Jerome Joseph Email and Phone Number

Job SummaryTo liaise, coordinate and facilitate between Xeretec and the nominated BNP Paribas stakeholders in IT and BSS (Facilities) in order to deliver a high level of customer service.Main Objectives:• To monitor and manage the onsite printing equipment.• To support the day-to-day management of the Macro4 On-Call pull print solution by ITP.• To manage and support the onsite engineers in their daily tasks. • To act as the onsite point of contact for all print and document-related queries.

• Ensured the delivery of the service and achievement of SLA’s in relation to incidents and service requests, in line with customer contractual commitments.• Acting as part of a team to deliver customer satisfaction through achieving contractual service levels and adding value where possible.• Assist in managing costs and identifying opportunities in the account to improve P&L.• Assist and support creation of MI to support management decisions on the account.• Support monitoring of the incident queue in XSM for break/fix incidents ensuring adherence to SLA.• The resolution of issues on devices, deemed technically appropriate for my skill level. • The ordering, delivery and replenishment of consumables for devices.• Manage the call and resolve issues in accordance with customers SLA agreement in order to manage customer relations and optimize customer satisfaction.• Identification of repeat problems with timely & appropriate escalation of technical and software problems in order to minimize the down-time of machines. • Involvement with and contribution to the account risk log/problem tracker.• Act as customer interface when raising device issues.• Assist in the move, adds or deletions of hardware on site, in accordance with local procedures.

Key Responsibilities: • Helped create new pages and update older pages for the company’s website using WordPress• Managed the company’s google and LinkedIn ads campaign.• Assisted the Marketing Manager in decision making for the website and various marketing campaigns.

Key Responsibilities: - Coordination of the weekly Home publishing window.- Coordination of the Home content Release & Sign off Process.- Home Team Incident and Problem Management Processes.- Workload planning and scheduling, including Home Ops Assistants publishing tasks.- Service Level Management - Service Mgmt Forums, SLA’s & Support Partners OLA’s.- Stakeholder Management & Studio Relations.- Ensure the Home content is delivered on time and to appropriate standards. This includes all product associated data and metadata.- Responsible for the upload and deployment of digital content within the various internal facing applications / CMS.- Maintain the content schedule and associated operational reports.- Manage as required the packaging, formatting and optimisation of content items (to SCEE guidelines).- Responsible for the testing and validating of uploaded content including download packages, metadata, promotional / editorial copy and price.- Pro-actively identify, log and monitor Home issues & risks in production, working with various departments to successfully achieve issue progression to final resolution.

- Proactively identify, log and monitor online gaming issues & risks in production, working with various departments to successfully achieve issue progression to final resolution. - Produce timely and ad hoc reports about online game activity including downloads, online play, game web site activity, incident/problem management and community feedback., to be presented to the relevant business units including marketing, producers and game developers.- Monitor and measure the quality of the in-game experience using quantitative tools and qualitative gameplay KPI.- Co-ordinating and managing the releases of bundles for first party titles. This included organising and managing the testing and sign offs with various teams. Titles include HOME, Killzone 2 and EyePet.

- Monitor and review all user generated content such as text, video, audio and image content.- Monitoring all forums, editing/removing posts that are in breach of the community rules, reclassifying incorrectly posted content and moderating user accounts and behaviour.- Maintaining a responsible online presence within all PlayStation online community channels.- Reporting issues to Community Coordinator relating to web and in-game problems (server crashes, log in problems etc.) as reported by the community.- Analysis of community behaviour and comments in a weekly report for the English Team leader incorporating main topics of discussions and issues.- Managing rotas and assisting in the training and development of the English team.- Working closely with team leaders and assisting in the organising and running of events.