James Lean Email & Phone Number

Inverness, United Kingdom

October 2006 - PresentAdvanced Diagnostics Team - 3rd line supportInvestigation of single user faults, Analysing and trending fault Patterns, offering technical support to 1st and 2nd Line teams,Building and developing training Modules, Multi System Fault Team - Investigation of Multi user faults, Analysing and patterning call Trends, Offering technical support to 1st and 2nd line teams, Building and developing training Modules,High level complaints support Out of hours duty Manager (covering management of the BT Business retail operationsSupporting Planned Engineering works on the BT Retail network,Communicating Updates of multi user faultsCreating daily reports for ongoing Outages and prevention reportsCoaching –offering Desk Side support for BT Business Broadband Technical TeamsDelivering weekly Training and upskilling on Call behaviours and Technical Knowledge, Preparing Team meetings and Huddles, Monitoring Call Behaviours

Alness

March 2005 – June 2006Front line Helpdesk Analysts -first level contact into the BT Business Broadband Support teams, completing first stage diagnostics.call back support -2nd line support for Complex broadband faultsComplaints support -technical support for complaints into BT Business Broadband,Ethernet Support -providing Remote 2nd Line support for BT Supplied 2 Wire routers, setting Small Business networksProduct Specialist for New Offshore Call Centre-Provide Support via telephone calls for Newly created Off shore call centres June 2006 – October 2006 Product Specialist for New Offshore Call Centre-Provide Support via telephone calls for Newly created Off shore call centresOctober 2006 - October 2007 (when i was Converted from Agency)Advanced Diagnostics Support - 3rd line supportInvestigation of single user faults, Analysing and trending fault Patterns, offering technical support to 1st and 2nd Line teams,Building and developing training Modules,

Tain Scotland