Simon Cox Email & Phone Number

Whaddon, Gb

Whaddon, Gb

Managing the daily operations of the support and onboarding team, delivering exceptional customer service whilst designing and implementing process to drive forward a newly launched business.Achievements include:- Successfully onboarded over 7000 agents at the launch of the business- Continual design and implementation of processes as the business grew through its lifecycles- Mentored, coached, and empowered 16 direct reports- Coached and supported the team to deliver engaging and informative customer training- Created process documentation to support the operations of the team- Coached and mentored a Team Leader new to a leadership role- Created new team structures to enable flex and guarantee high levels of customer service

Brackley

Managing the daily operations of the support teams, delivering exceptional customer service within a leading cloud-based property software solution, supporting the ongoing growth of property agents.Achievements include:- Successfully managing, motivating, and supporting 1st, 2nd and 3rd Line Application Support Teams, driving forward customer excellence through enhancing individual and team performance- Consulting with customers to achieve successful resolutions whilst implementing service improvement plans to enhance the service- Delivering Customer Service Excellence in terms of incident handling, fault resolution, knowledge centre content and complaint resolution- Achieved a Net Promoter Score of 100 for 4 consecutive months within 2020- Successfully contributing towards business strategy, working closely with, and supporting all departments within the organisation- Ensuring all support tickets were answered promptly and professionally with the continual monitoring of the quality of support provided- Overseeing the recruitment process, interviewing, and onboarding of staff- Preparing and creating regular team performance reports, identifying staff training by building and implementing a skills matrix highlighting areas of growth and development for career progression

Solihull, England

- To ensure that a high quality service is provided primarily to external customers and also internal where appropriate. - To deliver service to agreed Service Level Agreements.- To identify opportunities to improve services and IT Service Management processes.- Manage a team of helpdesk analysts and ensure that agreed targets are met and high qualitative standards achieved. - Develop and implement robust processes based on industry best practice to ensure that a high quality service is provided primarily to external customers and internal customers where appropriate. - Implement methodologies to improve first call resolution for the customer. - Design and develop an enhanced reporting structure, which ensures the early identification of product faults and ensures minimum risk to the business. - Analyse help desk activity and make recommendations for increased organisational efficiency and effectiveness. - Train helpdesk staff to ensure that support is provided in a consistent manner. - Implement staffing and scheduling models to ensure guaranteed coverage to the business. - Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support. - Analyse help desk performance through various statistical and reporting methods.- Produce weekly and monthly KPI as part of formal management reporting.- Work as part of the Support Operations management team as an architect of change.- Attend and chair meetings with senior colleagues and customers as required.- Manage 3 separate Application Teams across 3 independent Service Desks, including management of remote personal.

Marlow

- To take responsibility for the day to day supervision of the Service Desk Team, including carrying out appraisals and objective reviews in line with company procedures- To work unsupervised on “out of hours” support or at a customer site.- To deputise for the Service Desk Manager when necessary.- To assist in the development team members through optimum task assignment and provision of support, guidance and training to ensure that a high level of productivity is maintained at all times.- Provide technical assistance and support, either formal or informal, for more junior team members, thereby assisting in increasing the skills level of the team and assisting its development.- To work as part of a team as well as lead.- To investigate and provide solutions for issues raised either from client calls to the help desk or from internal sources. Where necessary, to work with customers and colleagues and gather necessary information to agree a solution.- To produce clear specifications relating to user problems to ensure timely and efficient solutions.- To carry out testing and investigate and report errors found.- To control the number of issues open on the help desk. To maintain comprehensive support statistics and be able to identify trends.- To analyse these trends and work closely with the Development and Technical areas to take action to fix or escalate to minimise impact on clients.- To maintain and monitor targets in line with Key Performance Indicators set.- To deal with more formal customer escalations, investigate these and respond to customers appropriately referring to the Service Desk Manager where necessary.- To use the formal issue control systems in place, train others in their use and be responsible for the quality of the information recorded. Follow the strict rules for the control of code.- Have an excellent “bedside manner” when dealing with clients, taking the lead in dealing with the most difficult situations.

Harrow, United Kingdom

- Provide issues resolution and consultancy support for a specialised technology category, involving decision making that affects a range of products and their integration with other areas.- Advise and coach senior managers and colleagues on relevant approaches and designs, contributing knowledge of technical developments in areas of expertise.- Advise and deal with the impact of infrastructure changes across all major areas of IT, taking into account long-term strategies.- Lead or provide input into design and development of infrastructure solutions, carrying high risk / opportunity for the business.- Contribute towards company policy concerning IT security.- Contribute towards the design direction of IT infrastructure, aligning with needs of those developing application and business areas.- Responsible for co-ordination / resolving system performance problems, and ensuring requirements for infrastructure changes are planned for and that capacity recommendations are developed which inform current and future system design.- Analyse and interpret performance trends across a range of products, ensuring long-term implications are understood.

High Wycombe

- Provide effective first line telephone support to all systems users.- Responsible for the day to day maintenance and development of the Royal Blue Help-Desk software, including front and back-end design and structure. Preparation and design of any requested reports.- Responsible for the day to day maintenance and support of the Gold-Mine Contact Management system, duties include all system upgrades, database maintenance and manipulation, all administrative tasks, development – testing – and migration of any system environment changes.- Support of all remote sites accessing systems, including creating and configuration of remote laptop systems.- Responsible for making approved changes to the company web-site.- Provide technical support to the IT Help-Desk.- Provide support and assistance to the development team during the analysis phase of all development projects and changes.- Investigate and decide upon appropriate action to be taken on action requests raised by users. - Administration of all user login’s and access rights on the network in accordance with company security policies.

High Wycombe

- Installation and implementation of new hardware / software packages and maintenance of existing software by updating, configuring and installing new versions when required.- Administration of all users login’s and access rights on the network in accordance with company security policies.- Responsible for the daily control and maintenance of network operating systems by attending to file servers and file systems.- Providing telephone support and guidance to all users and investigate reported errors in hardware and software by prioritising matters and deciding upon appropriate courses of action.- Maintaining security on PC’s and networks by securing personal directories, ensuring that standards are adhered to and to report any infringements to Business Support Managers.- Providing regular updated reports to Business Managers on activity and outstanding tasks.- Maintenance of inventories of all hardware and software used within the company and call logs of all reported faults.- Management of the file storage on servers.- Maintaining an awareness of new PC applications and developments, obtaining process for purchasing of hardware and software and to make recommendations on enhancements when appropriate.- Providing training and assistance to staff using new software or new version of software in relation to their job profiles.

High Wycombe

Duties outlined as PC Support Analyst but under direct supervision.

High Wycombe

- Training in all in-house systems and processes, and in relevant software and technical support issues.- Assisting with establishing and moving PC connections as required.- Providing day-to-day support for network and telephone systems.- Processing various reports to ensure satisfactory operation of the network.- Assisting with maintenance duties for the file servers, including upgrades, installing users, configuring the file servers, etc.- Assisting with maintenance duties for the telephone system, including moving telephone, allocating numbers, problem troubleshooting, setting up hunt and distribution groups, setting up correct security access rights in accordance with company security policies.- Administration of the company’s mobile phones, checking costs, handling invoices, dealing with all technical problems, purchasing of phones, hands free car kits and accessories.- Contributing to office moves by ensuring effective relocation of telephone and data points.- Assisting with network security design, configuration and testing.

Aylesbury And High Wycombe

Education record

GCSE Qualifications: - Information Studies (A). English Language (B). English Literature (B). Mathematics (C). Business Studies (C)..

Education record

A/S Level Qualification: - Business Studies (D).