Resume
10 Years of Experience
Education
2019-2021
Glasgow City UniversityCCNA
Cisco Certified Network Associate (CCNA) is a technical certification that Cisco offers for early-career networking professionals. It covers the following topics: network fundamentals. network access. Internet Protocol (IP) connectivity.
2016
Speedcast Learning ManagementCCENT
The Cisco Certified Entry Networking Technician (CCENT) certification was the first stage of Cisco's certification system
2014
Teeside UniversityHND Electronic Systems
The HND provides a sound understanding of all key principles including core modules in Electrical Principles, Engineering Mathematics, Engineering Science and a project. Further specialist subjects may include Programmable Logic Controllers and Electronics.
2009
Dundee CollegeHNC Systems Engineering
Application of programmable logic controllers; Pneumatics and hydraulics; Communication: Practical skills; Electrical machine principles; Engineering communication; Engineering measurement and systems monitoring; Engineering mathematics 1; Mechatronic system elements; Principles of engineering systems; DC and AC principles; Three phase systems; Engineering systems: Graded unit 1 examination.
Experience
2023 - Present
SES SatelliteCustomer Service Manager
Key Duties
Maintaining and expanding relationships with VSAT communication service providers.
Responsivities include; managing operational performance, SLAs and service Quality.
Act as the voice of the customer.
Collaborate with internal teams.
Conduct regulars service quality reviews.
Oversea budget management and contribute to efficient operational processes.
Maintaining and expanding relationships with VSAT communication service providers.
Responsivities include; managing operational performance, SLAs and service Quality.
Act as the voice of the customer.
Collaborate with internal teams.
Conduct regulars service quality reviews.
Oversea budget management and contribute to efficient operational processes.
2021 - 2023
Speedcast (Formally Harris Caprock)EMEA Service Delivery Manager
Key Duties
Directs and controls the activities of employees and contractors related to the delivery and support of communication services.
Serves as a single point of contact operationally to customers.
Ensures that KPI’s listed in the relevant SLA’s are achieved and customer expectations for service quality, HSE compliance, timeliness, and customer satisfaction are exceeded.
Manage any applicable billing changes for assigned accounts.
Provide minor level project management.
Create and provide regular reporting and service analysis.
Maintains change order documentation and manages subsequent changes to the network.
Directs and controls the activities of employees and contractors related to the delivery and support of communication services.
Serves as a single point of contact operationally to customers.
Ensures that KPI’s listed in the relevant SLA’s are achieved and customer expectations for service quality, HSE compliance, timeliness, and customer satisfaction are exceeded.
Manage any applicable billing changes for assigned accounts.
Provide minor level project management.
Create and provide regular reporting and service analysis.
Maintains change order documentation and manages subsequent changes to the network.
2016 - 2021
Speedcast (Formally Harris Caprock)Senior Customer Support Engineer
Key Duties
Provide technical support and subject matter expertise for all team members and customers.
Carry out engineering and operational changes to advanced satellite communications systems.
Provide guidance and coaching to all team members ensuring their duties are carried out in line with standard operating procedures and guidelines.
Perform management role when team leaders are not available Crisis management and support of critical fault and outages.
Creation of engineering documents for internal and external use.
Provide technical support and subject matter expertise for all team members and customers.
Carry out engineering and operational changes to advanced satellite communications systems.
Provide guidance and coaching to all team members ensuring their duties are carried out in line with standard operating procedures and guidelines.
Perform management role when team leaders are not available Crisis management and support of critical fault and outages.
Creation of engineering documents for internal and external use.
2014 - 2016
Speedcast (Formally Harris Caprock)VSAT Technician
Key Duties
B&T and RMA of satellite communication and IT network systems.
Configuration wiring and building Communication and VSAT equipment.
Creating demo systems for training and customer demonstrations.
Prototyping for product development team.
Ordering of parts and equipment for upcoming projects.
Workshop Streamlining.
B&T and RMA of satellite communication and IT network systems.
Configuration wiring and building Communication and VSAT equipment.
Creating demo systems for training and customer demonstrations.
Prototyping for product development team.
Ordering of parts and equipment for upcoming projects.
Workshop Streamlining.
2013 - 2014
GE (Formally Baker Hughes)Electro-Mechanical Technician
Key Duties
Troubleshooting, Test and repair of downhole drilling tools and systems.
Fault Diagnostic and re-work of damaged or faulty systems.
Precision measurements and inspection of equipment to ensure acceptance of mechanical and electrical tools.
Troubleshooting, Test and repair of downhole drilling tools and systems.
Fault Diagnostic and re-work of damaged or faulty systems.
Precision measurements and inspection of equipment to ensure acceptance of mechanical and electrical tools.
Certificates

First Aid
Evolve Training Services Aberdeen
19 April 2018

Fire Warden
Evolve Training Services Aberdeen
19 April 2018

Client and Account Management
Udemy
2022

Introduction to Service Management with ITIL v4
Udemy
2022

Newtec Dialog Certified Operations Professional
ST Engineering
2020
Awards

Extraordinary Contributor Award
Speedcast
Awarded for extraordinary contributions to important initiatives. Leading to over $300K in savings and profit for the company.

CSC Team of the Month March & April 2020
Speedcast
Scheme introduced in 2020, Awarded to the team with the highest metrics from incident management and closure surveys
Engineering
Network management
95%
Skill sharing/ Training
90%
Cisco
65%
Problem solving
95%
Service Management
Reporting/Analytics
100%
Automation
70%
Process improvement
90%
Project management
90%