Rob Bowker Email and Phone Number

Systems and Process trainer for the largest alt net in the UK. Providing industry leading digital training in Depotnet and CEMAR systems, and Build processes that support both Project Management and Ground Operations building a Full Fibre Network (FFN) that aims to connect 8m homes by 2028. Providing Remote and Face-to-Face BAU training in both classroom and 121 formats on an ongoing weekly basis to both internal CityFibre and external partner staff, with support provided country wide… Show more Systems and Process trainer for the largest alt net in the UK. Providing industry leading digital training in Depotnet and CEMAR systems, and Build processes that support both Project Management and Ground Operations building a Full Fibre Network (FFN) that aims to connect 8m homes by 2028. Providing Remote and Face-to-Face BAU training in both classroom and 121 formats on an ongoing weekly basis to both internal CityFibre and external partner staff, with support provided country wide to over 2000 members of staff. Oversaw the development and F2F delivery of training for three major national software rollouts, travelling all over the UK to support with deployment across all internal staff and external partners. Designed and delivered effective after-support material and remote sessions to ensure those who required extra training were well supported in line with both the business requirements and my personal commitment in providing education for all. Spearheaded the development of an entirely new curriculum, rewriting all systems and process training material across a 9 month period with a focus on delivering clear learner validation and assessment for all back office and ground operation roles. Ongoing production of a Video Training Project to modernise some of the older training material provided for ground operatives. Revising scripts produced by the technical trainers, storyboarding, filming and then editing in Adobe Premiere, before uploading into the Absorb LMS.Working collaboratively with Project Management and Change Leads to advise on process changes, technical and software developments, and incorporate continuous improvement into training material to deliver the best, most consistent and constantly updating training courses, material and technical manuals possible. Show less

Providing digital support and training for the Positive People project, an EU funded initiative designed to bring those further from the labour market back into work.Expanding on my role as Digital Training Assistant, my main responsibilities are to deliver workshops, 1:1 and group training to unemployed and economically inactive individuals with the goal of improving their digital skills, allowing them to start work, or further training that will support a move into applying for jobs… Show more Providing digital support and training for the Positive People project, an EU funded initiative designed to bring those further from the labour market back into work.Expanding on my role as Digital Training Assistant, my main responsibilities are to deliver workshops, 1:1 and group training to unemployed and economically inactive individuals with the goal of improving their digital skills, allowing them to start work, or further training that will support a move into applying for jobs. Location is primarily North Devon based to allow for a geographical split of trainers, but a significant part of this role is completed remotely, with 70% of participants completing training over Zoom and other digital communication tools.Co-ordination and design of new training material in a variety of digital focused subjects, taking the project needs in mind. Successful courses I have produced include Be Your Own Boss (for self-employment), Digital Employability (for writing a CV using Microsoft Word and then moving into online job applications), and Essential Digital Skills (from the basics of turning a computer on for the first time through to essential topics such as Staying Safe Online and Understanding the Cloud) Show less

Short term secondment, providing initial resource for content development and training to Cosmic's role on the DWP's Restart Scheme.

Providing digital support and training for the Positive People project, an EU funded initiative designed to bring those further from the labour market back into work.Working with the senior trainers to design and support delivery of workshops, 1:1s and group work, ensuring the material is easy to deliver whilst providing the best possible quality of training to the learner.Providing 1:1 digital training in a variety of different aspects and situations, from basic digital skills… Show more Providing digital support and training for the Positive People project, an EU funded initiative designed to bring those further from the labour market back into work.Working with the senior trainers to design and support delivery of workshops, 1:1s and group work, ensuring the material is easy to deliver whilst providing the best possible quality of training to the learner.Providing 1:1 digital training in a variety of different aspects and situations, from basic digital skills in Windows, iOS and Android through to productivity and job application training, utilising tools like Microsoft Office and Indeed.Running drop-in, engagement events and gadget shows to promote the aims of the project and invite participants to sign-up. Liaising with partners and other external companies to book events and find opportunities to collaborate. Ensuring all administration – physical and digital – is completed to a very high standard as required by the stringent processes of the lead partner, ensuring that we are meeting all targets. Show less

First line support (telephone and e-mail) for broadband, Office 365 and Hosted Exchange, domain names and hosting, and private branch exchange, diagnosing and fixing faults at either the customer end or on the network. Providing case management for complicated issues, liaising with other departments and keeping the customer updated from the initial fault report through to resolution. Coaching new starters during their first initial weeks on the phone, assisting them in the practical… Show more First line support (telephone and e-mail) for broadband, Office 365 and Hosted Exchange, domain names and hosting, and private branch exchange, diagnosing and fixing faults at either the customer end or on the network. Providing case management for complicated issues, liaising with other departments and keeping the customer updated from the initial fault report through to resolution. Coaching new starters during their first initial weeks on the phone, assisting them in the practical application of their training on the internal systems and communicating with end users. Show less

First line online (telephone) support for BT Mobile, Broadband, Infinity and PSTN products, diagnosing faults, remotely fixing issues at either the customer end or on the network, and booking engineers where necessary, explaining problems and solutions. Working to process to ensure maximum cost efficiency whilst providing the highest quality support possible, handling 80% of faults at first point of contact. Floor walking to support colleagues and new recruits with more complicated… Show more First line online (telephone) support for BT Mobile, Broadband, Infinity and PSTN products, diagnosing faults, remotely fixing issues at either the customer end or on the network, and booking engineers where necessary, explaining problems and solutions. Working to process to ensure maximum cost efficiency whilst providing the highest quality support possible, handling 80% of faults at first point of contact. Floor walking to support colleagues and new recruits with more complicated technical issues, and offering spot training in these cases where possible. Show less

Starting as the sole technical support agent for an online web design tool, and progressed to technical support manager for all of the company's products. Responsible for 1st and 2nd line support, ensuring customers were given support for web design products via several means including phone and e-mail, explaining problems and solutions in simplified, non-technical language.Ensuring that all methods of support were up-to-date and authoring further material such as manuals and help… Show more Starting as the sole technical support agent for an online web design tool, and progressed to technical support manager for all of the company's products. Responsible for 1st and 2nd line support, ensuring customers were given support for web design products via several means including phone and e-mail, explaining problems and solutions in simplified, non-technical language.Ensuring that all methods of support were up-to-date and authoring further material such as manuals and help guides. Spearheading the creation of new help content and delivery methods, such as video tutorials.Providing teaching and coaching sessions to resellers and partners on how to use the product and how to support their own end users. Show less