Michael Mackay Email & Phone Number

Lambourn, Gb

• Day to day duties providing Tier 3 support for the Xerox Lan/Wan.•Performing support for software and hardware networking related issues. • Use critical thinking to break down problems, evaluate solutions and make decisions.• Escalating faults to Tier4 and vendors when required• Assist with customer escalations and discussing issues directly with customers, and Vendor TAC support ensuring that the customers’ issues are resolved.

• Day to day duties include effective troubleshooting of complex multi-vendor SDH & PDH Data / transport and DWDM technologies.• Liaise with 3rd party network service provider to identify and resolve issues.• Use critical thinking to break down problems, evaluate solutions and make decisions.• Escalating faults to Tier3 when required• Working with my line manager to assist with customer escalations and discussing issues directly with customers, ensuring that the customers’ issues are resolved.Special Management Projects including:• Broken promises project to reduce MTTR and Increase customer satisfaction scores.• Repeat faults project to look at reducing the MTTR and increase customer satisfaction scores.• I also worked on resolving historic issues with the trouble ticket queues for LATAM and APAC when those centers were migrated. Ensuring a smooth transition of work and also to find areas where we could improve both the standard of work and customer satisfaction.

• Actively listened to customers' requests, confirming full understanding before addressing concerns.• Assuming ownership to ensure all issues resolved to customers’ satisfaction within the agreed SLA's and timeframes.• Day to day duties include Fault management PIP/IP customer circuits and liaising with 3rd Party Telco's. Troubleshooting of Leased line issues remotely checking Cisco and Juniper Gateway routers as well as remotely checking CPE configuration and performing replacements if required• Carrying out updates of customers DNS Zones as requested by customers.

• To provide initial point of contact, escalation & 1st level support/fault management on Network provision and all inter – related products / services.• To act as internal agency for escalation of technical issues.• Aiding with the day to day running of the department.• Assuming ownership to ensure all issues resolved to customers’ satisfaction within the agreed SLA's and timeframes.• To handle end user issues relating to Network services / solutions, Voice, Data & IP products

• Fixed wireless network support and Domain Host master Responsibilities: Responsible for the registration Re-registration and transfer of customers' domain names.• Amending zone files on a per request basis.• Providing second line support and acting as internal agency for escalation of technical issues.• Assuming ownership to ensure all issues resolved to customers’ satisfaction timeframes.• To liaise with first line support and constantly re-educate to aid fault diagnostics and initial fault resolution.• To further liaise with the operations team to report high-level network problems and server issues.• Also liaising with the operations team to suggest network upgrades

• Responsibilities: Duties as a Team leader were to look after the daily needs of a technical support team of 15 people and provide support, mentoring and offering advice ensuring that all shifts were covered 24/7.• The role also called for me to take on tasks delegated by my Manager especially in their absence.

• Provided initial point of escalation & 1st level support/fault management on Network provision and all inter – related products / services.• To act as internal agency for escalation of technical issues, supporting management and aiding with the day to day running of the department.• Assuming ownership to ensure all issues resolved to Customers satisfaction within the agreed SLA's and timeframes.• To handle end user issues relating to Network services / solutions, Voice, Data & all inter related products / services.• To further liaise with suppliers, carriers and external agencies as required in fault resolution.

• Quoting and invoicing customers who require engineers to carry out Hardware Maintenance, Pre-Paid Hardware Maintenance, Installation, Relocation and Ad-Hoc Cover.

• Customer service – advising on all aspects of Internet use.• Troubleshooting software/hardware conflicts remotely, including diagnosis of operating system problems.

Hnd, 1 Year Hnd Mechatronic System Engineering Course

1St Year Hnd Electronic And Electrical Engineering Course.

1st Year HND Electronic and Electrical Engineering Course. BSc unit course – Financial Spreadsheet Applications.

Advanced National Certificate Electronic And Electrical Engineering Course.