Mathew Meakin Email & Phone Number

England, United Kingdom

As a Service Improvement Manager, my job drives process innovation and continuous improvement initiatives within Managed Services and the wider organisation. A large part of my job is the analysis of processes, development of business improvement strategies, and management of internal projects. I support the operational business to improve the customer experience, enhance employee satisfaction and reduce costs where appropriate. Accountabilities:• Develop working practices within Managed Services to improve efficiency and deliver greater value to customers • Ensure staff understand the importance of, and embrace, the culture of continuous service improvement.• Maintain a thorough understanding of the strategic vision for the service desk to set the long-term direction of the team. • Ensure unresolved issues are escalated promptly and appropriately at all levels to achieve resolution.• Ensure that all processes used are appropriately documented, followed, regularly reviewed and updated when required.

England, United Kingdom

Employed within the Managed Services department, my primary function as an IT Service Desk Analyst was to provide technical support to our customers employees. Since each of our customers have different infrastructure, programs and ticketing systems, it required me to engage and follow multiple different process throughout each day. Additionally, as I spent longer there, I gained additional responsibilities.Key Technical Skills:• Troubleshooting and repair of various systems• Linux Server Management & Maintenance• Windows Server Management & Maintenance• Data Analysis• Virtual Machine Management• Microsoft Azure AD, O365, Sharepoint, Exchange, Intune MDM, Active Directory, SCCMRegular responsibilities include: • Providing technical support across multiple service lines• Prioritising Workloads and maximising my personal productivity.• Maintain accurate records, gather detailed information and report technical issues • Processing and representing data contributing to the generation of monthly service reports.• Responsible for daily comprehensive system checks and the accurate recording of that data.• Review of existing processes to identify and implement more efficient and cost effective ways of working.• Documentation creation: Knowledge Base Articles, Process Documentation (Procedural and Technical)• Supporting colleagues on a day to day basis

Heanor, England, United Kingdom

I resumed employment with Domino’s once again following the end of my contract with RBS. They were happy to employ me once again.Regular responsibilities include:• Managing and resolving customer complaints• Maintaining paperwork• Cash management• Health & Safety Hygiene and procedure control• Following pandemic guidelines to ensure colleague and customer safety

Kegworth, Leicestershire, United Kingdom

Employed as a first point of contact for all colleagues within the company who are experiencing technical issues. During this position I diversified from my initial role to include new skillsets and I took pride in serving my colleagues like I would any customer, having received award nominations for outstanding service. I was also given the opportunity to work on the executive support line, taking calls from executives which need quick reliable service guaranteed.Key Technical Skills:• Troubleshooting of various versions of Microsoft Server • Management of Virtual Machines through V-Sphere• Management of objects and users within Active Directory• Troubleshooting and usage of Microsoft Office 2003/2010/365• Self-trained in Powershell Scripting• Supporting bespoke/legacy systems to ensure continued functionality.• Extensive experience in the ServiceNow ticket management system.Regular responsibilities include:• Using analytical thinking to resolve technical problems.• Communicating troubleshooting instructions clearly and simply to avoid misunderstanding.• Keeping mindful of KPI’s within the service desk, tracking my own progress against them.• Tailoring the language used to the customer on a case-by-case basis.• Hot swapping between communication channels where needed to help manage service levels.• Identifying key opportunities to simplify or improve processes within the business.

Derby, United Kingdom

At the request of the management, I resumed employment within this fast paced business (franchise) and have begun training for a management position to enhance my personal skills. Regular responsibilities include:• Managing and resolving customer complaints• Maintaining paperwork• Cash management• Business end of day close down• Health & Safety Hygiene and procedure control

Nottingham, United Kingdom

During my time at ASDA I was a key point of contact for customers visiting the store and as such, I dealt with a wide variety of questions and complaints and was also responsible for shop floor problem resolutions. Regular responsibilities:• Stock maintenance and control• General housekeeping on the shop floor• Health & Safety Hygiene and procedure control• Working calmly within a highly pressured environment

Derby, United Kingdom

Webhelp TSC is an outsource contact centre company and during my employment here, I worked under contract for British Sky Broadcasting.Employed in their Package Advisory Team, typical duties were:• Sales and complaint handling• New business sales & customer package retention• Maintaining revenue levels• Building rapport and positive relationships with all customers

Derby, United Kingdom

My first employment with this business provided me with an abundance of customer service experience.Regular responsibilities included:• Taking customer orders• Complaint handling • Cash handling• Practicing & training others on health and safety regulations throughout all aspects of the role

Employed by Decathlon on a part-time temporary contract as a workshop assistant. Typical day to day responsibilities included:• Prioritizing the repairs and maintenance of customer bicycles • Repairing and maintaining customer equipment to a high standard• Design and printing of T-Shirt vinyls • General customer service• Shop floor sales.

Access To Business, Business And Ict, Distinction

Btec, Mathematics, Pass