Terry Field work email
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An established customer support manager combining over a decade of experience delivering application support to internal and external customers with over two years of managerial experience leading a support team. Dedicated to promoting diversity and personal growth of team members to develop a skilled, customer facing support function. Good balance of experience at all levels of the support function and desire to expand on current skillset in new environments.Proven experience of defining, delivering and reporting on key performance indicators using ITIL best practices and relationship management of high level external customers and internal stakeholders. Enthusiastic about combining existing experience with new ideas and different perspectives.
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Customer Support ManagerInvenco By Gvr Aug 2021 - PresentHouston, Texas, United States• Implemented and continuously reviewed team processes to improve Support KPIs including Average Resolution Time, First Response Time and NPS score.• Maintained relationships with key customers in order to maintain retention and improve customer satisfaction.• Developed KPI/SLA dashboards to track metrics at both the team and individual level using a variety of tools such as SalesForce reporting, Power BI, Zendesk, JIRA and Service Now.• Instated documentation Knowledge Base in Confluence to ensure continuity of support and associate knowledge improvement.• Facilitated activities using tools such as Kaizen and Gemba to identify process improvements and streamline effort, while also identifying opportunities for automation and standardization.• Worked with internal stakeholders to effectively communicate support metrics and advocate for prioritization of customer pain-points.• Managed support escalations through to completion and root-cause analysis. -
Support Engineer Team LeadInsite360 Jan 2020 - Aug 2021Houston, Texas• Resolved complex customer issues and requests in a timely fashion.• Ensured documentation and standard operation procedures are written to remove silos of knowledge within the team.• Attended Change Management reviews and advise on risks and impacts involved to ensure successful deployments and upgrades.• Performed testing on upgrades using detailed knowledge of individual customer workflows. -
Support EngineerInsite360 Fuelquest Apr 2015 - Jan 2020Basildon
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Application Support AnalystRolls-Royce Jul 2012 - Jul 2015In 2012 I decided I would like to widen my experience on an international scale, so I applied for a role similar to the one I previously held in Derby, within the Houston-based US side of the Applications Support Team. I was successful in attaining the role largely due to prior knowledge that I had on our FMS (Fuel Management System) product that would soon be supported from the US due to new large US contracts that had been won. I took on a more senior support role than I had previously held in the Derby position, becoming the primary contact for both FMS and the PEHM Energy products. I was involved heavily in the transition of both of these products into service in the US. In addition to this I developed several VBA macro based tools to simplify, speed up and automate previously mundane tasks. I also created around 90% of the documentation that currently exists for PEHM Energy and most of the documentation that the US team used for FMS. -
Service Support EngineerRolls-Royce Oct 2010 - Jun 2012Analyst within the UK side of the Service Support Team based in Derby. Role involved 2nd line troubleshooting incidents on a variety of SQL/Oracle and web based applications, and performing changes requested from internal and external customers an adherence to Service Level Agreements. Documenting and standardising procedures for these changes and incidents. Sharepoint website administration was also one of my tasks within this team. In this role I was required to develop relations with a team based in Houston, US as well as a number of customers spread all over the globe. Software that I support included KMS, Core Control, COMPASS and EPS data processing and modelling systems and Sharepoint.
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Tools & Systems Specialist, Uk Hr Shared Service CentreRolls-Royce Apr 2007 - Sep 2010Derby, United KingdomSpecialist within the Tools & Systems Team of the UK HR Shared Service Centre. Role involves providing a technical support solution to the UK HRSSC and ongoing maintenance and systems management to existing tools, development of a standard suite of tactical Excel VBA based tools for tracking cases, logging work and time management. Role also extends to supporting the rollout of tools to the regional Shared Service Centres in US, Germany, Norway and Singapore. Tasks involved in this include development of standard suite of tools to roll out to the regions with legislative and cultural customisations supported, providing an overall IT service to the areas that do not have their own support. Knowledge sharing and best practice sharing to create a standardised environment across all Shared Service Centres. UK based role includes supporting systems such as SAP (P&K, CRM), Nortel Telephony System, Taleo eRecruitment and Microsoft Office based applications.
Terry Field Skills
Terry Field Education Details
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Second Class
Frequently Asked Questions about Terry Field
What company does Terry Field work for?
Terry Field works for Invenco By Gvr
What is Terry Field's role at the current company?
Terry Field's current role is Manager, Customer Support.
What is Terry Field's email address?
Terry Field's email address is tf****@****est.com
What is Terry Field's direct phone number?
Terry Field's direct phone number is +171322*****
What schools did Terry Field attend?
Terry Field attended University Of Derby.
What are some of Terry Field's interests?
Terry Field has interest in Video Gaming.
What skills is Terry Field known for?
Terry Field has skills like Process Improvement, Program Management, Project Management, Business Process Improvement, Sap, Change Management, Aerospace, Six Sigma, Stakeholder Management, Databases, Business Process, Project Planning.
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2aol.com, gmail.com -
2iroquois.org, excellusbcbs.com1 +131544XXXXX
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Terry Field
Director Of Special Projects And Strategic Initiatives At Florida Department Of Children And FamiliesGreater Tampa Bay Area -
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5imagineps.com, microboards.com, yahoo.com, advantagecontrols.com, cargill.com2 +195222XXXXX
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