Dillon Walker Email & Phone Number

Jersey

Jersey

Jersey

Implementing and supporting technical solutions for our clients designed by our Professional Service Consultants while also building relationships with our clients and demonstrating a high level of customer service, with opportunity for solutions architecture/design.

Jersey

I provide technical operational escalation for incidents, identify the root cause of problems and execute changes on Sure’s Managed Services. I'm responsible for the day to day performance against the SOC operational objectives and the operational delivery of Sure Managed Services, including but not limited to Networks, WANs and firewalls.

Jersey

 Answer incoming calls from enterprise and specified customers. Deliver customer resolution of SOC faults and assistance requests. Create, update and track all SOC trouble tickets to ensure closure of the incidents or problems in a timely manner. Perform initial investigation of detected faults. Escalate if required by consulting with the appropriate teams to resolve trouble ticket. Raise and track fault tickets with third party network or system providers.… Show more  Answer incoming calls from enterprise and specified customers. Deliver customer resolution of SOC faults and assistance requests. Create, update and track all SOC trouble tickets to ensure closure of the incidents or problems in a timely manner. Perform initial investigation of detected faults. Escalate if required by consulting with the appropriate teams to resolve trouble ticket. Raise and track fault tickets with third party network or system providers. Provide customers with regular updates maintaining good customer satisfaction. Using monitoring and management tools to monitor network and services status and respond to all service interruptions or performance degradation, escalating as required. Contribute to relevant projects as required and part of a continual service improvement process. Assist with routine network maintenance operations. Monitor identified systems and services, escalate to relevant support teams when required. Follow operational processes and procedures Assist with the development and improvement of processes and procedures. Work closely with support teams and other members of various Engineering teams to develop an all-round understanding of systems and networks. Contact many areas of the business. Particular emphasis on the operational and engineering team, IP Support, Cloud Services, CSC, service management and management teams. Regular contact is required with all types of customer. Manage Customer and Internal Notifications and Escalations on updates of faults and issues Provide Level 1 and Level 2 Mimecast Support Show less

 Handled and resolved customer complaints and issues leaving the customer happy. Managed the entire repair process from start to finish, ensuring an organised operation. Configured routers for customers. Troubleshooting handsets issues. I learnt small parts of sales side, for example booking out handsets for ported customers. IREG Tester (Roaming Testing) House visits Visit mobile sites, replacing old cards and install the new cards and cables.

Information Technology, Triple Distinction* (A* A* A*)

I achieved three A*s at Highlands, in the two year period I passed five MTAs and CompTIA's Networking+ & Security+.

5 A* - C