Adam Williams - Experienced Systems Support and Process Designer

Service Design and System Support Manager at eircom

Nationality

Irish

Current location

Ireland

Work category

IT and Technology

Education

Certificate

Profile Activity

I am a self motified, enthusiastic and driven individual with vast experience within the telecommunications and data industry

Adam Williams's Professional Experience

2008 - Present

eircom - Service Design and System Support Manager

Key member of the team involved in the ongoing development, integration and continuous improvement of the customer service model for eircom Business in support of eircom’s evolving product and solution portfolio, with particular emphasis on new system deployment and process development.

Assisting in the development and adoption of the ITIL framework as a key component of the overall service proposition to eircom Business customers and ensuring that systems meet the current and evolving needs of the business.

Key tasks & Responsibilities
• Support account and service relationship managers with large scale Enterprise and Government Customer Tender responses.
• Single point of contact for the Service Relationship Management team with regard to issues relating to Teamworks or Remedy
• Remedy System Configuration for the eircom Business users of the system especially with regard to the eircom Service Desk and Service Desk customers.
• Troubleshooting and addressing system bugs or workflow changes in BMC Remedy either directly or through engagement of 3rd party vendor.
• Change Approval Process adherence, Change documentation and submission.
• Business Requirements Specification, Operational Prudence Documentation and Business Case Development for deployment of new systems.
• Project Management across a range of Service and System related projects including requirement workshops and documentation
• Meeting with external Suppliers/Partners to agree and design processes across the eircom Service area ensuring where possible ITIL compliance
• Represent the requirements of the eircom Business Service Desk in product development projects. To develop and deploy all relevant service processes to fully support the ongoing product development, solution portfolio and customer specific solution activities for eircom Business.
• Agree and implement reporting templates for the Service Relationship Management (SRM) Team manipulating various data sources used for report compilation and managing their ongoing development
• Support the Training Department via a Train the Trainer approach in new system implementation and process deployment.

Specialties
Service Development, Service Design, Systems development, Project Development, Support, Service Improvement, ITIL

Key projects/achievements
• Business Case development to apply for CAPEX approval for the phased implementation of BMC Remedy ITSM suite for initially eircom Business and subsequently the entire eircom organisation.
• Development of Remedy Service Desk system and process implementation
• Integrating the eircom Service Desk Remedy application with eircom IT Remedy application. My role included documentation of the requirements, design, costing, pre/post implementation documentation and testing and post implementation training documentation.
• Internal/External/Partner Process Design and Documentation such as Airspeed, Service Desk Incident Management and NLC Change Management
• Migration of the eircom Customer Network Management Centre (CNMC), Project Management Office and ICT Direct from Navision to BMC Remedy for Incident, Problem, Change and SLA management.
• Teamworks implementation, configuration and training for eircom Service Relationship Management
• Cross Departmental System and Process Training specifically with regard to Remedy.
• Report development and automation. Using exports for the Remedy Incident Management System I designed and delivered macro based automated excel reporting for Customer Service Reporting
• I was involved in the tender process for the National Lottery Company (NLC) contract. Specifically my role included the documentation of the NLC online portal requirements, design, development and implementation including integration of a separate custom CMDB with the Remedy incident management application.
• Migration of the CNMC email handling function from individual mailboxes to Remedy.

Key Skills
Customer Service automation data EXCEL ITIL Navision Network Management Process Design Process Development Product Development Project Management Service management SLA SRM Systems development Trainer
2006 - 2008

eircom - IP Support Team Leader

Lead the Enterprise & Government IP Service Desk in providing the highest quality of service possible to the eircom and eircomnet Corporate customer base.

Key tasks & Responsibilities
• Proactively identifying training needs and arranging such training as appropriate.
• Ensuring the Support Team was well motivated and consistently displayed strong morale and solid teamwork.
• Prioritisation of tasks in accordance with importance, severity and appropriate service levels.
• Ensuring correct use of the Remedy Call Management system.
• Maintaining sufficient phone cover during business hours.
• Ensuring escalations were managed in accordance with procedures, while always retaining ownership of the call.
• Ensuring relevant deadlines for projects and reports are consistently achieved.
• Governance of existing processes and development of new processes where needed in support of Continuous Improvement
• Management reporting on the team’s performance.
• Management of Customer Satisfaction Survey results.
• Ensuring 24x7 on-call Support staff are adequately scheduled and equipped and acting as second level escalation point out of hours.
• Representing the Service Desk on the Change Management Committee meetings.
• Highlighting Support related issues in new product developments at all levels of the Product Development Council process and providing solutions where possible.

Key Skills
Acting Instructing managing people Product Development Reports teaching Teamwork Training User Support
2004 - 2006

eircom - Broadband Support Team Leader

The primary function of the role was to lead the Support Team in providing the highest quality service to the eircom and eircom net Business and Corporate customer base.

Key tasks & Responsibilities
• Proactive analysis of call- handling, case management and customer satisfaction metrics and together with the management team define and implement procedures and technologies to improve service delivery and quality.
• Manage ‘real time’ performance of queues taking into account agent availability, prioritisation of tasks and performance to ensure the delivery of support service delivery metrics.
• Resource Management
• Performance Management
• Development & maintenance of relationships with escalation points within eircom and in doing this build on relationships with other departments to develop operational procedures.
• Act as the first point of contact to deal with customer complaints and exceptions.
• Build on the relationship with the Training Department by working with them in developing Training Manuals and other support materials.
• Maintaining and improving Broadband Support tools such as the Support website to aid in reducing call volumes.
• Attend weekly operations meetings to raise any operational issues and communicate new products and services to the Support Teams.
• Build on relationships with Hardware manufacturers by meeting with them to improve standards of support and ironing out any potential bugs arising during new product launches. Testing new products and services

Key Skills
Instructing managing people proactive Resource Management teaching Training
2002 - 2004

eircom - DSL Support Analyst

My role is to be the single point of contact for all eircom DSL customers regardless of the problem description.

Key tasks & Responsibilities
• Maintain an excellent level of customer service
• Ensure that all committed call-backs/updates are delivered on time.
• Identify provisioning queries that fall into the pre-installation support category and escalate accordingly.
• Monitor SLA monitor on a continuous basis.
• Submission of new technical fixes to the internal DSL Knowledge Base.

Key Skills
Customer Service SLA
2001 - 2002

eircom - Internet Support Technician

Post Sales Support to customers of eircom's Internet Service Provider's – eircomnet and Indigo. Providing first class support to specified Internet subscribers, primarily via the phone but also using Web and Email services.

Key projects/achievements - Eircom Net Intranet

Key Skills
internet

Adam Williams's Education and Qualifications

2002

Certificate - Certificate in Digital Audio Visual Applications

Arthouse, Temple Bar

Certificate - ITIL v3 Foundation

BCM

Certificate - Office Information Systems

DBS formerly LSB

Adam Williams's Additional Information

Interests

Music, Movies, Guitar, Web Design, Cycling, Swimming

Awards

Foundation in ITIL version 3
eircom Project Management Lifecycle
Advance Excel
Cisco Certified Network Associate, Exam pending
Team Leader Development Programme
Certificate in Digital Audio Visual Applications
National Certificate in Office Information Systems