Keith Carpenter - Tecnical support coach at CPL

Technical support coach & Trainee Team Leader at CPL Managed Services



Work category

IT and Technology



Profile Activity

Keith Carpenter's Professional Experience

2011 - Present

CPL Managed Services - Technical support coach & Trainee Team Leader

At HP business campus,
Coach on Total service desk

Duties included but are not limited to:
Career development for Team leader on the succession development path
-Assisting agents with any technical difficulties
-Organizing training/ refresher training
-Providing one to one feedback to an agent
-Assessing created cases using the Experior system
-Indentifying any issues on the desk that needed to rectified
-Participating in weekly workshops with the desks ILC
-Creating presentations to be used in training
-Participated in organizing a night out for the desk to boost moral
-Keeping a close eye on the call quality of the desk
-If agents failed there call quality assessment then organizing refresher training
-Insuring all PCs were ready for new starters
-Once new starters received PCs the inventory plan had to be updated
-Checking individual's hardware to make sure it corresponds with the inventory tracker
-Insuring that the stock room was kept tidy at all times
-Keeping a close eye on the CMS system to indentify available agents
-Investigating why agents are using AUX time for a large amount of time
-Building a good rapport with agents so they feel comfortable to ask questions
-Keeping good communication between myself and my TL
-Updating training material were required
-Insuring created cases were updated daily

Key Skills
cms team leader
2011 - 2011

Pfizer E-delivery - Delivery team involvement

I have been put in charge of managing the Pfizer E-Delivery team.
Duties here have including making sure all KPI team
targets are met by the group, by mentoring and managing individual
agents to make sure personal targets are met also. I also performed team
reporting on productivity as an aid for identification of weaker team
members. For the progression of the team, I arrange and deliver
training when required to improve team scores. On a daily basis I
personally perform the end of day and the handover for the team.

2011 - 2011

Pfizer Service desk - Technical support

Tool and system familiarity from this role:
-Active Directory
-RAS admin remote server,
-Microsoft Exchange,
-MS Outlook,
-Word & Excel,
-As400 administration,

-Duties including but not limited to:
-Answer contacts promptly and professionally
-Log/Validate all contacts Call Handling Database
-Resolve customer problems using the relevant tools and
-Manage end to end all calls logged, providing regular updates
to customers on call status
-Work to achieve individual and team goals
-To comply/complete desk specific or ad-hoc request/tasks
-Mentor new hires.
-Ensure Quality standards are adhered to in regards to both
Cases & Calls.
-Protect confidential and sensitive information and materials
-Observe strict compliance to licensing, copyright and
Trademark legislation
-Accomplish other duties as required
-Pro-actively seek support from escalation team via.
Escalate tickets to escalation team for validation and further escalation.
-Monitor ticket queues and handle tickets appropriately
-Assisting clients with a large amount of IT issues ranging from basic
configuration of hardware, installation of software & problem
-Identification of varies software's mainly based around Windows XP
and MS Office.
-Ensuring SLA was met on all personal targets.
-Assisting\Coaching colleagues with technical and process issues when

Key Skills
Active Directory Administration Citrix EXCEL Microsoft Exchange MS Office Oracle Outlook SLA Validation Windows XP
2008 - 2009

Madisons Public Bar - Bar manager

-General housekeeping,
-Customer Service
-Stock control-Deliveries
-Cash management
-Training new staff
-Dealing with complaints
-Dealing with suppliers directly
-Insuring functions were arranged for each weekend.

Key Skills
2007 - 2008

Banana Tree - Sales Assistant/ Supervisor

Duties included but are not limited to:

-Assisting customers with queries
-General house keeping of the shop floor
-Insuring the targer is met for the month
-Cashing up
-Working the till
-Taking in deliveries
-Insure invoices where to the highest standard
-Assembling shop floor displays
-Training new starters

Key Skills
house keeping invoices

Keith Carpenter's Education and Qualifications


Bachelor/Degree - Leaving Certificate, English, Irish, Maths, Biology, Art, Economics, Geography

Moyle Park College

Second Level -

The ability to work as part of a team.

Keith Carpenter's Additional Information