Simon Vickers

Background

About Simon Vickers

Customer Service - Process Improvement -Performance Management - Client Management - Project Management-Technical Support Highly experienced manager and IT professional with legal background. Over 10 years’ successful management experience in the support environment of a highly respected global business solutions company. Strong project management experience within a global information management business. Impacting organizations by leveraging highly effective analytical and communication skills, and management proficiency. • Customer Service: Client facing professional, customer service orientation, excellent presentation and communication skills. • Process Improvement: Reviewing processes, analyzing performance metrics / KPI’s and other data to enhance customer service excellence and deliver continuous improvement. • Performance Management: Highly effective Team Manager, motivating, coaching and guiding technology professionals to service excellence. • Client Management: Technical account management, high level clients, reviewing and implementing service level agreements. • Project Management: Assume complete responsibility for planning and managing projects through entire process. Strong self-sufficiency and ability to take initiative, achieve desired results, and meet time lines for success. Conscientious, organize and administrate with attention to detail to maintain focus for desired result or resolution. • Technical Support: Highly developed analytical and diagnostic skills: Ability to identify, analyze and solve problems logically with a common sense, objective approach. Specialties: • Microsoft operating systems, Office, Project, Sharepoint, Internet and other applications. • Salesforce.com. • BlackBerry Enterprise Server administration. • PC networking and hardware installation and maintenance. • System administration, server maintenance, backups. • Phone / fax software/hardware maintenance, including PBX. Alarm systems. • ACD (including web based systems), statistics monitoring and reporting. • Trouble ticket systems, RoyalBlue (Touchpaper), Salesforce.com. • SQL Queries