John Lunn Email & Phone Number

Leeds, England, United Kingdom

Owner of first of it’s kind Big Data algorithm which identifies the network faults which are causing customers the most dissatisfaction, differentiating from traditional prioritisation methods and allowing us to optimise resource. Stood up a brand-new team, defining targets, creating processes, best practise documents and training team members. Line managed team of three, including 1-2-1’s, quality assessments, PIP’s and scheduling.Responsibilities included owning and jeopardy managing… Show more Owner of first of it’s kind Big Data algorithm which identifies the network faults which are causing customers the most dissatisfaction, differentiating from traditional prioritisation methods and allowing us to optimise resource. Stood up a brand-new team, defining targets, creating processes, best practise documents and training team members. Line managed team of three, including 1-2-1’s, quality assessments, PIP’s and scheduling.Responsibilities included owning and jeopardy managing the 60 highest customer impacting INCs on the cellular network, liaising with internal teams and external suppliers to increase the priority of our faults, expedite fixes and manage customer messaging.Personally owned the ten highest priority INCs, working closely with senior management to find alternative fixes and mitigations, resulting in new supplier relationships and processes. Responsible for discovery and validation of new data streams to increase accuracy and refine scope of algorithm used to identify high impacting INC’s. This included network performance data, customer complaint data and crowd sourced data. Created and implemented a robust data extraction methodology to identify key areas for improvement within fault fix process, presenting findings to senior management on a weekly basis. Passed findings to Problem mgmt and worked closely with them to develop solutions.Collaborated with a third-party vendor to propose and successfully execute enhancements to both customer-facing and internal tools, greatly enhancing the usability of crowd-sourced data.Utilized MicroStrategy to develop insightful dashboards that effectively communicated team performance and areas for improvement to senior leadership, driving stakeholder engagement and facilitating permanent enhancements to fault handling processes.Collaborated extensively with cross-functional resolution teams and external stakeholders to identify deficient fix processes and suggest alternatives to senior management. Show less

• Retained duties from technician role. • Responsible for on-boarding and task managing contractors. • Act as stand in for Line Manager.• Manage relationship with Customer Case Mgmt team (CCMT), hosting weekly update calls to discuss current issues, devise solutions and identify areas for improvement. • Trained new CCMT team when they re-located.• Working with external software supplier to define requirements for new tools. • Deal with high level VIP escalations which… Show more • Retained duties from technician role. • Responsible for on-boarding and task managing contractors. • Act as stand in for Line Manager.• Manage relationship with Customer Case Mgmt team (CCMT), hosting weekly update calls to discuss current issues, devise solutions and identify areas for improvement. • Trained new CCMT team when they re-located.• Working with external software supplier to define requirements for new tools. • Deal with high level VIP escalations which require immediate responses. • Increased engagement with Core team, including organising SIP training for RAN to boost our trace analysis capability, resulting in quicker fault handling times.• Responsible for SLA performance across domain, reporting on weekly SLT calls.• Engage with poor performing teams to create and implement improvement plans. • Work with Problem and Change management teams to compile known issues and manage cell site availability. Show less

• Investigate, manage and resolve radio related issues from numerous sources including Customer complaints, VIP, Data Services and SOC, on all technologies in our network and across different vendors (Nokia, Ericsson, Huawei).• Analysis of KPI’s, alarm history’s, call tracing, interference levels, site change history, site technical docs. Use of industry standard tools such as Nokia NetAct and E/// OSS.

Apprentice within O2, taking part in four placements lasting six months each. Placements included Trusted Networks, Service Desk, Programmes and Service Management

Bootcamp, Computer Software Engineering

Learning essential coding skills such as loops, lists, 2D lists, dictionaries, defining functions and Object Oriented Programming. Also.

Bachelor Of Arts - Ba, Music Technology, 2:1