Peter Cooper Email & Phone Number

Spain

Proactively diagnose and resolving technical issues faced by customers, utilizing Twilio Segments analytic's libraries of web and mobile including JavaScript, iOS, Android, Swift, Kotlin, React Native, and Flutter.Managed customer interactions via Zendesk tickets, video calls and Slack, ensuring the effective resolution of technical queries. I've led the development of internal tools, such as the ticket count app revamp, using JavaScript and CSS to enhance team efficiency and queue coordination.Developed and maintained custom test applications to replicate and troubleshoot customer issues more efficiently.Significantly improved public documentation and internal content, aiding in team productivity and customer self-service.

Chandlers Ford, England, United Kingdom

Providing 1st/2nd line support for all Video OTT products/apps whilst engaging with customers through multiple support channels, telephone, emails, and web chats. (Slack, Teams) Escalating to global distributed teams when appropriate to achieve restoration of service within SLA's.Effectively solving problems and resolving client-raised support cases by prioritising, progressing, and monitoring IT incidents and requests using incident management tools, Jira Service Management and Service Now.Collectively managing and running high priority incidents in accordance with the ITIL framework particularly Incident, Problem and Change management processes. Created, reviewed, and updated L1 engineering documentation, for example workplans, work instructions and technical guides.Troubleshooting and maintaining installation, upgrades, integration, configuration, monitoring, and support of customer on-prem and cloud infrastructure, Linux servers, sick disks, Dimms, motherboards, PSUs with Cisco, firmware updating and querying databases via Elasticsearch processes using Kibana and Grafana.Accomplishments:22 ‘How To?’ articles on confluence in one year, also implemented hourly, daily, andweekly customer facing reports.2-year project successfully handed over to APAC team.Improving SLA breaches by 60% in first six months.Achieved and maintained a KPI of >92% SLA for the last 4 quarters

Whitely - Forum 6

Handled a large volume of inbound and outbound customer calls and assisted customers through other support channels such as, emails and web chat.Liaised with third-party suppliers to help resolve client queries on different applications and devices, Apple, Android as well as different operating systems such as Linux, IOS and Windows.Determined technical problems and resolved them for external and internal clients, servers, workstations, printers, networking issues, laptops, IT hardware and telephones under the supported product model.Used strong multi-tasking skills to handle multiple projects at a time, prioritise tasks effectively and work to a ticketed SLA system whilst maintaining a first response resolve rate of >94%.Accomplishments:Promoted to the escalations team which dealt with long outstanding company issues. Improving efficiencies by 10% that same quarter.Created multiple customer-facing articles for simple self-help fixes. Impacting the service desk positively by reducing inbound calls/web chats.

Southampton, United Kingdom

Generated over £1.4M in annual sales by driving operational efficiencies and customer rapport.Strengthened operational efficiencies and trace ability, developing organisation systems for financial reports, schedules, inventory control and merchandising.Recruited, interviewed and hired individuals which would bring passion and dedication to sales and management team.

Southampton, United Kingdom

First step on the ladder of management is this super busy and high turnover store. Team leading, KPI tracking, maintaining shop floor standards and assuring all operational aspects of the store are smooth running. Team training was one of my favourite things about this position.

London, United Kingdom

I have worked for a prestigious audio-visual company that provide and deliver five star customer services to five star hotels in central London, such as Shangri-La Hotel at the Shard, Mandarin Oriental Hyde Park and all the Hiltons. Dealing with such high-end clients in a high pressure and busy environment I feel this has taught me a lot about customer satisfaction and care at the highest level.

Wimbledon

Networking, Computer Science

Studying a broad course of subjects within the computer support and networking industry. Names of exams; CompTIA A+ - CompTIA Networking+.

Bachelor Of Arts (Ba-Hons), Popular Music Production

Activities and Societies: Student ambassador for solent. I've been visiting college students and spending 2-3 hours weekly in the studio.

National Diploma, Music Technology, Ddm (Distinction,Distinction,Merit)

Two years understanding and growing my knowledge, contacts and musicianship in the foundation of not only the music industry but recording.

Gcse'S, Music, Drama, Science, Maths And English

Activities and Societies: Drum Group. We played in local primary schools and events, in 2004 the group performed in the Royal Albert hall.