Liam Godber Email and Phone Number

Part of a management team providing 2nd line support, 24x7 support to global NGCC (Next Generation Cloud Contact) customers.• Supporting 300+ customers (7000 concurrent agents / 400k VoIP calls per month)• Achieved Cosmocom (Enghouse) Tier 1 & 2 accreditation• Completed ALP Voice (CC Solutions Professional) – Silver• Supported CI initiative, gaining Bronze and Silver accreditation, currently driving to be first team in BT to achieve Gold.

Led and managed USA, APAC regions and 24 x 7 rota team supporting DB contracts; dealing with customer escalations and providing out of hours Manager on Duty cover. • Supported a customer led Service Improvement Plan (SIP) to meet contractual deliverables; predominantly focussing on reporting and actively, reviewing the existing myriad of reports, working with DB SME (subject matter experts) and coming to a mutual agreement for new report requirements.• Reduced operational costs… Show more Led and managed USA, APAC regions and 24 x 7 rota team supporting DB contracts; dealing with customer escalations and providing out of hours Manager on Duty cover. • Supported a customer led Service Improvement Plan (SIP) to meet contractual deliverables; predominantly focussing on reporting and actively, reviewing the existing myriad of reports, working with DB SME (subject matter experts) and coming to a mutual agreement for new report requirements.• Reduced operational costs (saved £1.5m) by replacing long term contractors through synergy activities;• Re-structured team to resolved behavioural issues within team and with individuals, • Provided the technical and operational training to a new team in Hungary, in readiness for the transition of service desk activities from Sevenoaks to Hungary• Monthly Reporting for all billable work completed by the Service Desk for USA and provides this information to the Project Director to ensure costs are recouped. Other reports include Avaya chargeable hours for USA, APAC, Spain and Italy, also license usage for Americas. • Provided Cisco TDA support Voice Infrastructure working with the wider TDA community, undertaking approval and creating global voice changes along with configuration and weekly reporting • Coaching individuals on SLA failures have driven the service performance and improved the overall quality, has driven down the service credits month on month and to levels considerably lower than the forecast (well recognised and appreciated by the Client Partner) Show less

Key responsibilities included providing 3rd line Avaya support and being part of 24x7 shift rota for Deutsche Bank; dealing with complex MAC requests, diagnosing and resolving Incidents. Achieved Avaya certification is Modular Messaging (ACSS – 3202) also completed call manager implementation course (ATI02348VEN).

Providing 1st & 2nd line support for both Cisco and Avaya IPT systems on a 24x7 shift rota for US, EMEA & APAC; answering customer calls within PCA, queue management, training new colleagues, alarm surveillance, incident resolution including major incidents and MAC requests and first point of contact for all customer escalations.

Providing 1st & 2nd level voice support for KPMG

Installation and maintenance of Cisco routers and switches on customer premisses. Customers included BP, Credit Suisse, MOJ and Unilever.

Completed NVQ level 3 - Installing and Supporting IT Systems