Rickey Nelson Email & Phone Number

Leeds, England, United Kingdom

Leeds, England, United Kingdom

National Highways Wintel and Stop Vehicle Detection• Responding promptly to IT support requests and efficiently resolving network, hardware, and software issues for contact centers, offices and smart motorways across the United Kingdom.• Active participation in bridge calls for high-priority incidents (P1 and P2) to ensure timely resolution and minimize business impact.• Performing regular technical maintenance activities, including software installations and updates, utilizing tools such as SCCM, ECP, and CUCM.• Playing a vital role in creating, managing, and providing support for various Active Directory groups, ensuring efficient user management and access control.• Leveraging basic PowerShell scripting skills to implement new services and automate routine tasks, enhancing productivity and reducing manual efforts.• Demonstrating expertise in incident management, performing thorough triage, and ensuring end-to-end resolution of issues using Remedy ticketing system.• Actively involved in updating and maintaining comprehensive documentation, including user guides and detailed technical documents like LLD/HLD (Low-Level Design/High-Level Design).• Contributing to knowledge sharing and process improvement by creating informative written and video guides for shift left processes, facilitating efficient onboarding and reducing dependency on support teams.

Wakefield, England, United Kingdom

Respond to incoming requests for IT support and resolve network, hardware and software issues for all of Gallaghers Contact Centres and Offices across the UK. Also perform technical maintenance and software installations and updates, such as ECP and CUCM amongst others

Wakefield, England, United Kingdom

This role was to provide a single point contact for users and to deal with the management of both routine and non-routine incidents, problems and requests. Tasks were allocated over the phone and all tasks were completed within the agreed SLAs and KPIs. My role was to deliver a first class service and i did this by showing empathy and taking ownership of the issue so i could resolve at first point of contact where possible. The enquiries ranged from Homeoffice internal software issues to Windows applications both Web based application to office products and mobile devices, this included installing, repairing and trouble shooting issue. Resolving network issues from home device to the VPN software used to connect to the homeoffice network and other goverment networks. This was all updated, tracked and escalted via Fujitsu ticketing system. i dealt with a wide range of clients and applications, including both internal and external stakeholders.

Leeds, United Kingdom

My Secondment with Local Systems was transferred in August 2018 to work full time with Live Connect with the department growing and becoming BAU. I now run and maintain the Live Connect hardware, software and network for all Live Connect and Live Connect@Home this is a pilot which is Video Conferencing into people’s home rather than branches. So I support 4 Contact Centres where the MPMs (Mortgage Protection Managers) and AMPMs (Area Mortgage Protection Managers) are located and support around 250 branches with the Video Conference kit. It’s my responsibility to ensure that all staff have the correct access and resolve any issue they may have related to IT. I will also ensure there a secure connection between the pods which MPMS use and the Branches where the customers are, this includes the Video connections and printing/scanning and share screen remotely. For example, resolving SIP errors, conflicting IP address, ensuring DDNS are set up correctly etc.I also from time to time go offsite to maintain/repair or move the kit from branches and Contact centres. I’m also the direct connect for the vendors with Live Connect like Moderro and Cisco who maintain mainframe servers for Live Connect, this will be from major issues to routine updates.I will also help out on pilots within Virtual Mortgages for new software and processes, home working and any other IT related pilots. I have done this along with any problem solving and ad-hoc fixes to ensure there is minimal downtime for both the CSR and the customers. Validating accuracy on all access profiles creation/changes/resets for the site on different applications. Conducting random audits on employee files, to ensure it accurately reflects current employment status. Conducting quality checks of all business recovery documentation to ensure this is accurately maintained.

Arlington Business Centre

I was on a Development scheme since March which was to help out for 3 weeks with the departments moving around. This was extended until further notice of which I have learnt the role in more depth for example with employee deletes and also team creates. I have done this along with any problem solving and adhoc fixes to ensure there is minimum downtime for both the CSR and the customers. Validating accuracy on all access profiles creation/changes/resets for the site on different applications. Conducting random audits on employee files, to ensure it accurately reflects current employment status. Conducting quality checks of all business recovery documentation to ensure this is accurately maintained.I was approached by Live Connect to help with that project, my responsibility was to conduct daily tests for two different branches to ensure everything is working successfully. I have also setup for 20 pods here in Leeds and set up a pod to conduct tests here in Leeds for both IT related issues as well as for role plays for agents. I have also been to London and Whiteley to carry out some upgrades on the Live Connect department in those locations.I have also been part of a number of pilots which require me to carry out testing, obtaining information around both hardware and software, attending meetings to discuss this and provide technical advice to project managers.

Arlington Business Centre

In this role, I was a Premier specialist CSR who delivered superior customer service by dealing withthe customer query as quickly and politely as possible, while educating the customer with our newproducts and services. This ranges from our lending products to our alternative channels of banking to help the customer keep more in control over their finances and their futures. I do this by being a confident communicator and being able to adapt my conversation style to build a good rapport with individual customers. Being a good troubleshooter helped me resolve customer issue at first point of call. I also coach and develop my peers in relation to increase their performance. I also conduct presentations regarding the new digital channels for the teams within Advance, Academy, Mortgages and Customer Solutions to ensure people fully understand how they work and how to resolve any issues. I also was the Digital Advocate for my team and also provided training sessions for different areas of the business including the managers to help them better understand everything Digital in regards to Banking. I also conduct side by side coaching with new staff and also anyone else who’s struggling not only with digital butintroducing new products too.

At Educate to Motivate (ETM) I held the position of team leader. ETM was a company that worked as part of the cobra organisation, which is a direct marketing business. Their main client was working with BskyB,and my main role involved training a team and educating in different method of sales and also about the business’s principles and methods. I would also take part in the recruitment stages of the business by doing my own induction days and pre-interviews. If needed I would also use my knowledge and personal interest in computers to solve any I.C.T related problems within the business such as installing and maintaining the servers, repairing and solving networking issues.

I worked for Morrison’s part time while studying. My job responsibilities were to make sure that the shop floor was full of correctly organised products, stock take, customer services and general cleaning.

I worked part time uploading, updating and maintaining the business’s website for advertising holidays over the internet. I also managed the mail-merge to send confirmation letters to customers and answer enquires over the telephone.

Btec National Diploma Level 3

• BTEC National Diploma for IT Practitioners Distinction / Merit / Merit • Key Skills Communications / Application of Number Pass • Cisco.

Education record

• ASET Plumbing (level 1) • introduction to safety in the Construction Industry award • Clait, Clait plus –ICT • First aid-day course passed

Education record

• Information Technology(VGCSE) BB • Sciences C • Mathematics B • Media Studies C • English Literature / Language C / C • Leisure &.