Jerome Chola

Stevenage, Hertfordshire

SG* *PX

Mobile 078**-******

acce5p@r.postjobfree.com

● Good IT skills

● Customer Service

● Problem solving

● Planning and Organising

● Team Player

● Excellent Communicator

● Analytical

● Manage own priorities

● Reliable and flexible

● Meets targets. Deadlines, SLAs

Capita Right Document Solutions

Capita RDS is specialised in providing leading edge document technology and associated services for clients’ cost of document management and print services.

Service Controller Feb – Dec 2013

• Receive and log incoming customer service calls and consumable orders in a professional and efficient manner.

• Deal with first time fixes for simple customer calls.

• Plan, schedule and despatch field engineers to ensure response times are met on service calls and maximum productivity is achieved.

• Log details of parts required by field engineers and chase stores for parts delay.

• Manage calls passed to a subcontractor requiring service outside current service catchments.

• Report potential delays to Service Control Supervisor/Service Manager.

Aeroflex Ltd,

Aeroflex is a worldwide provider of highly specialised test and measurement equipment to the aerospace, defence, mobile, broadband and advanced manufacturing industry.

Customer Support Analyst 2012 – 2013

Covering the EMEA region supporting approximately 800 clients in various industries.

• Met targets for first line support – escalating to 2nd line where appropriate.

• Single point of contact into Aeroflex for Regional Service Centre – managing provision of spares.

• Quoted repairs/replacement costs to clients and monitored service progress to meet agreed turnaround times.

• Managed customer expectations when issues arose in the process.

Fujitsu Ltd, Customer Services Technician 2007- 2012

• Analysed network services calls for fault and resolution using in-house diagnostic tools.

• Contacted end users and internal service delivery units.

• Provided support to engineers on customer sites.

• Provided back-up network to end users.

• Escalated incidents.

• Managed queues of allocated calls promptly and accurately.

• Resolved email queries from the team mailbox.

• Completed daily network status reports.

• Proactively investigated sites running on back-up.

Fujitsu Ltd, Field Resource Service Controller 2005 - 2007

• Scheduled service calls to engineers within specific UK geographical areas.

• Prioritised calls to ensure SLA conformance.

• Provided engineers with single point of contact.

• Spares resource.

• Liaised with the customer and external contractors.

Achievements

Oct 2010 Team member of the month, Fujitsu Services Ltd

June 2009 Team member of the month, Fujitsu Services Ltd

Jan 2009 Fujitsu Lean Champion for work place standardization for business service improvement

Feb 2008 Part of the Fujitsu Communications Management Team Bronze award for enhancing reputation by achieving together, delivering results and making an impact

Her Majesty’s Court Services – Administration Clerk (Temping) 2005 - 2005

MFI Ltd – Customer Services Technician – after sales customer care 2003 - 2004

Education

The Open University. BSc (Honours) Computing and IT (studying towards qualification)

Modules in progress and completed

2013 An introduction to business studies

2012 Cisco Networking (CCNA)

2007 Information & Communication technologies

2006 Data, computing & information,

1989 – 1993 Munali Boys School (Zambia, Africa) GCE

Contact this candidate