Matthew Blower Email & Phone Number

Warrington, Gb

Magnetic House Waterfront Quays, Salford Quays M50 3Xw

My current job role includes handling service queries direct from customers in a Help-desk environment. Queries would come to the desk via phone or email and need to be logged on a ticketing system. Tickets would then either require distributing to internal Engineers/external suppliers or taking direct ownership of by myself for investigation and resolution. I was also responsible for providing updates to customers within agreed SLA targets. Outbound customer communication was via phone, email or via the ticketing system. Service queries would range in type from service-impacting faults and programming changes for managed telephony/networking equipment, to simple enquiries. My role also includes analysis and resolution of ADSL, FTTC, EFM and Leased-line Broadband Network and Customer Premises equipment related faults at a 1st and 2nd Line level.The supported technologies included ShoreTel, Mitel, Avaya IP Office and Horizon PBX phone systems, PSTN, Multi-line, ISDN2 and ISDN30 telephony services, ADSL, FTTC, EFM and Leased-line Broadband connectivity services, Xarios, Oak and Oaisys call recorder systems, as well as managed router, firewall and switch equipment.

My present job is on a customer-facing Help-desk for the Engineering branch of TalkTalk's operations. My primary duties are to perform analysis of ADSL, IPStream and FTTC Broadband Network and Customer Premises equipment related faults, and to assign tasks to relevant resolver groups including internal Engineering departments and 3rd-party suppliers. Queries are raised by our internal Customer Service centres and by Channel Partners, and reach the Help-desk via a ticketing database, phone calls, electronic chat and email.We also make out-bound calls to End Users where such actions as additional Customer Premises equipment checks or field Engineer bookings are required. We monitor the progress of issues we have assigned to our Engineering teams and Suppliers with the aim of providing updates to the reporting party within Service Level agreements.Other duties include dealing with complaints and escalating queries along internal and Supplier escalation paths, trend analysis to detect outages which may affect multiple End Users, coaching and educating colleagues, and identifying areas of process improvement.

My previous job was call centre-based and involved taking calls direct from End Users. I provided both 1st and 2nd Line telephone-based technical support for Dial-up, ADSL, POP3, SMTP, FTP and Domain registration products and services. Issues which could not be resolved on a first-time basis were escalated to relevant Engineering teams within the company, or to 3rd-party suppliers as needs be.

A Level Physics, Maths And Chemistry, Science

Activities and Societies: Philosophy Class, Media Studies,I studied A-level Maths, Physics and Chemistry with a view to entering University.

High School

Activities and Societies: Computer Club, Chess Club,I studied GCSE Maths, English, Science Dual Award, Geography, German, Drama and IT.