Tim Rees Email & Phone Number

Reading, United Kingdom

Guildford, United Kingdom

Working as part of the GSS High Touch Client Support Team, acting as Lead SPOC for the BT/Royal Mail Group account. Responsibilities include:First point of contact for the dedicated BT/Royal Mail helpdeskCreating, investigating and managing all customer related issues for a large Contact Center clientResponsible for management and resolution of critical escalationsAttend Service reviews when required, working closely with the Client Support Manager to maintain the high levels of service and efficiency we provideSupporting BT in relation to the Scope/Implementation of any new products and services required by Royal Mail Group. Interface with the BT Helpdesk, Data, Network and Project Teams for this purposeCollaborating with the SRM team to ensure smooth, and efficient Software and Firmware updates across the Royal Mail Estate. These include Core, LSP, ESS servers, and individual Board upgradesChecking Customer entitlements in relation to any Maintenance work, and bespoke requests for services and supportAcquiring Product/technical knowledge required for service deliveryProviding support on Avaya PBX, call centre and Voicemail solutions for High Touch and Corporate clients (including American Express, AT&T, IBM, Citigroup, Lloyds Banking Group

Joined the UK ‘Premium Team' from the UK NOC, a dedicated support team responsible for the fault management of Large Corporate clients. Responsibilities for this second line support role include:Solely responsible for managing and remotely troubleshooting up to 60 customer faults per month (up to and including patching and reprogramming of the operating system) Monitor the Network for system generated alarms, to identify Network outages and take preventative action where necessaryCustomer support management of VPN clients and administering new VPN equipmentPerform in-house testing of equipment, to replicate Customer Issues in the Lab and identify the cause and resolution. Attend customer site when required to implement any changesManagement of field dispatch for engineers to attend site throughout Europe in accordance with the customers' requirements. Organising the procurement of parts and managing customer issues for the duration of the fault. Coordinating Conference calls between the customer and technical teams. Providing remote support whilst keeping within strict customer SLA'sChecking Customer entitlements in relation to any Maintenance work, and bespoke requests for services and supportProvide system availability reports to the Customer Account Manager on a monthly basisAcquiring Product/technical knowledge required for service deliveryProvide Technical training to customers and Business Partners on products and solutionsCreating, reviewing and approving knowledge base articles for internal and external use

Working as part of the Service Management Centre (also known as the ‘UK NOC'). A team dedicated to providing remote support to Medium/Large scale Managed Service Customers.Tasks include:Remote Monitoring of System AlarmsPerforming System diagnosticsImplementation of ‘fixes'24hr Callout on a monthly basisAttend Customer Sites when required to resolve issuesResponsible for Ordering parts / arranging field dispatch to restore service after a critical outage

Working for Octel Communications providing call receipt, and first line support for the BT Voice Messaging helpdesk. Systems supported within the BT contract included the Octel Serenade and Aria systems, as well as the BT Voicebank voice messaging system. Call receipt, created trouble tickets and performed first line troubleshootingUser education, data entry, dispatched welcome packs and user guides The Contract was undertaken with the initiative to improve the quality of service and efficiency offered to the BT Voice Messaging customers, this included rewriting processes, reorganisation of documentation and implementing new work practices and innovations.

Represented the escalation team within the Customer services department.Responded to written complaints and complex escalations from Corporate and private clientsAddressed all customer billing and technical issues. Negotiated account credits where appropriate

Interviewed new claimants, explained the benefits system and redundancy lawsActed as a mentor to job seekers. Provided support, encouragement and adviceArranged interviews with prospective employers for work placements

Itil Certification V3, Foundation Course

Achieved ITIL certification (V3), on 7th March 2014

Education record

Education record

Attended English Literature and Sociology

Education record

Education record

C and above