Phil Callan Email & Phone Number

London, United Kingdom

Gloucester, United Kingdom

IT officer responsible for first and second line support, system administration and development project work for a social housing provider with over 120 staff. Other key duties and achievements include:* SQL Server Management, query design and database administration.* Ability to react to changing business needs by leveraging existing systems and platforms to provide innovative solutions at little or no additional cost.* Strong customer service and multi-tasking skills.* Lead officer in the procurement, installation and management of multiple systems, including new IT helpdesk, GIS and stock control systems.* Took over responsibility for all Business Intelligence systems, producing automated management information in a variety of formats, expanding the range of services available to the company and responding rapidly to business needs.* System administrator and main user for Geographic Information Systems, providing critical project support through mapping and land registry reports.* Key role in encouraging channel shift through developing mobile working solutions, online services and implementing and managing Mobile Device Management.* Developed and delivered a number of presentations, workshops and training courses both internally and to external agencies and conferences.* Twice nominated for employee of the year.

I have worked in a freelance capacity on a number of recording projects both as an engineer and performer - working in Pro Tools I have contributed on projects from small demos and showcases, session work for other producers, to full album projects spanning several months - seeing three independent albums through from their initial conception to full distribution and release.

Wythenshawe, Greater Manchester

Primarily provided on-premise technical support to Shell's UK Customer Service Centre. Conducted project work ahead of the UK SAP Go-Live, and the subsequent off-shoring of the CSC from the UK to abroad. Other key duties included:* Analysis of complex issues, and the subsequent escalation and liaison with appropriate support teams.* Stakeholder management to strict SLAs.* Development, testing and implementation of the Business Contingency Plan for a call centre of >200 staff.* Analysis and documentation of business processes across multiple LoBs.* Monitoring of automated processes and execution of manual intervention as needed.* Project work generating and analysing metrics to aid the near-transparent transition of customer service activities from the UK to the Philippines.

Milton Keynes, United Kingdom

Working as the senior member of a team I was responsible for customer service delivery in a high-pressure call center environment. Key skills included:* A high degree of teamwork, liaising with customers, teams of engineers, logistics companies and internal staff to meet strict SLAs.* Strong customer service skills and ability to multi-task.* Predicting trends of demand to better meet customer needs and company targets.* Training and mentoring new and junior staff to improve their skills and team performance as a whole.* Taking part in demonstrations of our systems and technologies to potential customers.

Milton Keynes, United Kingdom

Working in a busy, high-pressure call centre environment for a multi-national service company, I was responsible for service delivery over a wide geographical area for a number of different industries. Key skills included:* A high degree of teamwork, liaising with customers, teams of engineers, logistics companies and internal staff to meet strict SLAs.* Strong customer service skills and ability to multi-task.* Predicting trends of demand to better meet customer needs and company targets.* Strong sense of geography.* I also took part in the design and testing of new call centre systems and procedures, including acting as a trainer for other staff.

Salford Quays

Worked as part of a team of data administrators to produce management information across a variety of KPIs and performance metrics for a major service operation. I was responsible for providing reports which had substantial financial and reputational value attached, and so providing this information on time and accurately was a vital part of my duties.