Keith Manning Email and Phone Number

2nd line technical support for local and remote Ax users.Completed project to migrate Ax infrastructure onto a virtual VM platform; involving installing, configuring database and application servers, migrating current implementation and data, and organising full end to end testing.Redesigned customer output documentation including invoices and statements.Designed and created multiple interfaces for importing and exporting data such as item and customer master data, en mass. Involved in the development of electronic interfaces, exchanging data with external companies such as Parcel Force, Barcleys, and several internal systems within Findel Education.Involved in troubleshooting and making improvements to the website interface into Ax, working closely with internal teams and 3rd party support companies.Building business reports using internal Ax technologies and SQL queries.Working with the business to gather requirements and turning those requirements into functional and technical specification documents.

Providing 2nd line telecoms & VOIP support to customers
Involved in rollout of VOIP platform to large Pub chain
Knowledge of Mitel 3600 platform

Providing 2nd line network & telecoms support
Diagnosing and fixing network related issues
Installation and setup of VOIP and video conferencing software

Providing 1st line support to local and off-site users
Maximising first time fix rate and customer satisfaction
Resolution of both front, and back office issues
Escalating major issues to relevant support teams
Created call statistics reports and wallboards
Implemented knowledge base system

Implementation and integration of Knowledge Management system
Collection and collation of all documents and procedures to be inputted into the KM system
Consolidate independent documents into centrally searchable KM system
Training of staff to find, edit and add documents to KM system
Maintenance and housekeeping of KM system

Maintenance and support of Change Management system
Review of all proposed system changes
Chair of daily change control board meetings

Handling incoming support calls for 200 individual stores and 1000 head office users, keeping within SLA requirements
Involved in rollout of Windows XP to all desktop machines – training, testing etc.

Monitor critical business systems as part of 24/7/365 support team
Configure and monitor backups across several different operating systems – Windows NT / 2000, Unix etc.