Steve Moore Email & Phone Number

Fleet

Reading, United Kingdom

• Appointed on contract to service desk responsible for Citrix servers and applications and the EE and H3G radio networks with a brief to manage faults and service requests and improve supplier and customer relationships.
• Successfully improved customer relationships and ensured faster responses to communications due to ability to understand their technical problems; this also ensured the correct incident information was passed to.
• Managed telephone and e-mails communication from clients re faults to identify problems prior to raising incident tickets and passing to technical departments to action in order to meet agreed SLAs.
• Validated incidents, communicating impact and escalating to Back Office teams.
• Managed Active Directory user account and Netact user profile administration.

Reading, United Kingdom

• Appointed with remit to manage high priority faults (i.e. loss of 100 sites on the radio network). Worked within a team of 4 staff; reported to Real Time Operations Manager.
• Management of Priority 1 and Priority 2 incidents; quickly provided notifications and impact assessments with estimated time to reinstate network; communicated to operations support teams and stakeholders in EE and H3G.
• Highly pressurised environment needing to meet client’s agreed SLAs; Priority 1 network needed to be up and running in 4 hours and Priority 2 in 8 hours.
• Successfully improved communication and relationships with Network Operations Centre (NOC) duty managers in key suppliers BT, Openreach and Virgin Media; managed to achieve a higher percentage of priority faults fixed.
• Provided daily key customer report listing and communicating progress (via e-mail or conference calls with client’s Operations Manager) on up to 20 high subscriber-impacting faults.
• Produced concise and easily understandable Major Incident Reports (5 – 8 pages); this included impact summaries and technical detail, providing 10- 15 reports/week to management.

Reading, United Kingdom

• Appointed with remit to oversee planned works across the EE and H3G mobile networks managing planned service interruptions from start to completion. Reported to Lockdown and Permit Manager.
• Acted as 1st line RAN support for field engineers and site deployment contractors, shutting down transmitters to enable safe repair or changes to hardware; work load 85% upgrade / 15% repair.
• Improved night shift process to more effectively manage network-wide unauthorised cell lockdowns to maximise network availability. Ensured all cells were checked and no engineer was on site at night to meet correct H&S.
• Logged planned works and cell site access on network; raised and managed prioritised trouble tickets using Remedy-based incident management system.
• Planned outage monitoring and proactive intervention preventing service impact overruns.
• Carried out Base Transmission Station administration and fault diagnosis via UNIX and Citrix-based network management tools.

Maidenhead

• Managed incident management, ticket queue prioritisation and SLA progress monitoring and assurance. Managed 10 technical direct reports. Reported to 3rd Line Technical Support Manager.
• Set up new in-house team (including training, coaching, mentoring and one-to-one goal setting and reviews to support and achieve team goals).
• Involved in the successful service transition of 3rd line technical support for a new domestic customer femtocell signal booster service ‘Home Signal’.
• Managed the communication of high priority incidents and VIP investigation to stakeholders.
• Provided technical analysis of customer issues; compared customer network usage logs with cell availability and other radio performance KPIs.
• Technical hub for the 3UK Executive Office, Contact Centre and OFCOM Sitefinder.

• Appointed to manage team of 14 engineers conducting planned works across the EE and H3G mobile networks managing planned service interuptions from start to completion. Reported to Lockdown and Permit Manager.
• Created the first work instruction and training documentation for the engineering team.
• Managed the increase in the number of calls dealt with per shift from 300 to 800 in 2 years whilst maintaining low call waiting times and queue length.
• Reduced response time from 10 mins/call to below 5 mins/call answering technical network access requests.
• Designed and produced reports on process breaches and failed planned works.

Proactive telephone and email communication with T-Mobile customers, contractors and staff to resolve issues of cell site access.Reporting on SLA-breaching high-priority incidents retrospectively to provide succinct summaries covering causes, impacts and resolutions.Responding to enquiries from the public and landlords regarding cell site safety concerns.

Interviewing, hiring and training temporary and agency staff;Engaging and liaising with third-party contractors for large scale projectsArranging courier services to transport questionnaires;Meeting with senior staff to discuss project timeframes, resourcing and data entry/editing formatsData entry into Excel spreadsheets, including product, cost and.

Bsc, Sound Design Technology

Btec, Music Technology