Peter Murtha

During my time with AQL, I carried out the following duties:

• Identifying faults with SMS services and liaising with carriers.
• Identifying and correcting faults with SIP telecoms services, including SIP trace analysis.
• Liaising with both the Technical and Systems teams on emergent system issues, and assisting with Triage.
• Assisting Account management with commercial billing and Customer Work Orders.
• Demonstrated professionalism and courtesy with customers at all times.
• Contacting customers over issues and managing customer expectations.
• Assisting team management with work allocation and leadership of junior team members
• Providing training and support to new and junior team members.
• Providing out-of-hours technical assistance to customers during emergencies, as well as supporting junior team members during these.
• Writing customer-facing service and maintenance announcements.

During my time with Oriium I carried out the following duties:

• Installed software, modified and repaired install's and resolved technical issues.
• Provided base level IT support to non-technical personnel within client's systems.
• Managed call flow and responded to technical support needs of customers.
• Identified and solved technical issues with a variety of diagnostic tools.
• Demonstrated professionalism and courtesy with customers at all times.
• Followed up with clients to ensure optimal customer satisfaction.
• Conducted research to address customer concerns.

During my time at NET365 (a part time appointment during my time at university) I provided basic level assistance to users of the companies wide area LASER/radio internet network. This required on site checks of the clients equipment, coupled with assisting more high level technical work with the Owner of the Company (Server patching and installed equipment checks.)