Michael Collison Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Australia

Glasgow, United Kingdom

Dedicated Incident Manager to the the public and government sector. Task and responsibilities• Delivering great customer experience and demonstrating Vodafone’s core business believes • Manage and support high priority incidents on the DWP Vone C account• Pro-active escalation management• Review the effectiveness of the incident management process and procedures and makes recommendations • Completes monthly reporting and trend analysis• Participates in Vone C MI war gaming • Works well with Vodafone engineers, suppliers and external business partners • Chairs daily calls with dedicated problem management and other key stakeholders to review and reduce aged and re-occurring incidentsSkills attainted • Have a good working knowledge of Remedy, Service Now, CUCDM, Palladian • Creating and updating the department’s LWI’s • Able to adapt to change without dropping the high standard expected by Vodafone • Managing incidents and escalations within the ITIL framework • Excellent phone and communication skills• An excellent relationship with both internal & external business partners.• Unblemished time-keeping record,

Glasgow, United Kingdom

Livingstone

Task and responsibilities• Building a strong relationship with other parts of the business and key stakeholders• Delivering great customer experience and demonstrating Sky Values and leadership behaviours• Provide real time support to field engineers and escalated customer issues• Putting the customer at the heart of everything we do• Deal promptly and effectively with all requests and solve all engineers issues within SLA’s• Work well with field staff, suppliers and our external business partners • Complete daily and weekly reports for the department, Team Managers and stake-holdersSkills attained • Have a good working knowledge of IFS, Click, Chordiant, MFT Journal, Chatter, Field services app and mobile iron• Insight into stock management• Creating and updating MFT SOP’s • Able to adapt to change without dropping the high standard expected by Sky • Solving time critical problems and situations• Excellent phone and communication skills• An excellent relationship with both internal & external business partners.• Unblemished time-keeping record• Excellent knowledge of MFT solutions• Extensive knowledge and experience with Microsoft Office eg. Excel, Word, Outlook,

Glasgow, United Kingdom

Task and responsibilities• Being the first point of contact for home broadband, mobile broadband, home phone and smartphone technical issues.• Delivering a fantastic customer experience and always striving to resolve issues on the first contact• Managing my own work load and always ensuring KPI’s are continually exceeded • Creating and updating department SOP’s • Managing stats for email and chat support team• Supporting escalations team with complex technical issues• Supporting the provisioning team Skills attained • Travelled to Mumbai, India, to help outsource partner with upskilling new staff with email and chat support. • Developed knowledge of router interfaces, iOS, Andriod, Windows mobile, and mail clients • Supported colleagues with floor walking• Conduct team meetings and briefs and answered any queries from colleagues • Solving time critical problems and situations• Excellent phone and communication

Glasgow, United Kingdom

Task and responsibilities• Working in a sales target driven environment consistently achieving and exceeding agreed targets • Promoting3’s products and services, and tailoring them to customers after com-pleting a needs analysis• Supporting team in team leader’s absence. This involved taking team meetings and taking escalations from irate customers Skills attainted • Able to negotiate with customers and retain their custom• Developed the confidence to step up into a deputy team leader role• Kept up to date with mobile technology, regarding their specs and features