Catherine Moy

Fibre Network Engineer with experience across MDU, Service Delivery, and R100 build programmes. Skilled in the installation, commissioning, maintenance, and fault resolution of full fibre networks in both overhead and underground environments across urban and rural locations.

Experienced in live network splicing, testing, fault diagnostics, and root cause analysis, with a proven ability to restore service efficiently and minimise disruption. Regularly deliver new fibre infrastructure projects to strict quality, safety, and regulatory standards while maintaining accurate documentation and effective stock management.

Completed a secondment within Desk Support, developing strong knowledge of Openreach customer service procedures, regulatory requirements, and technical query resolution. Experienced in securing site access, obtaining asbestos reports, coordinating stakeholders, and using key Openreach systems including Salesforce, Visualizer, and HUD. Recognised for strong communication, negotiation, and customer relationship management skills.

Qualifications & Accreditations:

• NVQ Level 2 Apprenticeship in Telecommunications Engineering and ICT Practitioners
• Accredited in Fibre Jointing & Splicing
• Overhead Drop Wiring
• Working at Heights & Safety Compliance
• TETRA and Fibre Installation & Commissioning (Connectorised OH & UG)
• Registered on the Energy & Utility Skills Register (EUSR)

Managed confidential customer and operational information in line with Openreach procedures, regulatory requirements, and legal compliance standards. Coordinated and maintained accurate records, including asbestos reports, site access details, and case updates, ensuring strong attention to detail and data accuracy. Utilised multiple databases and IT systems, including Salesforce, Visualizer, and HUD, to track progress, analyse information, identify potential risks, and support operational timelines. Handled outbound calls, email correspondence, and complex customer queries while managing competing priorities and meeting deadlines. Built effective working relationships with internal teams, customers, and external stakeholders demonstrating strong communication, negotiation, and customer relationship management skills.

Supported the installation, commissioning, and maintenance of fibre optic networks across overhead (OH) and underground (UG) environments, including installation of fibre equipment within customer homes. Worked within live network settings, maintaining strict adherence to safety, quality, and operational standards.

• Installed, repaired, and replaced fibre cables in OH and UG networks to ensure reliable connectivity for customers
• Performed live network splicing, testing, and fibre fault diagnostics, conducting root cause analysis to resolve issues promptly
• Installed and commissioned fibre services within residential properties
• Ensured compliance with health and safety regulations and company protocols to maintain workplace safety
• Ensured availability of stock and equipment to enhance service efficiency
• Maintained precise logs of all tasks completed, enhancing accountability and supporting effective service delivery
• Received recognition for delivering high-quality workmanship in fibre optic installations.

Operated within a highly regulated aviation environment, responsible for passenger safety, regulatory compliance, and service delivery across short- and long-haul international flights. Demonstrated strong situational awareness, teamwork, and the ability to remain calm and decisive in high-pressure situations.

• Delivered and enforced safety and emergency procedures in line with aviation regulations and company SOPs.
• Successfully passed all annual safety and emergency examinations on first attempt
• Managed cabin environment, responded effectively to incidents and completed detailed reports
• Provided service across Economy, Premium, and Upper Class cabins, adapting to varied customer needs.
• Travelled to 30+ international destinations, demonstrating adaptability and cultural awareness
• Received consistent positive feedback from managers and customers, recognising commitment to professionalism and high performance

Delivered high standards of customer service within a fast-paced retail environment, ensuring efficient store operations and positive customer experiences.

• Provided excellent customer service, identifying needs and recommending appropriate products
• Operated cash registers and POS systems accurately, handling transactions and customer queries
• Maintained store presentation, stock levels, and supported goods-in processes
• Ensured compliance with company policies and procedures at all times
• Selected for additional responsibility within the Banking Team due to performance
• Independently managed elderly home delivery orders, ensuring accuracy and timely doorstep delivery
• Recognised for consistently high levels of customer service

Delivered efficient and compliant passenger handling services within a fast-paced airport environment, supporting five different airlines.

• Managed check-in processes including document verification, baggage processing, seat allocation, and boarding pass issuance
• Ensured all hold and cabin baggage met federal security and safety regulations
• Assisted passengers with rebooking and disruption management during delays and cancellations
• Boarded flights efficiently to meet strict turnaround and departure time targets
• Developed strong technical proficiency using Amadeus and other bespoke airline systems
• Recognised for delivering consistently high levels of customer service

Conducted assessments of building, rooms, and common areas to verify resident needs were met and internal policies and safety standards were complied with. Facilitated viewings, tours, orientation, and educational sessions for residents and families. Created and maintained spreadsheets and databases to manage resident's data in accordance with GDPR. Utilised Microsoft Office. Received and distributed incoming mail.

• Achieved diploma in Digital Application Support SCQF level 6 and national progression award PC Passport SCQF level 6
• Secured permanent position on completion of apprenticeship.
• Expanded duties to include marketing function through Facebook and job fairs.
• Passed all secret shopper assessments.
• Performed duties of manager and assistant managers during their absence.