Tom Locke Email & Phone Number

Wokingham, England

Wokingham, England

Egham, Uk

Point to Point was acquired by HCL Technologies.Receiving and processing calls from our customers and 3rd parties both by telephone and email for both Managed Service and PCP customers;Troubleshooting and owning support tickets and service requests.Completing change requests.Ensuring that call log data is accurately recorded and submitted in timely manner;Supplying customer and 3rd parties with timely updates on call progress;Escalating Incidents/Service Request that cannot be resolved quickly or within Service Level in a timely manner;Investigating problem records;Identification and documentation of workarounds for repeat Incidents;Daily monitoring checks across our applicable Managed Service accounts ensuring an audit history of checks is logged and maintained;Resolution or escalation of issues presented as part of the daily monitoring Checks;Identification of re-occurring issues presented as a result of monitoring checksMonitoring and ensuring the screens in the Technical Service Centre are working and up to date;Raising fault tickets on our call logging applications;Assisting with customer ad hoc reporting as and when required;Following ITIL StandardsI have acquired skills in the below technologies;Citrix XenApp 6.5+Citrix XenDesktop 5+Citrix XenCentreGoogle GSuiteLakeside Systrack monitoringHornbill SupportWorksBMC RemedyServiceNowMicrosoft SCCMMicrosoft SCOMAppSenseMicrosoft PVS

Wokingham, Uk

Point to Point was acquired by HCL Technologies.Receiving and processing calls from our customers and 3rd parties both by telephone and email for both Managed Service and PCP customers;Troubleshooting and owning support tickets and service requests.Completing change requests.Ensuring that call log data is accurately recorded and submitted in timely manner;Supplying customer and 3rd parties with timely updates on call progress;Escalating Incidents/Service Request that cannot be resolved quickly or within Service Level in a timely manner;Investigating problem records;Identification and documentation of workarounds for repeat Incidents;Daily monitoring checks across our applicable Managed Service accounts ensuring an audit history of checks is logged and maintained;Resolution or escalation of issues presented as part of the daily monitoring Checks;Identification of re-occurring issues presented as a result of monitoring checksMonitoring and ensuring the screens in the Technical Service Centre are working and up to date;Raising fault tickets on our call logging applications;Assisting with customer ad hoc reporting as and when required;Following ITIL StandardsI have acquired skills in the below technologies;Citrix XenApp 6.5+Citrix XenDesktop 5+Citrix XenCentreGoogle GSuiteLakeside Systrack monitoringHornbill SupportWorksBMC RemedyServiceNowMicrosoft SCCMMicrosoft SCOMAppSenseMicrosoft PVS

Wokingham, Uk

Receiving and processing calls from our customers and 3rd parties both by telephone and email for both Managed Service and PCP customers;Troubleshooting and owning support tickets and service requests.Completing change requests.Ensuring that call log data is accurately recorded and submitted in timely manner;Supplying customer and 3rd parties with timely updates on call progress;Escalating Incidents/Service Request that cannot be resolved quickly or within Service Level in a timely manner;Investigating problem records;Identification and documentation of workarounds for repeat Incidents;Daily monitoring checks across our applicable Managed Service accounts ensuring an audit history of checks is logged and maintained;Resolution or escalation of issues presented as part of the daily monitoring Checks;Identification of re-occurring issues presented as a result of monitoring checksMonitoring and ensuring the screens in the Technical Service Centre are working and up to date;Raising fault tickets on our call logging applications;Assisting with customer ad hoc reporting as and when required;Following ITIL Standards

Wokingham, Uk

Apprenticeship through ITSkillsMan, ultimately achieving a Level 3 Diploma in ICT Professional Competence.

United Kingdom

Software and hardware testing, bug reporting, reviewing, communication, photography, networking

Woodley, Reading

Responsible for:Customer service and problem solvingStock checkingStaff trainingCash handing and securityManaging customer complaints

United Kingdom

Testing Nokia/Microsoft Lumia handsets and making video reviews and walkthroughs. Also writing up reviews freelance for companies such as Vodafone, EE and O2

A Level, Computer Science, Business Studies, Photography

Studied Computer Science, Business Studies and Photography at A-Level. Helped the school as much as I could with photography needs.

Education record