Dean Cullen

Customer Support Engineering
-Supporting enterprise telecom customers globally with maintenance and software upgrades.
-Supporting a large number of different products
-Completing/documenting maintenance on customer systems
-Troubleshooting hardware, software and network issues
-Supporting both cloud and on-prem environments
-Working with both Fortune 500 companies and small local providers
-Triaging L1/L2 support tickets
-Monitoring for automated security alerts and alerting customers when needed, helping to diagnose false positives
-Maintenance of critical internal PBXs, including certificate renewals and software upgrades and alarm monitoring.
-Management of certificate renewals on behalf of customers (APNs/SSL)
-Use of linux command line interfaces and bash scripting
-Providing on-call support during weekends and holidays as part of the 24x7 emergency rota
-Completing incident reports in response to service impacting issues

-Service Desk Management
-Monitoring for emergency tickets from enterprise telecom customers.
-Meeting SLA targets for emergency tickets by engaging engineers with the relevent skills to assist in a timely manner
-Supporting multiple products and regions, escalating to expert technical support (L2/L3/L4) when needed.
-Passing critical information about ongoing emergencies between service desk shifts as part of the Follow The Sun support model
-Creating incidents in response to outages and service impacting issues
-Training engineers on service desk
-Creation and maintenance of internal process documentation for global service desk and centralised tasks (Sharepoint/Confluence)
-Management of 24x7 service desk staffing and rota during EMEA hours
-Resetting MFA for customers

-Ticket system administration (Freshdesk)
-Onboarding new internal users to the ticket system
-Managing ticket flow automations
-Managing ticket groups and processes
-Troubleshooting issues with ticket logic
-Troubleshooting login and account creation issues for both customers and internal users

Customer Support Engineering
-Supporting enterprise telecom customers globally with maintenance and software upgrades.
-Supporting a large number of different products
-Completing/documenting maintenance on customer systems
-Troubleshooting hardware, software and network issues
-Supporting both cloud and on-prem environments
-Working with both Fortune 500 companies and small local providers
-Triaging L1/L2 support tickets
-Monitoring for automated security alerts and alerting customers when needed, helping to diagnose false positives
-Maintenance of critical internal PBXs, including certificate renewals and software upgrades and alarm monitoring.
-Use of linux command line interfaces and bash scripting
-Completing incident reports in response to service impacting issues

-Service Desk Management
-Monitoring for emergency tickets from enterprise telecom customers.
-Meeting SLA targets for emergency tickets by engaging engineers with the relevent skills to assist in a timely manner
-Supporting multiple products and regions, escalating to expert technical support (L2/L3/L4) when needed.
-Passing critical information about ongoing emergencies between service desk shifts as part of the Follow The Sun support model
-Creating incidents in response to outages and service impacting issues
-Training engineers on service desk
-Creation and maintenance of internal process documentation for global service desk and centralised tasks (Sharepoint/Confluence)
-Management of 24x7 service desk staffing and rota during EMEA hours
-Resetting MFA for customers

-Ticket system administration (Freshdesk)
-Onboarding new internal users to the ticket system
-Managing ticket flow automations
-Managing ticket groups and processes
-Troubleshooting issues with ticket logic
-Troubleshooting login and account creation issues for both customers and internal users

-Sales of consumer broadband and mobile phone plans for a major telecoms provider
-Working with customers over phone and webchat
-Working as a team to meet KPIs
-Working with sensitive customer payment and personal data