Neal Cox Email and Phone Number

Provision of of 1st & 2nd line technical support for ICS Carwash & POS Products. Including the related Tunnel Wash, In-Bay, ANPR, LPR, RFID, Firewall and Controller hardware and software for the US, EU and AUS markets.

Initially positioned within Customer Support after the successful completion of product training. The eventual goal was to gain knowledge and qualify within multiple areas of Customer Support before taking on a Pensions Support role.Skills: Customer Contact · Soft Skills · Analytical Skills · Time Management · People Skills · Software Support · Technical Support

Reporting to the UK Chairman. Providing advice and guidance and support services to new and existing users of Loopit’s own proprietary Car Subscription SaaS platform. To help to drive growth of recurring revenue for Loopit’s customers. Additional duties to include API and other technical support to the UK team for additional systems used by the UK support team. • Onboarding new customers.• Providing advice and guidance on how to set up and manage a Car Subscription company… Show more Reporting to the UK Chairman. Providing advice and guidance and support services to new and existing users of Loopit’s own proprietary Car Subscription SaaS platform. To help to drive growth of recurring revenue for Loopit’s customers. Additional duties to include API and other technical support to the UK team for additional systems used by the UK support team. • Onboarding new customers.• Providing advice and guidance on how to set up and manage a Car Subscription company. • Assisting users to configure the platform and to advise on pricing. • Resolving technical support queries or escalating to the relevant team if required. • Creation and management of individual Loopit platform instances.• Delivering overviews of the platform and explaining Subscription to potential customers. • Maintaining customer relations and encouraging growth within the platform • Maintaining the Twilio phone services for the UK. • Provision of customer training. • Assisting Sales to locate and sign-up new customers to platform. • Writing help files and other documentation for the online help guides using Stonly. • Managing the back-end accounts creation and onboarding processes in Zoho.• Supporting the UK team with any other API or technical issues that may arise. Knowledge & Systems:API support, Freshdesk, Stonly, Zuora, Google Enterprise, Ucalc, Apollo Sales, Twilio, Loom, Xero, Jira, Geotab, Microsoft Windows Desktop, Excel, Word, Powerpoint, Office 365, Airwallex. Show less

Reporting to the Support Operations Director, managing a team of up-to fifteen technical support analysts. Supporting managed services for automotive dealerships. Maintaining their DMS servers, networks and communication links, IP telephony, desktops, and bespoke software. • Resource management and the allocation of work.• Identifying gaps in skills and the provision of coaching or training.• Ensuring excellent customer service and delivery upon the agreed SLA's/OLA's… Show more Reporting to the Support Operations Director, managing a team of up-to fifteen technical support analysts. Supporting managed services for automotive dealerships. Maintaining their DMS servers, networks and communication links, IP telephony, desktops, and bespoke software. • Resource management and the allocation of work.• Identifying gaps in skills and the provision of coaching or training.• Ensuring excellent customer service and delivery upon the agreed SLA's/OLA's. • Managing escalations and resolving complaints equitably.• Setting and monitoring individual and team performance targets.• Producing daily and monthly management reports.• Conducting regular appraisals and one to ones to monitor performance.• Acting on customer feedback to deliver service improvements.• Recruitment and onboarding new associates.• Maintaining and improving SharePoint knowledge solutions. Knowledge & Systems:Networking, TCP/IP, Windows Desktop, Windows Server, UNIX, AIX, Linux, Microsoft Word, Excel, Bull, Dell, Powerpoint, Printers, PCAnywhere, Remote Desktop, Bomgar, Salesforce, Cisco, IP Telephony, Print Manager, Autoline Drive, Rev8, BT Wholesale, SolarWinds, GTT, ADSL, Fibre, Broadband, Firewalls, Kerio, Netpilot, Icewarp Mail, API Support. Show less

Reporting to the Service Manager, leading a team of up-to eighteen technical support analysts. Provision of managed services to Automotive dealerships. Maintaining their DMS servers, networks and communication links, IP telephony, desktops, and bespoke software. • Resource management and the allocation of work.• Motivating team members to meet the bonus criteria and KPI targets set by the management team. • Identifying gaps in skills and the provision of coaching or… Show more Reporting to the Service Manager, leading a team of up-to eighteen technical support analysts. Provision of managed services to Automotive dealerships. Maintaining their DMS servers, networks and communication links, IP telephony, desktops, and bespoke software. • Resource management and the allocation of work.• Motivating team members to meet the bonus criteria and KPI targets set by the management team. • Identifying gaps in skills and the provision of coaching or training.• Resolving escalations amicably and in a timely manner.• Monitoring the individual and team performance targets.• Production of daily performance reports. • Conducting monthly one to ones and annual appraisals. • Submission of new or updated solutions to the company SharePoint.Knowledge & Systems:Networking, TCP/IP, Windows Desktop, Windows Server, UNIX, AIX, Linux, Microsoft Word, Excel, Bull, Dell, Powerpoint, Printers, PCAnywhere, Remote Desktop, Bomgar, Salesforce, Cisco, IP Telephony, Print Manager, Autoline Drive, Rev8, BT Wholesale, SolarWinds, GTT, ADSL, Fibre, Broadband, Firewalls, Kerio, Netpilot, Icewarp Mail, API Support. Show less

Leading a team of up-to twenty analysts with direct responsibility for six. Supporting managed services for automotive dealerships. Maintaining their DMS servers, networks and communication links, IP telephony, desktops, and bespoke software. • Identifying gaps in skills and the provision of coaching or training.• Resource management and the allocation of work.• Motivating team members to meet the bonus criteria and KPI targets set by the… Show more Leading a team of up-to twenty analysts with direct responsibility for six. Supporting managed services for automotive dealerships. Maintaining their DMS servers, networks and communication links, IP telephony, desktops, and bespoke software. • Identifying gaps in skills and the provision of coaching or training.• Resource management and the allocation of work.• Motivating team members to meet the bonus criteria and KPI targets set by the management team. • Resolving escalations amicably and in a timely manner.• Monitoring the individual and team performance targets.• Production of daily performance reports. • Conducting monthly one to ones and annual appraisals.• Submission of new or updated solutions to the company intranet.Knowledge & Systems:Networking, TCP/IP, Windows Desktop, Windows Server, UNIX, AIX, Linux, Microsoft Word, Excel, Bull, Dell, Powerpoint, Printers, PCAnywhere, Remote Desktop, Bomgar, Salesforce, Cisco, IP Telephony, Print Manager, Autoline Drive, Rev8, BT Wholesale, SolarWinds, GTT, ADSL, Fibre, Broadband, Firewalls, Kerio, Netpilot, API Support. Show less

Leading a team of up to four Ford CDS Helpdesk Analysts.• Desktop, application, and hardware support for Ford dealers to access OEM systems Reporting to the Service Manager, leading a team of Dealer Facing Systems analysts. • Queue management and the allocation of incidents.• Identifying gaps in skills and the provision of coaching or training.• Motivating team members to meet the bonus criteria and KPI targets. • Resolving escalations amicably and in a… Show more Leading a team of up to four Ford CDS Helpdesk Analysts.• Desktop, application, and hardware support for Ford dealers to access OEM systems Reporting to the Service Manager, leading a team of Dealer Facing Systems analysts. • Queue management and the allocation of incidents.• Identifying gaps in skills and the provision of coaching or training.• Motivating team members to meet the bonus criteria and KPI targets. • Resolving escalations amicably and in a timely manner.• Monitoring the individual and team performance targets.• Production of daily performance reports. • Conducting monthly one to ones and annual appraisals.• Submission of new or updated solutions to the company knowledgebase.• Resolving engineer support calls when required.• Second line escalation point for Ford CDS support calls. Knowledge & Systems:Networking, TCP/IP, Windows Desktop, Windows Server, Microsoft Word, Excel, Bull, Dell, Powerpoint, Printers, PCAnywhere, Remote Desktop, Bomgar, Salesforce, Cisco, Autoline Drive, Rev8, Broadband, Firewalls, Kerio, Netpilot, Ford OEM software. Ford Batch Control Module, Ford GWE. Ford web applications. Show less

Ford CDS Helpdesk SupervisorSupervising a team of four Ford CDS Helpdesk Analysts.• Provision of 1st and 2nd line technical support. • Desktop, application, and hardware support for Ford dealers to access OEM systems. Knowledge & Systems:Networking, TCP/IP, Windows Desktop, Windows Server, Microsoft Word, Excel, Bull, Dell, Powerpoint, Printers, PCAnywhere, Remote Desktop, Cisco, Autoline Drive, Rev8, Broadband, Firewalls, Netpilot.

Ford & Renault Helpdesk Analyst • Provision of 1st and 2nd line technical support.• Desktop, application and hardware support for Ford and Renault OEM systems. Knowledge & Systems:Networking, TCP/IP, Windows Desktop, Windows Server, Microsoft Word, Excel, Bull, Dell, Powerpoint, Printers, PCAnywhere, Remote Desktop, Cisco, Autoline Drive, Rev8, Broadband, Firewalls, Netpilot, Ford OEM software. Ford Batch Control Module, Ford GWE. Ford & Renault web applications, Lotus… Show more Ford & Renault Helpdesk Analyst • Provision of 1st and 2nd line technical support.• Desktop, application and hardware support for Ford and Renault OEM systems. Knowledge & Systems:Networking, TCP/IP, Windows Desktop, Windows Server, Microsoft Word, Excel, Bull, Dell, Powerpoint, Printers, PCAnywhere, Remote Desktop, Cisco, Autoline Drive, Rev8, Broadband, Firewalls, Netpilot, Ford OEM software. Ford Batch Control Module, Ford GWE. Ford & Renault web applications, Lotus Notes. Show less

Customer and Technical Support Analyst• Four years as a Customer and Technical Support Analyst troubleshooting connectivity and application issues with CompuServe’s desktop application and services.Knowledge & Systems:TCP/IP, Modems, ISDN, Windows Desktop, MS-Dos, IBM OS2, Mac OS, Dial-up, RAS, Windows Desktop, Web & Desktop Applications. Microsoft Word. CompuServe Interactive Services.