An exciting new department was created in January last year, and with my success of leading our professional services department I was asked to move across and help form the structure to help TMB succeed. Technical services are accountable for product development and the life cycles of all products that TMB install. The department provides technical pre-sales consultancy, we have tight time frames to work with to match the upcoming installations that require our input and the growing sales team that TMB have employed. By leading this department, I have been responsible for growing our Gross profit by 12% in the first year alone, by designing the correct solutions to meet the ever growing demands within hospitality. Not only are we working closely with Mitel, HP, Ruckus & Salto to mention a few of our key systems providers, I have also been developing a hybrid Telecom solution with our SIP trunk supplier Wholesale Digital Solutions. This will enable TMB to provide services that exist in a cloud format whilst keeping an analogue gateway on site for our hotels guest bedrooms.

I managed 25 staff who carried out all installs and maintenance visits as well as the Support desk to ensure all customer requests are met. I project managed installs; liaised with sales along with the customers to ensure a smooth and satisfying result. I was also still heavily involved in all Mitel installs through pre-sales support to installing systems and training end users. I had tight budgets to work to and pride myself in meeting our weekly targets. We would typically manage within a week over 900 service desk tickets and control 120 on-going installs. Our closure rate was approximately 94% with 92% satisfaction. This in turn helped grow TMB to be one of the leading hospitality comms suppliers in the UK.

I installed all Mitel telephone systems, which helped TMB become recognised as one of the best Hospitality specialists within the UK. TMB systems became a recognised Hospitality specialist for Mitel in 2010.

I ran all day to day installs and service calls for Nitel. Whilst i was there the company grew in customer base substantially, as we were focused on a high level of customer care, and a high turn around of business.

I was a regional engineer for South Wales and the west country. looking after 250+ seater call centres