Summary
Overview
Work history
Education
Skills
Interests
Timeline
AccountManager
Lee Price

Lee Price

Newport,Shropshire

Summary

Profile


I am confident I get the best out of the team I work for, with a long career in the Electrical industry/ I am dynamic and forward thinking to keep ahead in terms of learning and I enjoy the pressure of new projects or product training. I also have a wide range of IT skills, and experience in the IT industry prior to my job in the electrical industry I am an enthusiastic hardworking and a reliable and trustworthy member of the team. Fully committed to any role I undertake. I am quick thinking and confident which enables me to problem solve effectively Also, open to further feedback to improve myself to do the job

Overview

23
23
years of professional experience

Work history

Advanced Technical Senior Support Engineer

Schneider Electric Ltd
01.2020 - Current
  • Internal promotion to this role whilst maintaining skills of previous role as hybrid between the two, enhancing leadership skills by completing BGL Course (building great leaders' level 1), acting as 1 of 2 team leaders within the team, with my strong point being strategies and process driven aspects
  • Process mapping & creating SOP's, encouraging and monitoring team members to follow and create standard operating procedures for individual day to day roles, so we can cross skill and promote better working practices and have these accessible to the whole team in one place
  • Involvement in Technical support strategy setting goals for the team and monitoring KPI's with my manager and implementing ideas of smart working
  • CTI cloud platform reporting
  • Agent call evaluations designing a dataset to capture agents call performances
  • Interviewing potential new candidates and future proofing the team
  • Closely monitoring and shadowing our BMS / Digital energy team, helping with case management and upskilling on product range by going on an introduction to BMS course
  • Allocating cases out to team members, checking all queues and activity of agent making sure we meet our targets 48 hour SLA
  • Trainee and apprenticeships capture, mapping journey and creating a basic training plan for guidance
  • Maintaining day to day and helping all teams with my knowledge across the skills sets delving and looking at products and customers cases
  • Also upskilling myself on communications cases and looking at software packages & products we offer across the team, such as EEH, Panel Server, EPC , EBO, AS-P controllers, EV product range
  • Smarter working using BFO as efficient as we can and encouraging teams for new methods
  • A point of contact for team members to escalate or discuss issues give support and feedback
  • Involvement in 121's within the team checking employees are meeting their goals

Advanced Technical Support Engineer

Schneider Electric Ltd
01.2011 - 01.2020
  • I got promoted to advance technical support whilst I was working in the customer care centre pre 2011
  • I offered to take on a course in Electrical engineering Btech Level 3 to further my knowledge in the field, I passed this course and taken the role where I now support all the various product ranges we do from an electrical point of view down to faults and part number level
  • Looking after technical data on products such as data sheets, product instructions and installation help
  • Liaising with customers on products issues and offering full support and solutions, including fault finding and dealing with customers from distributors, electricians, and on an end user level
  • Support various brands and product types from a technical level, giving competent installation advice suitable products for the application
  • Always learning and expanding knowledge on products as this business is forever growing and changing due to regulations, standards and new technology being introduced
  • Co-ordinating with our quality control and our engineers making sure product defects are noted and testing various products in our lab for faults when required
  • Supporting all products brands below at a competent level:
  • Merlin Gerin - Distribution boards (currently learning product codes and electrical knowledge)
  • Square D - Consumer units, Panel boards and distribution - giving competent advice on parts numbers, and installation of products down to advanced level
  • MITA - Cable management systems, installation materials - giving competent advice on part numbers and support of the product
  • Schneider Wiring Accessories (formally GET)- supporting products parts, wiring advice (only to electricians) installation and product alternatives for installations
  • Clipsal Cbus - Intelligent lighting system - Competent knowledge of CBUS toolkit software dealing with integrators on system setup and liaising with our experts in Australia
  • Wiser and Home Automation knowledge also learning about these products, Wiser heating learning this product, and competent in our Wiser Cbus system lighting control
  • Metering setups, metering sub mains and consumer units giving correct figures on energy usage
  • Supporting Legacy products, Air conditioning, CCTV, remote lighting systems
  • EV - e-mobility electric vehicle charging & 18Th edition knowledge
  • Sub Projects: BFO support setting up and switching to this system from our CTI call logging system, Genesys setup controlling all agent figures on wallboards and configuring employee access, CTI system integration testing phone systems and tracking for bugs before final deployment to the offices
  • Data collecting, providing call figures through the CCPulse system software reporting this to my manager, providing updates on inbound calls, employees times and call durations so we can measure call flows and paths
  • Learning Various Schneider Electric software packages for Automation & BMS products, such as SOmachine Basice, Vijeo Design, KNX lite and Wiser heating, looking at inhouse installations with our on site electricians during various periods in our product lab furthering my knowledge.

Customer Service Advisor

Schneider Electric Ltd
01.2008 - 01.2011
  • DUTIES & RESPONSIBILITIES
  • Day to day dealing with customer requests on an inbound call team
  • From taking orders being processed in our SAP System
  • Giving pricing and delivery assistance to customer
  • Dealing with complaints and sticky situations
  • Delivering quality customer service and making sure data is entered correctly into our BFO (salesforce systems)
  • Keeping records up to date and furthering my knowledge to give the customer extra support if need which lead to promotion
  • Triaging calls to correct departments making sure customer gets the correct contact on the second flow
  • Working to KPI's and call target backed up with Quality data.

01.2007 - 01.2008
  • Worker at lyreco, my job entitled entering order data on to the SAP system on a day to day basis, also dealing with customers on the phone checking and processing orders and making sure the information is correct.

Body shapers Fitness
01.2006 - 01.2008
  • Warehouse and order management for fitness products distributing packaging and general stores.

Repair Centre technician

Synnex UK ltd
01.2003 - 01.2006
  • This is a Computer manufacturing company that mainly deals with Sun Microsystems, where we Produced server and workstations computer for customers and contractors
  • I took on various roles here until I got a promotion to work in the computer repair centre
  • DUTIES & RESPONSIBILITIES
  • I have been on Build, where I built systems on a production line to specific targets set by company
  • I have done various testing on the machines such as the Initial System Test (IST), System Aging Test (SAT) and Pre Pack Audit (PPA) these test involve testing the system with components attached such as SCSI devices and USB drives to check if system are working correctly
  • Working in the repair centre where I looked after and fixed faulty products from software to component level replacing cpu's motherboards, memory or restoring HD with compatible software and OS to run efficient, quality controlling these as we rectified the defects of the units.

Apprentice Junior Programmer product support

SDMS LTD
01.2001 - 01.2003
  • I did an Apprenticeship where I learnt most of my IT knowledge
  • I worked in an office based environment that creates Human Resource software that Specializes in Social Services and LEA areas & medical associations
  • DUTIES & RESPONSIBILITIES
  • Sales, I first started doing sales work sending mail shots and general customers care calls
  • I did software testing, finding bugs and defects in software following test procedures and screen documents
  • Searching screen by screen testing functions and replicating errors found by customer
  • I did Programming and learned how to write programs in a language called magic, creating basic contact programs and imputing fixes into the software
  • Also have knowledge of VB, Access and Java/Html languages
  • I did Support work, where I worked as a support technician for most of my time at the company, dealing with customer's faults and problems with software
  • I worked with databases controlling calls turning them round in effective time
  • Used network links and remote software to control and fix customer problems I was responsible for orders of software and open customer support days, where I guided and talked customers through the software and dealt with any queries they had
  • Also, I looked after servers and workstations units within the company, and I also dealt with any employee's problems with their computers, using Internet services providers (ISP) to maintain company servers which I also enjoyed and would like to develop a career in this at one point
  • Dabbled in some programming whilst I was there and database management, CISCO, Pervasive, Novel amongst a few applications
  • Other Jobs pre & between

Education

IT HP Cisco Essentials 2 - Networking

Cisco
Telford, Telford and Wrekin

Btec Level 3 in Electrical engineering - Electrical

Btec
Telford, Telford and Wrekin

17th Edition Wiring - Electrical

IET
Telford, Telford and Wrekin

NVQ level 2 in Technical Services - Customer Services

NVQ
Telford, Telford and Wrekin

Building great leaders level 1 - Leadership

Franklin covey
Telford, Telford and Wrekin

Various in house training -

Schneider Electric

Skills

  • Customer support
  • Salesforce
  • Application Programming Interface
  • Technical issues analysis
  • Application installations
  • Hardware diagnosis
  • Application support
  • Troubleshooting proficienc
  • Networking

Interests

INTERESTS & HOBBIES , I am very creative designing images using software packages, alongside socialising

Timeline

Advanced Technical Senior Support Engineer

Schneider Electric Ltd
01.2020 - Current

Advanced Technical Support Engineer

Schneider Electric Ltd
01.2011 - 01.2020

Customer Service Advisor

Schneider Electric Ltd
01.2008 - 01.2011

01.2007 - 01.2008

Body shapers Fitness
01.2006 - 01.2008

Repair Centre technician

Synnex UK ltd
01.2003 - 01.2006

Apprentice Junior Programmer product support

SDMS LTD
01.2001 - 01.2003

IT HP Cisco Essentials 2 - Networking

Cisco

Btec Level 3 in Electrical engineering - Electrical

Btec

17th Edition Wiring - Electrical

IET

NVQ level 2 in Technical Services - Customer Services

NVQ

Building great leaders level 1 - Leadership

Franklin covey

Various in house training -

Schneider Electric

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