Charles Ntumy Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

⦿ A Home Broadband Specialist in the Wi-Fi Xpert Team, part of the wider Customer Fulfilment team at Vodafone this role focuses on customer-facing home broadband engineering services.⦿ Using an enhanced toolkit for precise diagnosis of faults with network configurations that impact Wi-Fi and Ethernet-connected devices.⦿ Ticket management, proactively communicating with customers, and vendors to expedite the resolutions to meet SLA.⦿ Consulting with departments to triage complex issues and facilitate accurate escalation to 3rd line or NOC teams

London, England, United Kingdom

⦿ Delivering PC and Mac support via phone, email, Remote Desktop, and onsite at client premises.⦿ Performing a variety of system repair and maintenance activities, evaluating system performance, onsite repairs, replacement of parts, and Office 365 administration.⦿ Managing multiple open ticket requests simultaneously and providing a resolution within 2 hours of being onsite.⦿ Redesigned company website from antiquated HTML table format to dynamic CMS platform, facilitating agile website updates and improved visitor experience across all devices.⦿ Created an asset management database, to help monitor international exports providing expedient access to data and trend analysis.

London, United Kingdom

⦿ Managed a team of three based in the UK and Singapore, maintaining 1500+ streaming equipment assets in 600+ research facilities and focus group venues across EMEA and APAC.⦿ Coordinated all aspects of equipment install process, requirement gathering, sourcing, logistics, working with third-party vendors, QA testing, managing field technician deployment and ongoing support.⦿ Delivered desktop support and technical training on software, hardware, and network troubleshooting to facility partners.⦿ Enhanced portable streaming project success rate from below 70% to 95%+ through the identification of points of failure, improved equipment and creation of a streamlined setup protocol for technicians.⦿ Coordinate helpdesk and ticketing system, including task assignments, evaluating resolutions and debriefing key stakeholders.⦿ Strategised and spearheaded large-scale hardware upgrades to future-proof streaming assets – the Transition from Windows Servers to Videon Hardware Encoders.⦿ Installed and integrated streaming servers at Schlesinger Group facilities and JnJ Experience Centre, overcoming complex network security, health & safety, and data protection compliance requirements.⦿ Crafted bespoke user documentation to codify a unified workflow for all stakeholders.

London, United Kingdom

⦿ Managed a high volume of requests via telephone and email, delivering technical support to clients and facility partners providing timely resolutions.⦿ Assisted with onboarding, colleague training, and weekend staff supervision.⦿ Served as an escalation point for high-profile projects and executed post-production duties, including archiving, creating/fixing timecodes, merging and re-encoding corrupt video files.

London, United Kingdom

⦿ Acted as a client advocate, interfacing between departments at a web development start-up specialising in bespoke web design, applications, and content management systems.⦿ Coordinated client and company meetings, prepared presentations, and compiled detailed analytics.⦿ Designed and created company document templates, project proposal forms, and client deliverables.

United Kingdom

⦿ Advised customers on new services and preventative techniques to avoid connection problems. Troubleshot and directed customers through technical setups, often engaging with individuals with little to no technical knowledge. Corresponded with staff across various organisational levels, escalating issues and assisting with dispute resolution.

Higher Education Diploma, Computing

Avce, Information Technology Communication

Gnvq, Foundation Information Technology Communication