Keith M. Email & Phone Number

Birkenhead, Gb

Birkenhead, Gb

Liverpool, England, United Kingdom

Provide IT support for all Weightmans employees via telephone calls, emails, messenger and walk-insCreate a record for each request, maintaining clear and concise information relating to each requestSupport third-party organisations who request help and support from the Weightmans Information Systems team in the resolution of incidents, service requests and project-related activities.Undertake detailed analysis, troubleshooting and diagnosis of IT incidents that fall within the remit of the Service Desk teamEscalate incidents and service requests which fall outside the remit of the Service Desk to the appropriate internal support team or third-partyWork within agreed quality standards and service levelsWork to achieve team and individual performance targets/objectivesManaging and taking ownership of assigned workloadOffer detailed analysis, troubleshooting and diagnosis for IT incidentsResolve or implement a workaround for any IT incidents which fall within the remit of the Service Desk teamEscalate any IT incidents which fall outside the remit of the Service Desk team to the appropriate internal support team or third-partyAccurately follow the Major Incident Management process for incidents carrying a high level of impact/urgencyTake the lead in the management of major incidents, ensuring effective communication, analysis, troubleshooting and diagnosis are in place, working towards speedy resolution or the application of a workaroundProblem ManagementRaise problem records to ensure the prevention of/or reduction in the number of occurrences of IncidentsApply problem management techniques including root-cause-analysis, working with other support teams, towards the resolution of problems as/when requiredPerform regular system checks and monitoring tasksAssist in the development of the IT knowledgebase by documenting fixes and workarounds to a consistently high-quality and meeting defined standards

Seacombe, Merseyside, United Kingdom

Provided technical support service to multi site users including supporting and troubleshooting Microsoft Applications such as Word and OutlookProvide support of Microsoft Operating Systems including Windows 10Use Exchange Management Console and Office 365 portal to create mailboxes, distribution groups and shared mailboxesMigrate mailboxes from on-prem to Office 365Update and maintain Knowledge base Escalate faults to 3rd Party Suppliers such 4NetCase Manage Helpdesk tickets through fault life cycleUse the Service Desk incident logging system to log and issue support tickets Update users including telephony and email responses.Assist in the installation and maintenance of new and existing software.Use Active Directory to maintain user accounts including password resets, change contact information and disable accounts as and when required Support Citrix and Visual file usersProvide Office support including OutlookProvide remote and onsite support using tools such Bomgar remote supportSet up or Replace equipment ensuring connection to networkConfiguration of Avaya phone systems both in the Office and Work From HomeUse SCCM to image and prepare laptops and desktops for redeployment Set up and preparation of presentation softwareCarry out checks on automated processes and highlight issues through the dayPrepare Chromebooks for Corporate deploymentPrepare laptops for Corporate deployment Provide support and assistance to 1st line

Seacombe, Merseyside, United Kingdom

Provide support of Microsoft Operating Systems including Windows 7/8/10Use Exchange Management Console to create mailboxes, distribution groups and shared mailboxesUpdate Knowledge base when necessaryEscalate faults to 3rd Party Suppliers such 4Net or ITEC Case Manage Helpdesk tickets through the fault life cycleUse the Service Desk incident logging system to log and issue support tickets Update users including telephony and email responses.Assist in the installation and maintenance of new and existing software.Use Active Directory to maintain user accounts including password resets, change contact information and disable accounts as and when required Support Citrix and Visual file usersProvide Office support including OutlookProvide remote and onsite support using Solarwinds Dameware and SCCMProvide Administrative support to New Starters including setting up access and provision of access cardsSet up or Replace equipment ensuring connection to networkConfiguration of Avaya phone systemsMaintenance of Photocopiers including replacement and replenishment of inkSet up and preparation of presentation softwareMaintain IT stock Preparation of reports for Service Desk Manager Service Desk Queue Management

Birkenhead

Worked as a multi-skilled claims advisor predominantly covering Total Loss claims this involves the following;Speak to GAP Insurers to discuss settlement figuresDiscuss Financials with policy holdersFollow procedure if settlement figures rejectedLiaise with Customer Service and Smartmiles Checking engineering portals for reports and updates which include Hoopers Engineers, AIA, COPART, NSGenius and TLSS.The role of FNOL/CCS includesEnsuring the calls are answered with SLASetting up the claims correctlyTo manage workload effectivelyTo achieve and maintain company service standardsTo achieve and maintain individual, team and departmental targetsWorking within and achieve service level agreementsTo establish and confirm claim details through the investigation of accident circumstancesTo instruct external suppliers in accordance with policy holders requirementsOther tasks as deemed appropriate as and when required in relation to the operation of the business.Use systems which include CDL, IS2000 and Guidewire Claim Centre systemThe role of the FNOL Admin Working on Third Party inbound emailsAttach to existing claims Set up if no claim reportedSend out letters and accident report forms for policyholderRequest more information if neededRemove any spam or non claims

Birkenhead

Obtain client information by answering telephone calls; verifying information.Determines eligibility by comparing client information to requirements.Informs clients by explaining procedures; answering questions; providing information.Maintains communication equipment by reporting problems.Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.

Liverpool, United Kingdom

Provide the technical support service and maintain the Service Desk incident logging system including telephony and email responses. Assist in the installation, operation and maintenance of new software.To maintain all documentation on internal processes and ensure policies, procedures are kept up to date for the support desk and administrative duties.To offer a professional system IT support response to end users

Birkenhead

Worked for a travel management company that provide transport solutions specializing in both private hire and executive transport. Major clients include include First Capital Connect, First Great Western and Virgin. Dealing with incoming bookings; telephone, internet or emailUpdate CASPER Supplier portal with bookingsDeal with enquiries from suppliers, clients and third partiesAdhere to SLA, Call handling times and response times when dealing and placing bookingsAd-hoc work such as data entry carried out as and when instructed

Liverpool, United Kingdom

I worked on the Tesco Broadband contract providing technical support to Tesco broadband customers as well as delivering a high standard of customer service to customers. LLU products - dealing with ADSL2+ and voice faultsClear communication essential to get faults resolved within SLA's.Dealing with inbound and outbound calls with customers.Port forwarding advising customer to open up relevant ports on routers to allow selected services to functionFaults management - following up on existing faults and keeping customer informed Desktop support- windows based pc's and Mac'sRouter configurationMy role was to provide desktop support to customers over the phone, liaise with Cable and wireless 3rd line support and schedule engineer appointments. Provided fault resolution from desktop support to broadband setup. Using tools to carrying out a number of tests on phone lines such as sync tests and line tests used to diagnose faults.

Liverpool, United Kingdom

I worked for BT on the Oneplan Contract which provided technical support in a business to business environment offering varied support to a range of customers from novices to I.T department managers with customers ranging from small offices to large corporate customers. Covering a vast range of products and technologies I am able to resolve issues relating to desktop support problems (Windows and MAC's), Wireless/LAN connectivity and clearly communicate complex configurations over the phone. Resolving both LLU voice faults and LLU broadband faults with in-depth knowledge of these products Supporting ISDN 2, ISDN 30 and multi-lines Resolving broadband faults using a variety of tools whilst understanding SNR , Attenuation and errored secs data values I am able to adjust line profiles according to data to optimise customers lines Fault management and escalation using system such as Openreach Eco. Repair, (User interface UI), and DiseEscalation of faults to Opennreach and internal departments (service management teams) working with 3rd parties and other departments on a daily basis to resolve faults within its SLALiaising with BT Openreach for WLR and IP Stream faults Having a good knowledge of router configurations as most models supported and how they should be setup for business environmentsSetting up DNS and DHCP configuration on pc's or router Connection testing tools and CLI utilities used to diagnose faults and TCP/IP connection problems ( pings, trace routes, netstats and telnet) Email support help resolve email issues and setting up email accounts in Outlook and windows mail with support for larger companies advising on smart host details for Exchange serversTechnical Support

Belfast, United Kingdom

During my time at BT I was seconded to Belfast setting up and launching a new BT service desk. Including training staff and managers, coordinating with floorwalkers, coordinating the launch of the desk and providing initial technical support after go-live.Support both first line staff and FloorwalkersProgressing customer complaints & compensation requestsWorking with BT Chairman's Office to escalate issuesIntercepting inbound calls from Angry / Aggressive CustomersDiffusing difficult situationsInvestigating root cause of issues, delays and failures on BT's part.Providing technical advice for landline, mobile and broadband Providing updates to customers and management on existing complaintsEscalating issues to senior management where necessary

Birkenhead

I worked in Park Hampers in two different roles which was Delivery Advisor and an Inbound Contact Centre Advisor. Ensure contact between both contractor and the Contact Centre agents is maintained at all timesMonitor incoming emails and faxes are dealt with and responded to if requiredUpdate delivery log with any issues and queries and if necessary any complaintsDeal with inbounds, enter order onto bespoke systems and take payments if requiredEscalate any issues to supervisors and order additional stationary for customers

Liverpool, United Kingdom

I worked with MBNA for just under three years as an Outbound Contact Sales Advisor working on several campaigns which included selling credit cards, loans, and balance transfers to existing and potentially new customers.My responsibilities includedDelivering personal and team sales targetsDelivering KPIsClose sales using a consultative approach which advises customers on the range of products available and sells in the best fit for them Give impartial advice to ensure customers purchase the right productDeliver and maintain a quality service at all timesCapture information, record it accurately and input it according to the company quality standards Handle both incoming sales calls and make outgoing sales callsLook after the customer relationship in pre sales for an effective handover to post salesDevelop knowledge of the product rangeContribute ideas and suggestions to help to grow, develop its offering and achieve best practiceBehave in an ethical and professional manner at all times, taking an open and honest approach to all responsibilitiesFollow the guidelines required for delivering each campaign/promotionAttend meetings and team briefingsParticipate in training and coaching sessionsCarry out any other duties required by the CompanyI also attended and successfully completed an NVQ Level II in Customer Service and Call Management

Flint

Packing products as well as preparing the products for storage in the warehouse.Providing additional support to other linesMark and label containers, container tags, or products, using marking tools.Examine and inspect containers, materials, and products in order to ensure that packing specifications are met.Record product, packaging, and order information on specified forms and records.Remove completed or defective products or materials, placing them on moving equipment such as conveyors or in specified areas such as loading docks.Seal containers or materials, using glues, fasteners, nails, and hand tools.Load materials and products into package processing equipment.Assemble, line, and pad cartons, crates, and containers, using hand tools.Clean containers, materials, supplies, or work areas, using cleaning solutions and hand tools.

Liverpool, United Kingdom

Responsible for administration for New Deal Advisers which includedUsing a variety of software packages, such as Microsoft Word, Outlook, Powerpoint, Excel, Access, etc., to produce correspondence and documents and maintain presentations, records, spreadsheets and databases;devising and maintaining office systems;booking rooms and conference facilities;using content management systems to maintain and update internal databases;attending meetings, taking minutes and keeping notes;liaising with staff in other departments and with external contacts;ordering and maintaining stationery and equipment supplies;sorting and distributing incoming post and organising and sending outgoing post;organising and storing paperwork, documents and computer-based information;photocopying and printing various documents, sometimes on behalf of other colleagues.

Msc Cyber Security, Cybersecurity

Cisco Devnet Associate, Computer Science

Network fundamentals Software Development & Design Infrastructure & Automation Understanding and using APIs Application Deployment.

Bachelor’S Degree, Bsc (Hons) Computing (Information Management), 2:1

The BSc (Hons) Computing (Information Management) comprises three stages: six modules in Level 4; six modules in Level 5; and six modules.

Comptia A+, Computer Technology/Computer Systems Technology

In CompTIA A+ student goes through all topics related to computer hardware, software and networking. It also emphasize on understanding.

Nvq Level, Customer Serivce And Call Mangerment

Customer service essentials - understand your organisation's approach to customer service, the importance of your appearance and behaviour.

Ecdl, Information Technology, Pass

IT User Fundamentals Word processing (Microsoft Word 2010) Spreadsheets (Microsoft Excel 2010) Databases (Microsoft Access 2010).

Education record