Manager Engineer

Paul Barrett – Southampton, HANTS, *********@*******.***, 074**-******

Service DESK Management

Mr Paul Barrett is an experienced Call Centre / IT Service Desk Manager providing expertise and a single point of accountability, effectively managing and motivationg team members with ability to develop and provide direction, training and support. Ability to work alone or as a member of a team whilst remaining very customer focused. Postive, proactive with flexible a approach. Exceptional interpersonal and communication skills; maintaining customer satisfaction and interfacing effectively across staff levels whilst establishing strong, collaborative working relationships. Maintains continuity of service whilst supporting other project.

Professional Experience

08/17 – Present I am currently working on a number of temporary assignment for an agency whilst actively seeking permanent employment.

02/17 – 08/17 NHS Telecommunications - Service Desk Manager.

I effectively lead a team of of 24 plus 4 team leads in handing approx 10k weekly calls. Duties included emergency service calls, general inquries, first line IT support help desk, incident managements, request fulfillment, KPI’s, training and development, hiring, monthly 1 on 1’s, appraisals, rota’s plus all day to day business. Furthermore I was point of contact to assist other departments with new or ongoing projects. During this time I oversaw the relocation project of the 24/7 call centre post a four month refurbishment programe with minimal risk to service and patient safety.

06/15 – 02/17 Cloud Service Desk Delivery Manager – Novartis Pharmaceutical

I successfully managed the 2nd line Citrix support desk. Roles included inbound and outbound calls, incident and request fulfilment management whilst remotely piloting teams in India, Malaysia and the US. Through affectively applying governance, great communications and good old fashion customer service I was able to meet my agreements and achieve customer SLA’s and improved customer CSAT scores by over 40%.

02/13 – 06/15 ADSL Service Delivery Department Manager – OKIN BPO/Verizon

I managed a team of delivery managers from PM’s to order verification plus order entry. My duties included point of contact, training, liaising with key stakeholders (including HR, reports, introducing Service Improvement Plans – SIP, hiring, process improvements, and developing the team’s capabilities to align with the business objectives and match our customers’ expectations.

01/12 – 12/13 English Teacher

After 20 years of working in operations I decided to take a position that allowed me to support my family through a difficult time.

Paul Barrett – Southampton, HANTS *********@*******.***, 074**-******

02/09 – 12/11 Incident Manager – Interoute

Responsible for registering, reporting and prioritizing Incidents, ensuring the Network Operation Center NOC applies spontaneous effort in order to restore service within an the multiple agreements, prevent known issues, provide short term work arounds and strive for final solutions.

03/05 – 01/09 2nd Line Technical Support Engineer Ciena

As a customer lead engineer I was supporting the customer (Interoute) from NOC. Preparing and presenting monthly reports to include all tickets, planned works, servers, upgrades, spares returns, plus any other open business.

My secondary role as 2nd line help desk support engineer whilst implementing a strong sense of detail in providing end to end solutions on customer DWDM networks. Ticketing faults, providing remote support, dispatching resource, supporting planned works, dealing with server issues and power fails on a daily basis.

10/02 - 02/05 Technical Support Huawie

Responsible for managing, reporting and overseeing the service support on British Telecom’s 21cn role out. I was supporting from the NOC, fault finding, provisioning new elements, auditing plus ensuring all quality and documentations issues are resolved in a timely manner. Attending regular meetings with BT to address any deployment OR test documentation concerns.

01/98 – 09/02 TU&T (Commissioning) Engineer DWDM Ciena

Testing and documenting Long haul Core networks and Metro city rings for various customers on a global basis. Also a senior team lead, gathering and checking all test data, arranging access, dealing with out of box failures and aligning with project management.

Post School Years British Army - Parachute Regiment.

During my time in Her Majesties Services I was able to develop my leadership’s skills whilst becoming proficient on numerous Telecommunications systems that laid the foundations for a career in IT & telecommunications and call Centre roles.

Vocational – Training Courses

•City & Guilds in Fibre Optics engineering and Laser Safety

•NVQ Level 3 in telecommunications/qualified trainer.

•ITIL – V3 Foundation and Intermediate. ITSM - Certificated

•Project Management internal trainings Prince 2 methodology

•Various Huawie and Ciena product training courses

•UNIX Linux user course

•Cambridge CELTA – Teaching qualification

Additional

Full UK clean driver’s license and prepared to travel.

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