Keith Gambles Email and Phone Number

After being made redundant and had a few months break I am now looking for new employment ,possibly taking a new direction in different industry.

Responsible for a team of Area Controllers and Field Resource Controllers (FRC) that manage and schedule calls to a national field engineering force. In all a team of 32, this also includes:• Care FRC Desk• FRC Logistics Desk• FRC P2PE (Planned)

Responsible for the call management and technical support to a national distributed field force. This includes several service desks (Offshore - Call Admin and Scheduling, Onshore - Unified Communications Service Desk, One Call Service Desk, Data Management Front Line). Support teams include, Incident Escalation, Hotline, Technical Screening, Technical Support and problem management. All the command and control elements of the Field Services. Part of role has required me to troubleshoot and improve failing or underperforming areas of the business.

Role change, retained key responsibilities but reduced line management duties to focus on pre and post contract implementation, project management and integration of newly acquired companies into the group. Design and implement quality procedures and processes to support field operations. Participate in various resolver groups to influence service improvements across supporting functional areas. (Logistics, managed services help desks, courier services). Problem manage major incidents and escalations. Responsible for office facilities, office relocation and health and safety within area of responsibility. Completed due diligence and knowledge transfer to offshore various service desks.

45 service and support desk staff in 2 regional offices. Responsibility for delivering the required services to effectively meet the needs of our customers (internal/external) and efficiently managing the UK Field Service resources. Ensuring that Field Service has a pro-active approach to its service activities in line with the current Business objectives.

Responsible for a technical vetting team who add value to customer calls by offering technical assistance in identifying faults, and ordering parts to meet SLA, for calls logged in the midlands and northern areas. Technical and contract support to engineers in the field.

Repaired and maintained multi-vendor IT hardware/software, PC’s, laptops, servers, printers and peripherals on customer sites. Dumb terminals and monitors down to component level. Instructed skills courses.

Last post held 1996-1999. The Senior Manager of a large workshop, responsible for all aspects of individual and team support, for both technical and personal administration. Reported, recorded technical administrative and managerial performance. Controlled standards of production, implemented quality systems for equipment husbandry and workshop safety. Accounted for a wide range of equipment, supported by detailed documentation and database recording by type, usage, servicing schedules, calibration dates etc. Constantly involved in job training of technicians, artisans, junior and senior managers.