Experience — Phil Callan

Currently seeking a new challenge in the field of Business Support, I'm a versatile professional with excellent IT skills and over 20 years experience of successfully delivering solutions. I'm enthusiastic and passionate about making improvements and problem solving, often through getting the best out of technology to improve lives and workplaces. I have a flexible, creative approach, strong analytic skills and attention to detail.

Over the course of my career I've had a number of different roles - business intelligence officer, SQL database administrator, application system administrator, trainer, business analyst, operations support officer, software tester, audio technician, event manager - and have a proven track record of picking up new skills and systems quickly.

An effective communicator and trainer, I have also delivered many training sessions in 1-2-1 and group environments, and have presented at all levels from national conferences and boardrooms, to customers and members of the public with very positive feedback. During my career I've taken responsibility for a number of business critical software roll-outs and User Acceptance Testing projects, all of which have yielded positive results.

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Experiences

Audio recording, engineering and production services for both private and corporate clients.
Project management on several professional recording projects, from initial concept to release.
Sound design for business and theatrical events.
Live events management

Provided first and second line support for Housing systems for a major London Council, as well as system administration.
Acted as project support for several projects, including as lead for the UAT of mobile working and app development.
Provided analysis, troubleshooting, diagnosis and resolution of technical and systems problems in accordance with the Council’s ITIL based procedures.

Lead officer in the procurement, installation and management of multiple systems, including new IT helpdesk, GIS and stock control systems.
SQL Server Management, query design and database administration, including providing scheduled data extracts to power the organisations reporting platforms.
Actively took responsibility for all Business Intelligence systems, producing automated management information in a variety of formats, expanding the range of services available to the company and responding rapidly to business needs.
System administrator and main user for Geographic Information Systems, providing critical project support through mapping and land registry reports.
Key role in encouraging channel shift through developing mobile working solutions, online services and implementing and managing Mobile Device Management.
Provision of First and Second line service desk support to a busy Housing Association
Ability to react to changing business needs by leveraging existing systems and platforms to provide innovative solutions at little or no additional cost.
Responsible for new staff induction training on multiple systems, including Microsoft Office and specialist housing products.
Developed and delivered a number of successful presentations, workshops and training courses both internally and to external agencies and at industry conferences.

Provided on-site technical support to a critical call centre of over 200 users.
Analysis of complex issues, and the subsequent escalation and liaison with appropriate support teams
Stakeholder management to strict SLAs.
Development, testing and implementation of the Business Contingency Plan for a call centre of >200 staff.
Analysis and documentation of business processes across multiple LoBs.
Project work generating and analysing metrics to aid the transition of customer service activities from the UK to the Philippines.

Senior team member responsible for customer service delivery in a high-pressure call center environment.
High degree of teamwork, liaising with customers, teams of engineers, logistics companies and internal staff to meet strict SLAs.
Strong customer service skills and ability to multi-task.
Training and mentoring new and junior staff to improve their skills and team performance as a whole.
Taking part in demonstrations of our systems and technologies to potential customers.

Responsible for service delivery over a wide geographical area for a number of different industries.
High degree of teamwork and working under pressure, liaising with customers, teams of engineers, logistics companies and internal staff to meet strict SLAs.
Strong customer service skills and ability to multi-task.
Predicting trends of demand to better meet customer needs and company targets.
Took part in the design and testing of new call centre systems and procedures, including acting as a trainer for other staff.

Responsible for providing regular reports had substantial financial and reputational value.
High degree of accuracy
Data entry and integrity

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Phil Callan

Business Support, Training & Business Intelligence

Freelance Audio Engineer

Application Support Officer

Business Intelligence & Support Officer

Business Support Officer

Senior Incident Planner

Incident Planner

Data Administrator