Winston Collins
Lovedean,Hampshire
Summary
Hard-working Telecommunications Engineer experienced in testing and troubleshooting diverse technical malfunctions and failures. Versed in handling remote inquiries and in-person appointments. Diligently follows technical instructions and documents work. Fast-learning, results-oriented employee, utilising organisational skills to drive business goals. Possessing problem-solving and analytical thought processes to maintain high standards of service.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
2nd Line Telecoms Engineer
Tailor Made Technologies
Whietley, Hampshire
12.2022 - Current
- Trained new starters whilst being an escalation point for more complex issues.
- Coordinated with IT and Sales teams to maintain and restore services during major service incidents.
- Provided technical support to customers, enhancing their user experience.
- Enhanced client satisfaction with efficient troubleshooting of network issues.
- Configured routers and switches to enhance network performance.
- Liaising with cross-functional teams within the business as well as suppliers to arrange site visits, resolve supplier faults and adhere to SLA targets.
Service Desk Engineer
SipSynergy
Eastleigh
05.2022 - 03.2025
- To maintain and deliver the services we provide as a cloud-based provider
- Maintenance activities for the Cloud products offered of BHC, EHC, HCS and Microsoft Teams Direct routing
- Maintained up to date asset register of all hardware and software to stay compliant with licensing legislation
- Documented IT Support helpdesk jobs in line with standard Operating Procedures (SOP)
- Participated in technical research project, identifying trends to inform product development, this allowed us as a team to continue to maintain our Direct routing platform to a high standard within the industry
- Provided technical support, training, and guidance for users with varying levels of IT knowledge and competence
- Identified recurring issues for further investigation through analysis
- Analysed complex technical information on SIP traces and other forms of tracing tools to identify issues present
Technical Support Engineer
Mode Solutions
Southampton
12.2019 - 05.2022
- Maintain and install key systems for business communications, local and hosted PBX solutions
- Keeping to strict SLA targets and prioritising tickets to reduce duration of down time on effected services
- Avoid complaints and keep customers updated with progress via multitude of communication methods
- Make simple changes as well as book maintenance visits for more complex tasks
- Remote support for all aspects of business communication needs, call recording, PBX support, hosted support as well as printer and broadband support
- Developed and implemented controls to protect systems from damage or unauthorised access
- Identified recurring issues for further investigation through analysis
- Provided technical support, training, and guidance for users with varying levels of IT knowledge and competence
Field Maintenance Engineer
Yo Telecom Ltd
Southampton
04.2019 - 12.2019
- Maintain and install key systems for business communications, local PBX systems as well as broadband and Wi-Fi infrastructure
- Keep to a timely fashion to maintain customer expectations
- Troubleshoot when on site to quickly identify and resolve the issue whilst always keeping the end users and customers in the know
- Install Simens Unify and NEC on prem systems, reporting back to management on progress of the job as well as informing customers of any blockers
- Always maintaining a high level of quality in the work undertaken, keeping coms cabinets clean and managed, trunking cables and cleaning up old providers messes to go above and beyond for customers
- Contacting end users directly to keep them informed of timings and any issues that may occur
Project Engineer Apprentice
SMR Automotive
Cosham
09.2018 - 03.2019
- Maintain a high level of accuracy when writing project reports, help the development process of the project from inception to completion by way of organising all teams to work as a single unit
- Keep all teams up to date on key project developments as well as maintain timeframes respective of each stage
- Report directly to project manager with updates and process documents
- Analyse product failures throughout development process to provide end customer with accurate information
Education
BTEC Level 3 - Engineering
South Downs College
09.2011 - 09.2013
GCSEs -
Oaklands Catholic Secondary School
Skills
- Siemens/ Unify Openscape business PBX
- ELG Ipecs Cloud PBX
- ELG Ipecs UCP100/ EMG80 PBX
- Gamma Horizon Cloud PBX
- Wildix Certified
- NEC SV on premises/ Cloud Certified
- IT fundamentals
- Sip School SSVVP
Certification
- ELG IPECS UCP100/ EMG80 - Pass
- ELG IPECS Cloud - Pass
- IT Fundamentals - Pass
- Sip School - SSVVP - Pass
- Edexcel BTEC Level 3 Subsidiary Diploma - Pass
- Pearson BTEC Level 3 Diploma in Engineering - Double grade merit pass
- Level 2 in 2D CAD - Pass
- Level 2 in CAD/CAM - Pass
- Edexcel Functional Skills Qualification in Information Technology at Level 2 Pass
- NCFE Managing Study and Approaches to Learning Level 1
Timeline
2nd Line Telecoms Engineer
Tailor Made Technologies
12.2022 - Current
Service Desk Engineer
SipSynergy
05.2022 - 03.2025
Technical Support Engineer
Mode Solutions
12.2019 - 05.2022
Field Maintenance Engineer
Yo Telecom Ltd
04.2019 - 12.2019
Project Engineer Apprentice
SMR Automotive
09.2018 - 03.2019
BTEC Level 3 - Engineering
South Downs College
09.2011 - 09.2013
GCSEs -
Oaklands Catholic Secondary School
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