GARY MADDON
Epsom,SURREY
Summary
Detailed orientated individual experienced in administrative procedures. Familiar with the Microsoft suite of applications. Oversees day-to-day duties with strong planning and organisation skills to deliver projects in a timely manner. Hardworking, brings proven success in overseeing technical teams. Knowledgeable about best methods for managing resources, schedules and personnel to achieve objectives. Tech-savvy and always looking for improvement opportunities. Takes on challenging new roles harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Organized and dependable with many years of experience. Successful at managing multiple priorities with a positive attitude. Willing to take on greater responsibilities to meet team goals. Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects. Enthusiastic with knowledge of resolving customer problems. Works to increase success through effective work strategies and customer service.
Overview
26
26
years of professional experience
33
33
years of post-secondary education
Work History
Service Assurance Manager
Colt Technology Services
Epsom, Surrey
11.2023 - Current
- Responsible for providing technical support for Voice, IP & SDWAN networks & services to operational teams (NOC, Service Delivery, Customer Support teams and Senior management). These platform utilize Cisco, Ribbon, and Versa technologies.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Led and managed a technical team to maintain smooth daily operations.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Supported training initiatives to further develop staff based on needs of the business goals.
- Investigated complex issues affecting customer services, supported root cause analysis and incident resolution.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Streamlined processes to improve and optimise office operations.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
Senior Manager Voice & IP Technical Support
Level 3, CenturyLink & Lumen Technology Services
Basingstoke , Hampshire
10.2012 - 11.2023
- Responsible for providing technical support for Voice and IP networks & services to operational teams (NOC, Service Delivery, Customer Support teams and Senior management)
- Implemented operational improvements to reduce costs and drive revenue in alignment with corporate objectives..
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Led and managed a technical team to maintain smooth daily operations.
- Monitored team performance and provided constructive feedback to address challenges.
- Managed daily workflow, delegating tasks to support seamless operations.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Investigated complex issues affecting customers operations, provide resolutions and provided root cause analysis.
- Collaborated with customers during incidents to ensure effective communications and maintain the customer experience.
- Streamlined processes to improve and optimize office operations.
- Coordinated hiring, recruitment and training strategies to build a successful team.
- Coordinated employee schedules to facilitate adequate shift coverage and task completion.
- Designed and implemented training to further develop staff based on business goals.
- Drafted procedural statements and guidelines for company-wide use.
- Led with empowering and empathetic leadership style, leveraging emotional intelligence and proactive communication to defuse conflict.
Director Technical Support & Design
Global Crossing
London, London
05.2010 - 09.2012
- Responsible for providing Technical support & Design support to network operational team (NOC, Service Delivery, Sales Engineering, Customer Support teams and Senior management)
- Managed daily operations by overseeing key performance indicators and employee performance.
- Worked with procurement to negotiate support contracts with vendors and suppliers.
- Directed day-to-day work of 60 employees and motivated teams to exceed objectives.
- Supervised and developed high-achieving technical teams, providing solution design and technical support .
- Championed customer-centric approach, enhancing overall service delivery and satisfaction.
- Built key stakeholder relationships to facilitate business growth.
- Implemented process improvements, streamlining operations for increased productivity.
- Recruited and developed high-performing teams, with focus on talent retention.
- Partnered with management team to optimize operations and reduce costs.
- Implemented company policies and guidelines.
- Identified and resolved operational issues impacting productivity, performance or profitability.
Manager European Technical Support
Global Crossing
London, London
03.2000 - 09.2012
- Responsible for providing technical support to network operational team (NOC, Service Delivery, Customer Support teams and Senior management)
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Led and managed technical team to maintain smooth daily operations of customer networks and services.
- Designed and implemented training to further develop staff based on business goals.
- Investigated issues for customer services and networks, support customer calls and meeting and prepared reports and helped correct problems.
Building Services Manager @ Royal Opera House
Lorne Stewart Building Serivces
London, London
03.1999 - 03.2000
- Responsible for running a multi-disciplined workforce responsible for the maintenance of a sophisticated theatre. Service including HVAC, BMS, M&E services, lifts & escalators, theatrical machinery on 24/7 basis.
- Coached and mentored new team members to build high-performing team for optimum productivity.
- Oversaw workforce recruitment and development processes to guarantee service excellence.
- Developed and updated internal guidelines.
- Prepared rotas and assigned workloads to achieve service targets.
- Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.
- Analyzed customer feedback and trends to drive process improvements.
Education
Cisco Certified Network Administrator - IP Networks
Cisco Systems
London 03.2006 - 03.2006
Cisco Academy - IP Networks
North East Surrey College of Technology (NESCOT)
Epsom 09.2005 - 03.2026
City & Guilds - Refrigeration & Air Conditioning
Lewisham College and Southwark College
London 09.1995 - 07.1996
HNC - Electrical and Electronic engineering
Croydon College (University Centre Croydon)
London 09.1986 - 07.1998
Skills
- Leadership skills
- Project Management
- Operational support
- Customer relationship building
- Outstanding customer service
- Department management
Affiliations
- Socialising
- Travel
- Playing Football
- Fly Fishing
Timeline
Service Assurance Manager
Colt Technology Services
11.2023 - Current
Senior Manager Voice & IP Technical Support
Level 3, CenturyLink & Lumen Technology Services
10.2012 - 11.2023
Director Technical Support & Design
Global Crossing
05.2010 - 09.2012
Cisco Certified Network Administrator - IP Networks
Cisco Systems
03.2006 - 03.2006
Cisco Academy - IP Networks
North East Surrey College of Technology (NESCOT)
09.2005 - 03.2026
Manager European Technical Support
Global Crossing
03.2000 - 09.2012
Building Services Manager @ Royal Opera House
Lorne Stewart Building Serivces
03.1999 - 03.2000
City & Guilds - Refrigeration & Air Conditioning
Lewisham College and Southwark College
09.1995 - 07.1996
HNC - Electrical and Electronic engineering
Croydon College (University Centre Croydon)
09.1986 - 07.1998
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