Matthew Ford Email & Phone Number

Round Rock, Texas, Us

Providing advanced technical support and managing all escalations across the globe.Resolving complex and technical hardware and software issues that customers bring.Forensic diagnosis of ongoing issues with existing service requests or parts replacement.Coordinating with onsite field technicians and customers to ensure the quickest resolution.Managing and repairing field technician’s escalations for client machines on a global levelManaging all level 1 technical team escalations from initial call through to resolution.APAC liaison for Global alliance.Maintaining a strong focus on customer service.Training and mentoring new team members.POC for ANZ local policies and procedures that are different from other regions around the globe. Compiling and reporting on all CTE performance reports to upper management. Advising on trends from reporting and recommending points of trainings required.Hands on resolving escalation cases via in house assessment, diagnosis and repair.

Perform onsite diagnosis and repair to client machines across the NSW South coast and Newcastle areas.Collaborated with different teams to escalate flee wide issues.Prioritized work orders based on severityCommunicate with both end users and corporate IT departments with both technical and simple languageOnsite diagnosis of ongoing support casesTime management skills