Responsible for all Local IT level Cisco TelePresence, Engagement (Communications Room equipment and connections), and Audio Visual Conference Rooms (AVCR) – TP, AV & Engagement cases Europe wide. Diagnosing TP, AV & Engagement faults as they occur, repairing minor defects, and arranging substitute equipment where needed.Manage remote Local IT (LIT) site based staff for all TP, AV & Engagement cases. Manage remote field engineers, working with suppliers for sites with no Local IT based staff. Work with partners to ensure dispatch engineers assist in meeting relevant Service Level Agreement (SLA).Provide regular reports regarding SLA and current case status to client.Input into regular issue meetings with the client. To plan and develop remote support with the Operations ManagerWriting and maintaining product training material and technical reports based on maintenance or project requirements.

My responsibilities include: 1. Act as central point of contact, and escalations for any meeting and conference rooms in Cisco EMEAR.2. Manage all meeting and conference room support in Cisco EMEAR.3. Arrange local resources to assist in country’s where there are no onsite Engineers.4. Work closely with the US and APAC theatres and to attend weekly calls.5. Assist with making recommendations to improve the service offered.6. Define and document the processes involved, once shadowing and transition are complete.7. Ensure that case notes are up to date and accurate.8. Assist with stock management.

DEC 1. To ensure all customer issues in the Device Exchange Center (DEC) are dealt with in line with agreed policies.2. Maintaining the SLA & CSAT scores for the UK DEC Team. 3. To attend weekly meetings with customer to discuss any support issues or improvements. 4. To train the DEC engineers in any new policies or procedures.AVCRMy responsibilities include: 1. Service delivery AVCR EMEAR.2. Act as central point of contact, and escalations for any meeting and conference rooms in Cisco EMEAR.3. Manage all meeting and conference room support in Cisco EMEAR.4. Arrange local resources to assist in country’s where there are no onsite Engineers.5. Work closely with the US and APAC theatres to identify trends and identify potential service improvements.6. Define and document the processes.

Junior Telepresence Engineer: First POC for all remote engagement cases Europe wide, working closely with remote teams and local partners. The role includes: installing, configuring and service a range of Cisco (CTS TelePresence) and Tandberg (T1, T3) units. Planning and developing the TP audit schedule, in agreement with the CTS ops team. Providing LIT assistance to remote TP audit engineers during site visits. Scheduling monthly audits, and maintaining the current TP units deployed Europe wide. Other roles include: room sweeps; audits & proactive maintenance. In addition, I have presented Telepresence training material.

DEC Engineer: Providing Hard ware (and limited software support) for onsite, walk-in and planned user visits. Providing Local IT hands and eyes support which includes (but is not limited to) basic physical trouble shooting for network connectivity, cabling, and IP Phone support for remote teams.

Kitchen survey, design & first point of contact for assigned projects.

Kitchen deisgn

Timber frame engineering

Product and network support