement.Organisation and chairing of conference calls and technical bridges.Forming peer to peer relationships with customer senior managers and internal managers.Shift work.Training new and existing Service Incident Managers in processes and procedures.Ad-hoc project ownership/input where incident management was required.Production of high level reports documenting incident progress, impact, root cause & fix and the assignment of improvement action plans to separate parts of the business.Incident management team mailbox monitoring & processingIncident progress & resolution communicationsInternal & external progress bulletinsFlash reportsService incident reportingIncident progress & reason for outage/root cause if availableImprovement action assignment & tracking

Glasgow, United Kingdom

currently a 2nd Line IP & Data Engineer at Vodafone UK NOC. I am SC cleared and currently work on a 24 x 7 shift patternResponsible for first and second line support with diagnosing and troubleshooting any operational faults.National and international 3rd party liaison in relation to customer with OLOs.Support for customers WAN/Data Centre networks at a 1st and 2nd line level on Cisco, Alcatel, Juniper, Nortel and HP equipment types.Identification of trending problems.Attendance on Technical Bridges during service and major incidents.Engagement with other technical teams, both internal and external, to support integrated services such as hosting and voice.Providing technical support for customer on faults in their network within the customer pre-defined SLA. Networks include MPLS (AS4445), ATM core, Vodafone Internet (AS1273), NGN Networks and the Government Secure Managed Encryption Service.Support a variety of different Vendor networks, including Cisco, Juniper, Alcatel and ADVA.Manage and progress current and historic faults in order to meet SLA's for Data Solutions - Perform timely and accurate initial diagnostics, ensuring fault clearance wherever possible.- Ensure accurate ticket detail entry and updates for all fault reports.- Ensure relevant and accurate information available to assist in fault diagnosis and clear.- Monitor fault tickets, prioritise, and track progress as appropriate.- Ensure technical and managerial escalation completed to defined time-scales.- Test and liaise with customers and other internal or external agencies and third parties.- Ensure overall adherence to quality procedures and working processes.- Ensure awareness of SLA agreements, and perform all ticket actions in time-scales to support SLA success.

Livingston

Be the first technical contact for our customers and ensuring you deliver class leading customer service Carry out accurate logging, tracking and escalation of faults where necessary.Responsible for first and second line support with diagnosing and troubleshooting any operational faults.National and international 3rd party liaison in relation to customer with OLOs.Support for customers WAN, MAN, LAN and Data Centre networks at a 1st and 2nd line level on Cisco, Alcatel, Juniper, Nortel and HP equipment types.Involvement in project support roles to integrate new customers into the department.Coordination of resources, including 3rd party vendors.Identification of trending problems.Attendance on Technical Bridges during service and major incidents.Engagement with other technical teams, both internal and external, to support integrated services such as hosting and voice.

Livingston

Full ownership from start to finish of all incidents was engaged to manage.Management of internal IT and customer service affecting and major incidents.Responding to high level customer faults. Focusing on restoration of services by following the relevant escalation process and driving engagement through all levels.Monitoring the effectiveness of the incident management process and making recommendations for improvement.Organisation and chairing of conference calls and technical bridges.Forming peer to peer relationships with customer senior managers and internal managers.Shift work.Training new and existing Service Incident Managers in processes and procedures.Ad-hoc project ownership/input where incident management was required.Production of high level reports documenting incident progress, impact, root cause & fix and the assignment of improvement action plans to separate parts of the business.Incident management team mailbox monitoring & processingIncident progress & resolution communicationsInternal & external progress bulletinsFlash reportsService incident reportingIncident progress & reason for outage/root cause if availableImprovement action assignment & tracking

Livingston

Monitoring several inboxes and systemsDiagnosis, analysis and action on faults within deadlinesCoordination of incident resolution across internal groupsMaintaining close communication with customer’s during incidentsTraining staff on new products and training new staff.

Edinburgh, United Kingdom

 Monitoring of the teams agents Training staff on new products and training new staff Recruitment Target setting Management of company and clients requirements. Maintaining and updating of processes and procedures

Edinburgh, United Kingdom

 Data entering Customer complaints and escalations Customer technical issues Presales Assisting Team Leader in agent monitoring and training

Edinburgh, United Kingdom

Call handlingData enteringPresales

Nc, Computing, Pass

Hnc, Computing, Pass

High School, 8 X Gcse'S, All 2-3 Grade Including English And Maths