Location: Bendigo, VIC, Australia

Phone: 0434 821 343

Email: andy@andyayres.au

I am a determined troubleshooter with 18 years of experience in customer facing technical support. With a passion for identifying issues and providing a solution path using my experience in IT and Telecommunications, and with a proven ability to effectively communicate ideas and concepts in a way that can be readily understood.

Skills

  • Customer Service

  • Technical Support

  • Microsoft 365 Administration

  • Windows Desktop Support

  • Telecommunications Support

  • Telecommunications Provisioning

  • SMB Connectivity Solutions

  • PBX design and deployment

  • VMWare Airwatch Deployment

  • Email Troubleshooting

  • Web Hosting Support

  • Linux Server Administration

  • Critical Incident Management

  • Technical Documentation

  • Technical Training

  • Technical Leadership

  • Account Management

Experience

IT Manager - Managed Telco Services – Mar 2020 to Dec 2023

  • Reviewing and managing wholesale supplier accounts monthly.

  • Review and audit monthly customer invoices generated by Telco In A Box.

  • Managing the supply chain for equipment necessary to meet customer requirements.

  • Provided technical input on new product ideas and processes.

  • Managing internal IT including company Microsoft 365 tenant and PBX.

  • Provided customer technical support for complex customer issues relating to email, webhosting, PBX and business grade internet.

Customer Service and Technical Support - Managed Telco Services – Jan 2016 to Mar 2020

  • Provisioning and support of consumer and business grade NBN services.

  • Deployment of iPads using VMWare Airwatch to meet requirements for transmission of medical data.

  • Programming and deployment of mobile lift gateway solutions to replace decommissioned PSTN services.

  • Provisioning mobile services using Optus Business, Telstra Enterprise, Telco In A Box and Symbio.

Simple iD - Global Support Manager – Sept 2014 to Oct 2015

  • Set up the Manila-based support operation from scratch, including candidate selection, training and coaching of staff.

  • Oversaw support operations in Manchester, Auckland, Manila, and Melbourne offices.

  • Developed KPI’s and assessment tools to manage the new Manila operations performance.

  • Reported on operational performance of the support team.

  • Managed escalated cases.

  • Provided tailored coaching around customer service soft skills and technical skills.

  • Managed and supported migration of businesses from Exchange server to Microsoft 365 services.

  • Provided support for staff, answering questions and assisting with complex issues.

  • Liaised with senior technical engineers on service issues detected through support channels.

Simple iD - Senior Support Technician Level 3 - July 2014 to Sept 2014

  • 2IC for the Manchester-based Global Support Manager ensuring that they were fully up to speed with what was happening in Australia and New Zealand.

  • Provided Level 1, 2 and 3 support for Australia and New Zealand.

  • Server administration and support for both Linux and Windows servers.

  • Critical incident response and management for service disruptions, including providing communication to key stakeholders.

  • Manage deployment of new Cpanel hosting servers.

  • Provided technical support for level 1 staff.

Simple iD - Customer Service/Technical Support Level 1 & 2 (Domains and Hosting) - Sept 2010 to July 2014

  • Technical support for mail, website and spam filtering issues.

  • Domain name registration and management support.

  • Transferred websites and email hosting from other providers to Simple iD hosting solution.

  • Assisted with implementing a Barracuda Networks spam filtering appliance.

  • Provisioning and support of Exchange and Blackberry Enterprise Server accounts.

  • Identification of service degradation issues, including initial incident response, and escalation as necessary.

Excelior - Customer Service Level 2 (Gizmo Contract) - June 2009 to June 2010

  • Diagnosing and resolving complex customer equipment issues.

  • Provided premium software support for Dell on Call customers.

  • Supported fellow staff with complex issues.

Excelior - Customer Service Billing Level 3 (AAPT Contract) – May 2009 to June 2009

  • Responded Level 1 billing enquiries.

  • Provided second level billing support for phone staff.

  • Managed, investigated, and resolved customer billing escalations.

  • Provided a second level of support for management.

  • Lodgment of new fixed wire orders into LOLO.

Excelior - Team Leader - Seconded (AAPT Contract) – April 2008 to May 2009

  • Monitored staff performance in order to be able to provide constructive feedback, and encouraged staff to develop.

  • Worked with other team leaders within the department and company to maintain a high level of performance throughout all the teams.

  • Evaluated calls based on customer service criteria to ensure compliance and identify areas for development.

  • Worked with the Senior Technical Consultants to ensure staff technical training requirements are being met.

  • Managed roster adjustments to ensure adequate staff levels to meet business needs.

  • Provided regular coaching to each staff member and developed individual training plans to address each person’s needs.

Excelior - Learning and Development Trainer - Seconded (AAPT Contract) - Feb 2008 to April 2008

  • Developed and revised technical training material to deliver to new staff during training.

  • Facilitated new staff training courses, covering technical, customer service and compliance.

  • Assessment of each person’s relative skill level and work to ensure that each has the chance to succeed.

  • Delivered feedback to new employees managers as to their level of competency, areas for improvement, and documented feedback.

Excelior - Senior Technical Consultant Level 3 (AAPT Contract) - March 2007 to Feb 2008

  • Escalation point for technical issues relating to AAPT consumer email and internet.

  • Monitoring of services to identify and resolve issues efficiently and proactively.

  • Communicated known issues to staff so they are aware of larger service issues.

  • Answered ad-hoc technical requests from level 1 staff to assist in resolution of customer issues.

  • Facilitated technical training and coaching of staff to ensure technical competencies were met.

  • Designed and delivered a monthly technical evaluation for staff to track progress and identify areas for improvement.

  • Preparation and delivery of training material for new products and services.

AAPT - Customer Service Consultant - May 2006 to March 2007

  • Troubleshoot and identify faults with AAPT ADSL and Dialup internet connections.

  • Prepared information for lodgment of ADSL line faults into LOLS.

  • Identification and escalation of issues relating to infrastructure to Level 3.

  • Ensured accuracy of customer records by documenting every customer interaction.

Education

[2000 to 2004]

LaTrobe University Bendigo

Bachelor of Computing (Computer Science)

[2014]

Microsoft Certified Professional

Administering Office 365 for Small Business