Robert Williams Email & Phone Number

London, United Kingdom

London, United Kingdom

London, United Kingdom

Sunbury On Thames

Twickenham, United Kingdom

Responsible for the resolution of AV and VC faults reported via service desk.Logging calls accurately and to AVM Impact standards in the call management system.Follow all internal processes to ensure service activity targets are met.Working within the team to build relationships with colleagues and clients.Technical escalation point for clients,field engineers and service coordinators across the service desk.Appropriate escalation of incidents and requests to the Service Desk Team leaders.

London, United Kingdom

Cyntergy Services Ltd 06 – 11Senior Analyst(Aug 08 – Aug 11) As a Senior Analyst, I focussed on Networks and Telecoms provider contracts, with over 5000 MPLS connections between them.My main duties included:- Supervision of call chasing process- Management of the fault reporting email folder- Managing network providers- Assuring calls were resolved or escalated with in SLA- All P1 and global incidents were raised to Senior Management and relevant personal kept updated- Ensuring I was available for monthly service reviews with both clients and Telco partners, along with the production of monthly reports to highlight any outstanding issues- Supervision of calls chasing process and management of e-mail folder- Managing Network providers and assuring calls are handled with in SLA- Confirm overflow calls are being answered and auctioned- Ensuring P1 and Global situations were being handled correctly- Handling escalations and complaints- Maintenance of FLS (Internal Knowledge base)- Service Reviews and monthly reporting

Sunbury On Thames

1st Line Analyst (Jul 06 – Aug 08)After 8 years working in the catering and hospitality world I was provided with an opportunity of working in an IT support environment.This was a new role for me, and required me to demonstrate an ability to learn new skills quickly and effectively. I worked closely with senior members of the team whilst working effectively as an individual.My main duties included:- Remote 1st line fixes for Opera PMS and Micros Fidelio- Creation and amendment of accounts on Active Directory- Escalate to 2nd line and vendors and own fault to resolution- 1st line duties for busy Network provider contract (Dealing with Telco’s and Network engineers)- Epos support for retail outlets (Cybertill Epos Systems)

My main duties included:- Dealing with delayed or cancelled flights- Delivering a quick turnaround of organising rooms, food and travel back to airport- Acting as the passenger’s main contact while staying in the hotel for airline queries- Communicating and handling unsatisfied clients due to their delays

- Managing a team of up to11 people- Opening and closing of bar- Staff training- Scheduling- Monthly stock takes- Organising weekly entertainment nights for hotel guests