Chris Robb
Currently working as Technical Ownership Agent at Sitel UK, Riverside House, Dundee.
| Headline: | Entrepreneur |
| Interested in: | Brainstorming, Finding business partners, Finding cofounders, Finding team mates, Meeting new people, Professional opportunities, Promoting my startups, Recruiting for my startup |
WORK EXPERIENCE
| Employer: | Sitel UK, Riverside House, Dundee |
| Position: | Work experience |
| Time period: | January 2006 - Present |
| Description: | Technical Ownership Agent
In my current role I provide support for a wide range of businesses and must be able to communicate with all levels of computer users from dedicated IT Administrators to first time users. I provide a one-stop shop service for customers who have problems with Broadband connection issues, email issues whether pop3, static IP configuration and firewall set-up. I also offer support for a wide range of BT products like the Internet Security Pack, web hosting services or online backup facilities. I currently provide support through a Live Chat system providing support to customers but I when required I provide Network / DNS / Email support via a 2nd line support desk. Anytime I cannot find a resolution or an escalation to another department is required, I take ownership of the case and remain the point of contact for the customer until the issue is resolved. Network Ownership Team In this 2nd line support role my primary function was to help customers with initial set up of the BT Business routers and any subsequent support. The install involved making sure the router was on the correct IP subnet for the existing network, creating any required firewall rules/port forwarding and configuring a public IP set up. In addition, communication to any peripheral devices required on the network would also be configured as required, including network printers, web cams or bespoke systems. Working on this team has given me a great understanding of network topologies and fault diagnosis specifically TCP/IP and IP routing. Domain Name Services Ownership Team In this 2nd line support role my primary function was to help customers with the initial set up of the domains they have registered and any subsequent support that is required. This involves making sure the domain has propagated through all the correct systems, and checking that the Zone Files of the domain are correctly configured. I also help customers access their FTP through a variety of methods and when required troubleshoot any issues the customer may have. Working in this role has given me a great understanding of how websites are routed, which helps me build upon my understanding of networking. Email Ownership Team In this 2nd line support role my primary function was to help customers with troubleshooting any problems they have with their BT/Domain mail. This role has helped me gain an understanding of how email servers work, as well as additionally levels of security such as mail filters through to security software such as Norton. BT Broadband Technical Helpdesk 1st line support team to answer queries regarding products available to BT Business Broadband users and provide technical help for connection, email, security, or web hosting issues. Use of a variety of systems in order to retrieve information or run diagnostic tests. Excellent customer service skills required while working to meet targets. |
| Employer: | Somerfield, Trinity Road, Brechin |
| Position: | Meat / Dairy Assistant. |
| Time period: | December 2002 - July 2005 |
| Description: | My main role was to handle stock and make sure everything was rotated correctly. This included making sure that no items were out of date and that the high standard of cleanliness and service the public expect was met. I would make sure that there was sufficient stock of each item and order items when required. When required I would work on as a cashier tending to members of the public. |
| Employer: | Woolworths. Swan Street, Brechin |
| Position: | Customer Service Assistant |
| Time period: | October 2002 - December 2002 |
| Description: | This was a temporary position for Christmas cover. My main role was to work stock and assist customers with any queries they had. I would also help take in the delivery and work the stock as required. I would also take up any ad hoc duties required. |
INFORMATION
| Hobbies: | My other interests include music and sports. I am a keen fan of football, cricket and mixed martial arts. |
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