Tim C. Email & Phone Number

Brisbane, QLD, AU

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

London

• Work to an ITIL framework
• Manage a major transformation of an operational service desk comprising of implementing and developing a new tool for incident management.
• Utilise strong critical decision making and crisis management skills to resolve numerous priority incidents for broadcasters and telecos; achieved recognition by external stakeholders BT’s Operational and Service.
• Responsible for Incident, Request, Change, Problem and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities
• Hold daily operations calls attended by the CTIO of BT, customer service reviews, and mid-incident KCI
• Accountable for the recruitment, training and direct management of UK and overseas Service Desk Engineers, maximise productivity through ongoing performance monitoring and review

Cambridge, United Kingdom

• Developed and managed a high performing team of Network Engineering and Change teams tasked with driving continuous improvements on both repair activities and Incident Management on UK Power, Transmission and IP.
• Identified training and development needs through job analysis, appraisal schemes and regular 1-2-1s
• Managed all incidents related to BT’s Networks portfolio. Focused on WDM Transmission systems
• Management of Wholesale and Global Optical Connect circuits
• Services included OLOs, blue light services, air traffic control, ‘defence of the realm’ services, United Kingdom (UK) traffic lights, TV Media & Broadcast, ATMs, UK Mobile Network Operators, and UK broadband services
• First point of contact for all escalated complaints and queries, followed up to ensure resolution

Norfolk, England, United Kingdom

• Managed and developed a team of 24 Engineers to deliver super-fast broadband to the UK, through a variety of motivational and analytical techniques
• Owned recruiting, objectives setting, coaching and performance monitoring staff
• Promoted compliance and Health and Safety by undertaking safety checks on a regular basis, delivered coaching on technical aspects at a one-to-one level to increase confidence and reduce shortfalls ensuring the BT code.
• Enhanced customer journey by liaising with customers to ensure that quality and delivery was maintained to the highest standard
• Identified and resolved failures, discussed issues with customers reaching successful conclusions

Cambridge, United Kingdom

• Joined Openreach to gain a career in a preferred industry gaining qualifications as a customer service engineer.
• Knowledge was developed and skills were increased to understand the technical network.
• The role included coaching the team and maximising their knowledge on testing, and increasing their productivity.

Addenbrooke's Hospital Cambridge

• Concluding a career in the British Army and gained a position as Physician’s Assistant at Addenbrookes Hospital in Cambridge.
• Supporting physicians and other healthcare professionals by performing various procedures. Managing clinics in a community surgery prioritising work according to demand and importance.
• Working in a unique team in a high stress environment.

• Joined the Army as a junior apprentice and completed basic and trade training. Joined first unit in 2002 as a crew member working in a small team on Challenger main battle tanks and armoured personnel carriers.
• Attended various courses in stores accounting, control equipment, communications equipment and mechanical engineering equipment, carried out repair, fault finding and servicing of various other engineering equipment.
• Completed tours overseas in high stress environments and completing classified operations.
• Managed various diverse teams out of normal role in support of operational requirements in stressful situations. Worked in an Army adventure training centre achieving the role of instructor.

Education record

Itil