Thomas Sproat Email & Phone Number

Isleworth, Gb

London, England, United Kingdom

Providing services & technical maintenance for Ethernet Circuits up to 10GB.The expertise I have gained since joining this role include SFP understanding along with SFP plus, Network Switches & the formation of Ethernet circuits from 100Mb to 1000Mb. This role includes: - Dealing with high priority escalations and service-related issues on strict SLA's.- Providing excellent customer service via an online communication portal (live chat) , over the phone or via email… Show more Providing services & technical maintenance for Ethernet Circuits up to 10GB.The expertise I have gained since joining this role include SFP understanding along with SFP plus, Network Switches & the formation of Ethernet circuits from 100Mb to 1000Mb. This role includes: - Dealing with high priority escalations and service-related issues on strict SLA's.- Providing excellent customer service via an online communication portal (live chat) , over the phone or via email whilst implementing technical remote support. - Designing better solutions to keep within SLA- Tight communication between other teams within Sky such as NOC/IP to ensure we diagnose each raised incident to Sky standards.- Contacting Openreach to investigate circuit faults which we have proven BT are liable for. Show less

St Albans, United Kingdom

The End user role successfully taught me about a wide range of devices from Apple to Android in order for me to troubleshoot with the customer and allow me to fully understand the workings of the device settings & possible problems that may arise.Delivering the highest standards of B2B and B2C support to WiFi clients ensuring timely fault and complaint resolution of support issues, within KPI’s/SLAs to ensure customer satisfaction and retention.Gathering information for system… Show more The End user role successfully taught me about a wide range of devices from Apple to Android in order for me to troubleshoot with the customer and allow me to fully understand the workings of the device settings & possible problems that may arise.Delivering the highest standards of B2B and B2C support to WiFi clients ensuring timely fault and complaint resolution of support issues, within KPI’s/SLAs to ensure customer satisfaction and retention.Gathering information for system requirements, finding and recommending solutions, and documenting processes.Data gathering and report compiling on both team and customer issues. Show less

St Albans, United Kingdom

• Focusing on customer service venue support and proactive venue monitoring. • Managing inbound and outbound calls.• Responding to queries (via telephone, e-mail or internal tickets) regarding installations, billing queries or other Wi-Fi related issues• Perform day-to-day duties on networking and systems related to the edge (venue) network infrastructure• Ensuring timely fault and complaint resolution of Venue & End User issues within SLAs and to meet customer and estate wide… Show more • Focusing on customer service venue support and proactive venue monitoring. • Managing inbound and outbound calls.• Responding to queries (via telephone, e-mail or internal tickets) regarding installations, billing queries or other Wi-Fi related issues• Perform day-to-day duties on networking and systems related to the edge (venue) network infrastructure• Ensuring timely fault and complaint resolution of Venue & End User issues within SLAs and to meet customer and estate wide specified KPIs to ensure customer satisfaction and retention• Deliver the highest standards of B2B and B2C support to Venue Customers & End Users• Broadband troubleshooting and debugging of issues• Liaise with Suppliers (both internal and external) to ensure speedy resolution of issues• Manage escalations for all venue related technical issues, product and technical questions from 1st line Support teams and 3rd party engineers. • Monitor and report on edge down and uptime to management, using a mixture of customer reports and remote access tools• To continuously develop knowledge of the edge network, including routers and DSL connection Show less