Marcus Pollock

WORK HISTORY

ABOUT MARCUS POLLOCK

A highly skilled ITIL qualified service management and telephony professional with extensive technical IT expertise and analytical ability. Able to analyse and produce clear and detailed management information for all levels of the business. Strong people skills with the ability to communicate effectively at all levels. Excellent problem solving ability and works well under pressure.13 years experience of service management, specialising in change/configuration enablement in a technical environment. management of third parties and ensuring SLAs are met, project management and issue resolution, on call out of hours function ITIL qualified.10 years of Cisco ICM administration using UCCE, scripting and configuration. Use of Webview CUIC, Crystal reports, Verint and Witness to obtain data to aid troubleshooting. Administration of Inova Wallboards.5 years experience of Rockwell ACD administration including creation of DNIS, route classes, applications, schedules, telescripts, announcements, agents, agent groups and classes of service. Total Recall Reports configuration running and scheduling.11 years experience of administration of the Rostrvm outbound dialer, campaign configuration, call scripting, redial strategy, dialing algorithm set up, dialer troubleshooting. BAU activities daily including user set up, list formatting and loading, OFCOM regulation adherence.