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Work Background
InfinityPresales Engineer
Jun. 2022 - Dec. 2023
PreSales CollectiveMember
Mar. 2022
InfinitySolutions Specialist
Oct. 2021 - Jun. 2022Reigate, England, United Kingdom
InfinitySolutions - Technical Specialist
Sep. 2019 - Nov. 2021My role of the Technical Specialist plays a critical role working to design solutions for each customer, new or
existing. Gathering business requirements of the customers and translating this into the technical
requirements and a solution Statement of Work. Since being in this role, I have been supporting new and existing clients with complex integrations of our product with external platforms such as customer CRM's, Telephony platforms and 3rd party analytics platforms. I have also complete RFP / RFI’s or InfoSec requests and creating clear diagrams to ensure the approach is clearly understood by all parties and ambiguity is reduced/eradicated. When dealing with new customers and the sales team I aim to gather customer requirements, document the designated solution and identify success criteria. Delivering professional presentations that explain
complex concepts using simple business language, along with always ensuring consistent
clear communication with the Sales team in relation to ongoing solutions, via email, internal
systems and via conversations.
InfinitySenior Support Specialist
Sep. 2017 - Sep. 2019My role of a Senior Support Specialist was an integral role within the support team. My role was designed to support a select group of high value clients to ensure that they are receiving the highest level of support. My client base was valued at over £2 million which I supported in simple and complex queries on a daily basis. I would also work very closely with our Customer Success Team to ensure that the relationship between the customer and the business is maintained at a very high level. I would also assist with internal training within the Support team to ensure that the team is always advancing their skills and knowledge of the products that we sell and manage for our customer base. This would also involve handling the escalation of more complex queries that the support team were unable to answer. This role was performed whilst being the Head of the the Number Orders and Porting team
InfinityHead of Number Ordering and Porting
Jan. 2016 - Sep. 2019My role of Head of Number Ordering and Porting was a critical role within the business providing restocking of all numbers across the business including international SBC and PoP maintenance along with working with our carriers to complete large porting requests for new and existing customers. Restocking our the numbers within infinity was an integral part of the role to ensure that all customers have enough numbers available to use our service without any complications. This involved reviewing and monitoring number stocks for the UK, US and CA territories. International number orders involved working with our carriers to ensure the international number restrictions are met prior to the order of the numbers along with maintaining the SBC and PoP's to optimise the call quality and connection. Porting was integral to the majority of our new clientele within the business. It would involve communicating with the Sales and CSM team across the business to obtain the configurations of numbers prior to the port, checking if an existing porting agreement is in place between the carriers, along with scheduling the port along with terminating to the correct SIP prefix.
InfinitySupport Representative
Sep. 2015 - Sep. 2017
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