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Nasyonalidad at status sa EU

Nasyonalidad
British
Dokumento sa Europa
TRVALÝ POBYT
Inisyu ng: Czechia
Nasuri ng WorkMarket.eu
MH

Mark Hastie

Beripikado

Telecommunications and Customer Support Professional

STRŽ 725/8, Brno 639 00, Czech RepublicBritish

About

Telecommunications and customer support professional with experience in telecom systems, technical support, customer service, and claims processing. Experienced in investigating refunds and payment issues, programming Ericsson and Octel systems, coordinating telecom projects, and supporting and training customer service agents.

Experience

Senior Claims Specialist

Kiwi.com

2022-04 – 2026-02

  • Investigated and processed customer refund requests.
  • Handled credit reversals and payment checks.
  • Responded to customer emails and PayPal enquiries.
  • Investigated booking and payment issues.
  • Uploaded partner invoice and refund reports.
  • Disputed chargebacks and pre-arbitrations.
  • Manually processed failed and verified refunds.
  • Supported special projects and assigned tasks.

Customer Care Representative

AT&T

2020-11 – 2022-02

  • Supported customers with internet, phone, TV, and email services.
  • Assisted with equipment setup and configuration.
  • Troubleshot IP passthrough, port, firewall, and Wi-Fi connectivity issues.
  • Reset email passwords and synchronised systems.
  • Added and removed products from customer accounts.
  • Used CRM, CAP, ECO Manager, and BBIBA systems.
  • Provided floor support to agents.
  • Supported and trained new starters.

Telecoms Analyst / Lead Analyst

  • Provided Tier 2 helpdesk support and first-line support for telecoms teams.
  • Programmed Ericsson telephone and Octel voicemail systems.
  • Managed office relocation projects.
  • Collected data and programmed new Ericsson systems.
  • Supported installations at Crown Prosecution Service offices across England and Wales.

Telecoms Engineer / Technical Coordinator / MD110 Programmer

  • Monitored customer telecom systems and prepared reports.
  • Advised on system changes and upgrades.
  • Supported programmers and on-site engineers.
  • Programmed Ericsson telephone systems for Metropolitan Police headquarters.
  • Managed voicemail systems across Metropolitan Police sites.
  • Coordinated telecom projects for headquarters offices.
  • Installed telecom equipment at Police, BBC, CPS, and NHS sites.
  • Installed and programmed Ericsson telephone systems and Octel voicemail.
  • Managed major cabling projects on site.
  • Installed voice and data networks using coax, twin-ax, IBM Type 1, Cat5, Cat5e, Cat6, 1308, and multicore voice cable.
  • Operated Racal voice recording systems.
  • Performed equipment moves, changes, patching, and fault rectification.
  • Installed phones, PCs, and servers.

Education

ACAD Communication Technology Ltd

MOD-TAP Cat5 Cable Course

ACAD Communication Technology Ltd

ITT Cable Course

Ericsson

Ericsson MD110 Operation & Maintenance Course

Rootes Maidstone Ltd

Motor Vehicle Technician Apprenticeship — Light and Heavy Goods Vehicles

Mid-Kent College

City & Guilds in Motor Vehicle Engineering

Rootes Maidstone Ltd

Renault HGV TR310 Engines & Gearboxes

Aylesford Secondary School

7 CSE passes (1 A, 5 B, 1 C)

Skills

Customer supportClaims processingRefund processingChargebacks and pre-arbitrationsPayment investigationsEricsson MD110 telephone systemsOctel voicemail systemsRacal voice recording systemsVoice and data network installationNetwork cabling: Cat5, Cat5e, Cat6, coax, twin-ax, IBM Type 1, 1308, and multicore voice cableCRM and support systemsCAPECO ManagerBBIBATechnical troubleshootingTier 2 helpdesk supportEquipment setup and configurationIP passthrough, ports, firewalls, and Wi-Fi troubleshootingProject coordinationCabling project managementEmail and ticket handlingTraining and floor supportReporting and documentationPhone, PC, and server installation

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