Michael Graham Email & Phone Number

London

East London

Supporting in the community adults with Acquired Brain Injuries

London, United Kingdom

Created change management strategy and assisted with introduction of Remedy Change Management module. Tabled all Requests for Change (RFCs) for a Change Advisory Board (CAB) meeting, issued an agenda and circulated all RFCs to CAB members in advance of meetings to allow prior consideration. Ensured change impacts were analysed and understood by support and business teams. Ensured that change risks were identified, analysed and understood and where necessary risk mitigation plans were put in place.Monitored change progress. Coached managers and team leaders.

London, United Kingdom

Combined dual role supporting Service Operations Manager and Change Manager. Responsible for assigning incidents to engineers and monitoring their progression, ensuring that the escalation process is followed appropriately. Liaised with customers, third party suppliers, Easynet European support offices and Service Managers. Provided cover and support for Change Manager, coordinating change approval with all relevant parties and chairing CAB (Change Advisory Board) in Change Manager’s absence.

London, United Kingdom

Promoted from Operations Support Assistant to deputise for Customer Support Manager. First point of contact for any customer reporting a fault, or otherwise requiring assistance from, the (NOC) Network Operations Centre. Responsible for ensuring incidents opened and followed through to resolution. Proactively informed customers of network incidents. Managed proactive and customer escalations. Monitored customer-facing e-mail inbox, ensuring all e-mails dealt with according to SLA and assigned to the relevant team. Liaised with contractors and suppliers.

London, United Kingdom

Managed faults reported by Colt’s Elite Top 100 customers, diagnosing and resolving faults where possible. Assigned faults which cannot be resolved immediately to the relevant specialist teams for resolution, ensuring that customers regularly and proactively updated. Proactively informed customers of network incidents. Managed proactive and customer escalations. Liaised with contractors and suppliers.

London, United Kingdom

Supervisory responsibility in supervisor’s absence. Responsible for identification and referral of network faults, handling billing enquiries, account maintenance, fraud investigation and adjustments, credit research and adjustments.

Ba Honours In Modern Languages, French And German

Education record