Christopher Hart

• Governance: Represent divisional interests on the Global CAB, mitigating risk and protecting customer experience during infrastructure changes.
• Strategic Leadership: Scaled the "Engineering Clinics" mentoring framework to increase department capacity and reduce Tier-3 dependency.
• Operations: Lead engineering stakeholder for global tool rollouts (WFM) and Salesforce CRM logic-testing to support complex ERP needs.
• Crisis Ownership: Primary owner for high-priority outages, managing cross-functional resources and C-suite communications.

• Team Development: Mentored junior engineers and provided guidance across teams to enhance technical confidence and problem-solving speed.
• Escalation Management: Mobilised product and engineering teams to resolve high-priority customer escalations and Tier-1 incidents.
• Operational Excellence: Authored customer-facing documentation and internal KCS articles to drive self-service and reduce ticket volumes.

Provided high-level technical support for ERP and SaaS customers, resolving complex issues while contributing to team development and operational improvements.

Key Achievements & Responsibilities:

• Customer-Facing Support & Issue Resolution: Delivered timely, effective solutions, achieving high CSAT scores and meeting SLA targets.

• Knowledge Management & Process Improvement: Contributed to Knowledge-Centered Service (KCS) initiatives, creating and updating knowledge base articles to reduce ticket volumes.

• Mentorship & Collaboration: Assisted in training and coaching junior engineers, sharing troubleshooting techniques and best practices.

• Proactive Problem-Solving & Risk Mitigation: Identified operational risks and implemented mitigation strategies to ensure uninterrupted service.

Top Skills Demonstrated: Technical Troubleshooting • Customer Support Excellence • Knowledge Management • Mentoring & Coaching • Process Improvement

• Providing tier 3 support to all levels of end-users, channels an business partners, including troubleshooting of Windows OS, server, virtual desktop infrastructure, network troubleshooting and analysis, TT workflow & KBS management email, CTI, SIP, SMS, WhatsApp, AI integration, IVR flow design and customer service within defined service level agreements.
• Became a trusted resource both internally and managed services customers through high-level problem-solving skills. Solved customer issues with more success than the company average.
• Working closely with software development team on reported errors and bugs on newly released software and lead in deployment of release fixes.
• Providing detailed root cause analysis and recommending procedures and controls for problem prevention.
• Coordinating with project managers and Business Development personnel on developing and implementing new initiatives to improve efficiency and customer satisfaction.
• Developing and maintaining detailed training and troubleshooting documentation for known typical problems and unknown complex problems.
• Participated in all phases of major software upgrades and development of user acceptance testing cases. Conducted user acceptance testing in line with functional requirements. Used strong time management skills to facilitate multiple business units simultaneously.
• Consistently maintaining 99% uptime by performing 24/7 real time alarm monitory and daily, weekly &, quarterly system health checks and audits.
• Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
• SQL maintaining and updating database tables, jobs, procedures. Report writing and query building.

• Provide first line application support to end users for AVAYA call center solutions and Siemens corporate solutions.
• Preventative & proactive application maintenance, health check monitoring and software updates/patches.
• Installed, maintained and supported voice/data applications.