Robert Carter Email & Phone Number

Dunton, England, United Kingdom

Outline:Primary liaison between HCL Technologies UK Ltd and Ford Motor Company for all service provision, specialist technical and personnel issues. Provision of focused 1st/2nd line support, transitioning to fully remote support in 2020 and then hybrid in 2022. I wrote, implemented, and continue to maintain Windows CLI scripts to back up user data before Windows is reloaded, which abolished human error and drastically reduced customer data loss. Key Responsibilities:• Providing ‘One-stop-shop’ customer service for all IT issues within the UK users. Supporting customers through 1st level tasks - password resets/how-to, etc.• Triaging more extensive issues and providing 1st-party workarounds while issue is escalated to relevant teams.• Daily analysis and management of workflow to provide team support and maintain service levels and metrics.• Chairing and oversight of team meetings in the client’s absence.• Authoring and communicating team-wide announcements on newly discovered issues and on-going situations. • Specialist technical advisor, coach and mentor to other team members to help address performance issues and support development, with a focus on service expectations.• Supporting Windows and MacOS laptops and workstations, along with corporate iPhone/iPad and BYOD iPhone/Android devices.• Use of Microsoft Azure Management interface to request Microsoft 365 licenses as appropriate.

Brentwood, England, United Kingdom

Outline: Working across multiple large multinational contracts, I managed UK Field Service teams across 4 different customer sites and acted as Operational Service Delivery Manager to other Stefanini on-site staffing across multiple European countries. Key Responsibilities:• Ensuring Compliance with agreed SLAs and KPIs and reporting these to client management in Governance meetings.• Data / trend analysis and creating improvement plans or raising quality concerns as part of continuous improvement• Ensuring compliance with customer satisfaction targets, including follow-up with the customer when required.• Organise and take part in fortnightly meetings to facilitate 2-way communication between Incident Controllers/ServiceDesk and Field Service Teams.• Ensuring knowledge is captured and documented according to client specifications.• Scheduling on-call rotas, holiday/sickness backfill, and developing robust backfill solutions for regions that are yet to launch.• Liaison with external vendors to ensure resources are secured within budget and within the correct time-frame.• Analysing metrics and generating reports to be fed back to the customer.• Liaising with Service Desk, and ensuring best practices are adhered to throughout the life-cycle of an issue, and acting as a customer liaison for any issues that fall outside of this.• Conducting monthly reviews with staff to discuss metrics and other performance-related issues.• Scheduling resources to ensure cover is provided for sickness and holidays, and keeping up-to-date a Skills Matrix to ensure backfills are correctly skilled.• Undertake technical interviews in recruitment of Dispatch and Field Service Agents for various Stefanini contracts.Reason for leaving: TUPE to HCLTech Ltd.

Brentwood, England, United Kingdom

Following the dissolution of the ADS-GWS project, I transitioned to a role within Deskside services. Duties included processing issues raised by the Service desk using BMC Servicedesk and Cisco RequestCenter, investigating and resolving issues within agreed Service Levels. I supported a large range of industry-standard and bespoke applications.I also triaged printer/workstation hardware issues and liaised with vendors to ensure the timely resolution of issues.

Brentwood, England, United Kingdom

Acting as both 1st/2nd level support to global customer base via telephone and email, I investigated issues with public-facing websites, then resolving or forwarding to 3rd level as appropriate. I took ownership of publishing content, while ensuring accuracy and compliance to brand-defined standards. I liaised with global advertising agencies to ensure efficient communication of changes to online presence. As a small team covering a number of different time zones, strong teamwork and communication skills were key in ensuring that the workload was managed and resolved within our agreed service levels

Hammersmith, England, United Kingdom

Chelmsford, England, United Kingdom

Recruited to travel between various sites in UK and Europe, working on different types of Radar systems, including Tracking Systems, Surveillance radars and Electro-optic guidance systems. Set-up IP networks to communicate between different system components with minimal conflicts. Established a good working knowledge of UNIX, Linux and TCP/IP.Manage, plan and assist with Factory Assisted Tests and Sea Acceptance Tests.

Chelmsford, England, United Kingdom

Electrical And Electronics Engineering

Electrical And Electronics Engineering

Education record