Accountable for the effective field service repair of all Currys UK & Ireland Electronic Point of Sale [EPOS] IT equipment. Leading a small specialist Technical Admin and HP accredited Technician team. (Remote and on-site). Regularly interfacing with Service Desk (offshore), Field Repair Ops, and Logistics, supporting the field engineer population.Driving operational metrics for Service Now ticket incident resolutions and process compliance (inc. PCI) of the entire direct and indirect team(s) through (self-created) ITIL dashboards, bespoke reports, and process documents. I delivered several initiatives that have enabled performance improvements, generated revenue, demonstrated cost savings and reduced escalations.• Accomplished a 30% field engineer performance improvement• Built and led an engaged team• Improved Service Desk first time incident ticket accuracy and diagnosis• Achieved cost savings of £337,000• Presented data analysis to substantiate patterns of technical or financial risk• Developed processes to support circa 100 engineers• Delivered a robust spares reconciliation process• Project Managed national in-store kitchen display product refreshes and coordinated commercial clients’ IT refreshesProud to be a 'go-to guy', having a wealth of experience, with a reputation for following up and resolving issues.I'm a collaborator who produces process and technical documents, schedules work, arranges resource, transport, parts, enables security clearance, and invoices for completed work.I build respected working relationships, and during my time at Currys, did so with Head of Retail Systems Central Operations, Divisional and Store Managers, Service Desk, Customer Repair Centre, Spares, Infrastructure and Field Engineering Managers and Engineers.I maintain positive Service Partner relationships and apply processes to ensure effective in-warranty claim-backs (within SLA) and out of warranty refurbishment spares management.

First line management of a field service and distribution home delivery and install team (site based). Managing and supporting all daily cross-dock functions, warehouse, stock control, transport, engineers and administration colleagues through positive engagement or performance management.• Efficiently planning & organising my own workload & that of others.• Problem solving and resolving customer concerns.• Cost effectively controlling vehicle, fuel, and agency resources to meet home delivery volume demands.• Ensuring drivers transport legislative requirements was met.• Demonstrating stock and spares integrity.• Applying equality and diversity principles, protecting the health, safety, and welfare of team members.Project managing, coordinating and key to launching and implementation of several national in-home, in-store, B2B initiatives in addition to my regular duties:• Created national technical risk assessments• Planned and organised national training• Freesat satellite installs• Hazardous product recall compliance

Performance managing and daily operations of a TV and computer field engineering in-home repair team. (Home-based & field role).• Regularly achieved top three regional performance of over 85% fix rate• Built a successful engaged team, of reduced absence• Proud to consistently recover work at risk when unexpected events arose• Maximised cost recovery for in-warranty repairs • Building and maintaining positive relationships.• Problem solving and resolving customer concerns.• Managing financial and non-financial resources• Efficiently planning & organising my own workload & that of others

• Delivery, install and training and repair of domestic / business PCs, peripherals, and fax machines. • Progression to resolving customer escalated repairs & court litigation inspections.

• Day to day running of a computer retail store, sales, customer service, reporting and banking routines• Sole responsibility for building, configuring, repairing PCs, installing software, and technical support.

• Ran my own team at an early age.• Surface-mount and conventional component level repair, solder rework, assembly, and testing of PCBs.• Component and modular level repair, rework, assembly and testing of laptops, game consoles, VDUs, band-printers, and alignment of disk drives.