Stuart Cullen Email & Phone Number

Wolverhampton

The support management and design of enterprise management systems including anti-virus patch management, software distribution and asset management.The design, build and testing of standard images (gold Builds)The design and implementation of desktop encryption solutionsManagement of remote deployments of software applicationsCary out analysis, evaluation.

• To design and develop quality solutions that meet defined business requirements.
• To assist in the package evaluation process and liaising with third party suppliers to ensure any bought solutions meet the business requirement and IT standards.
• To assist shaping and/or defining of new projects so that they are implemented efficiently and effectively.
• To provide 3rd line support, providing strong problem analysis and solving capability, ensuring a root fix is implemented where applicable.
• To apply the standards of best practice so that consistent quality standards are maintained.
• Drive the business forward – proactively look for innovative ideas/products to help the business to succeed.

• To Support projects and project managers through analysis and risk assessment.
• To be responsible for rolling out all SMS packages
• To investigate and resolve the failure of a package installing/corrupt SMS client etc.
• The creation of new SMS packages including the deploy testing of new packages.
• Management of the SMS server including regular housekeeping to remove old packages.
• Perform requests for rebuilds to be carried out via SMS.

• To provide reactive IT support to Britvic users for 1st line Business SAP & Siebel queries, 1st & 2nd line Client support and Action requests (Access & peripherals). Ensuring this service is delivered in line with the.
• Build Business relationships and actively promote IT at every contact
• Whilst being cross skilled, command an extensive knowledge of Business processes
• To provide a speedy response to all IT related queries with the aim to increase customer satisfaction by reducing call wait times and abandoned calls.
• To accurately diagnose and fix system navigation and IT related technical faults, across all platforms and within agreed service levels.
• To provide full technical analysis prior to passing the problem to an Internal or External Support group/supplier.

• Allocation of breakdown jobs to Technical Service Representatives out of hours.
• Decisions that relate to complaint resolution.
• Negotiation / Agreement with customers for fixed appointment.
• Decisions that relate to enquiry resolution.
• Product movement in line with company procedures
• Resolution of maximum service calls at source/first point of contact

• Effectively question the customer to clearly understand the nature of the call / fault.
• Utilise Siebel Solutions to diagnose & fix service calls at first line wherever possible.
• Record decisions in an accurate and timely manner in line with customer standards and charter ensuring excellent customer service is executed
• Utilise systems effectively to aim to resolve complaints at first point of contact or escalate appropriately to deliver improved customer service.
• Assist Resource Management & Duty field manager ‘out of hours’ ensuring maximum customer service to our customers.
• Support and assist any departmental project work / tasks to ensure efficiency standards can be achieved.

Implementing pay as go when was first launched. This was an exciting time for Vodafone and allot of configuration was needed at the backend to help this new way of non-contractual mobile phones to get into the market, since that day we launched it became clear it was a highly successful business model.

Providing a link between the customer and the head company in Germany was a main focal point, i was the link between HQ and the customer also providing technical advice on breakdowns and spare parts, liaising back with head office.

Gnvq Adv + Foundation Equivalent To Degree

Education record