Provide second level support to the Company’s customer base, particularly: Ernst & Young (UK and Europe) Citigroup (UK) Abbott Laboratory (Ireland)Perform daily system checks, Effectively troubleshoot issues for customers. Follow-up issues where appropriate, Establish and maintain positive relationships with customers and within the company. Manage installations and de-installations, Run monthly reports for customers, Attend monthly Service Review Meetings. Established relationship with new customer, Travelled to Clients sites to install new voicemail system and undertake testing. Followed up enquires for client regarding changes to applications. Working with Client and played a leading role in supporting the integration with Avaya for their office. Liaised with Clients project team in UK to provide advice and assistance in the selection of a VOIP solution that work with Lyrix equipment. Assisted Client with move of a helpdesk from their UK office to Global helpdesk.

I joined Ernst & Young as Senior Telecoms Technician. Over a four year period I consolidated and developed my knowledge and skills within a new business environment. My responsibilities were wide and varied. In addition, to my role as senior technician, I also took on responsibilities of Senior Telecoms Co-Coordinator. During the four years in post I also initiated and undertook a number of key projects including stores management, the management of individual projects, the upgrade and expansion the telephone network and systems within the company’s UK buildings and the training of a new Technician. I was also responsible for working with vendors in a supervisory role.

I was initially employed as an Installation Engineer, installing BT services to both business and residential customers. During my first year I also spent some time working within the Control Office, allocating work to other engineers, maintaining daily records of manpower activity levels and liaising with customers.In 1989, I transferred to a Major Systems Wiring Group, where I was responsible for large business installations. This including the fitting and maintenance of phone systems, IBM cabling and Open Service cable Apparatus (OSCA). This work often involved the planning of the installation, dealing with day to day issues and problems as they arose and the supervision of other engineers. I was also responsible for working with contractors in a supervisory role.In 1994, due to the skills, knowledge and experience that I had acquired working with major business customers, I was asked to transfer to the Installation Repair Section of BT. Within this section I was involved in the installation, maintenance, repair and special investigation of both business and residential services to new and existing BT customers