Sam A Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

Working within the profitability management team to help ensure we are delivering a great service to our clients whilst also ensure the company continues to remain profitable from a global perspective.

London, England, United Kingdom

OpenMarket is now fully integrated as an Infobip company. My current responsibilities involve transitioning my previous role into the wider HQ team at Infobip

London, United Kingdom

 Working with the global service delivery team, based in both the US and the UK, to ensure provisioning requests are managed and dealt with accordingly through Salesforce. Building knowledge base articles for the team to improve and implement new processes. Working with suppliers to ensure timelines are met with major Global telephony vendors.- Managing our internal repository for all UK telephony suppliers and ensuring this is reviewed periodically. This involves contact details, UK Short code submissions and deadlines plus various processes we have put in place for each or these. The suppliers includes but not limited to O2, Vodafone, EE, Virgin Mobile, Three UK and Sky Mobile.- Acting as an escalation point for our support team.

St Albans, United Kingdom

This position is to help directly with our key managed service customers along side the Service Delivery Managers. This includes the following:Process and Co-ordination Management:- Ensuring processes and procedures are working correctly as well as updating them as and when required.- Ensuring engineers have correct access to all our managed service customers.- Ensuring client expectations are met and are in line with Service Level Agreements and the clients contractSupplier Management:- Managing our 3rd Party suppliers with our manage service customers Knowledge Management: - Ensuring Manage Services Knowledge Bases are accurate and up to dateProblem Management: Assist Service Delivery Managers with:- co-ordination of Problem Management calls- tracking and documenting Problem Management issues and actionsRoot Cause Analyst: Assist the Service Delivery Managers with:- co-ordinating Root Cause Analyst investigation- prepare Incident Report- prepare Root Cause Analysis reports- co-ordinating customer facing meetingsReporting- create Service Review Packs- run and document all reports and stats required for the Service Review Packs- analyse incidents for trends- ensure the accuracy of data being collected- generate bespoke reports for Managed Service customers

St Albans, United Kingdom

Incident Manager, Modality Systems (St. Albans) July 2015 to Present Responsible for ensuring all tickets are dealt with and managed accordingly Reporting directly with the Support Team Manager in order to drive new changes around the service desk Producing weekly/monthly reports on the service desk to generate trends and to pass onto our customers Ensuring SLA’s are not breached across the support desk Ensuring a successful operation of the entire service desk during UK hours and providing feedback to other engineers/regional managers in our US and Australian officesInvolved in creating procedures/workflows for ticket processesDirect communication with all engineers regarding specific tickets and providing feedback with daily reviews if requiredHeavily involved in improving our service desk to ensure operations run smoothlyInvolved in a potential change of our service desk tool (Currently Service Now)My most recently completed project has involved a full overview of how we want our service desk to be. This includes all aspects from Incident Management, Customer and our Service desk.

St Albans, United Kingdom

IT Support Engineer, Modality Systems (St. Albans) September 2012 to July 2015 Primarily working on 1st and 2nd line Support tickets Assisting in 3rd Line ticket’s to gain further experience Excellent communication skills due to extensive phone and Instant message support Strong Experience in Supporting Microsoft Lync/Skype For Business Gathering weekly and monthly Statistical data  Daily interaction with SQL, Active Directory, Microsoft Server 2008/2012 and Microsoft Office Suites/Office 365 Supporting over 50 different support customers Helpdesk experience with Service Now, SpiceWorks, ZenDesk and Remedy Providing online training, FAQ documents and user guides  Motivating and allocating roles for other members of support

Computer Science

During the final year of my course I particularly enjoyed Digital Entertainment Systems and Empirical Evaluations in Software Engineering..

Bsc (Hons), Computer Science, Upper Second Class 2:1

Activities and Societies: Mars Kick About (Football) Hertfordshire Sports Village CentreFinal Year Modules: Digital Entertainment Systems.

Education record

A Levels: Government and Politics - C, Business Studies - D, ICT - E GCSE: Five A-C including English Literature, English Language.