Jonathan Abercrombie

I am a dedicated and efficient Customer Support professional transitioning into the security industry, bringing strong customer-service experience, reliability, and a calm, steady approach to high-pressure environments. My background in technical support has strengthened my ability to follow structured processes, communicate clearly, and resolve issues thoroughly while maintaining momentum in workload. I take pride in delivering consistent, high-quality work and supporting both customers and colleagues with professionalism.

Known for perseverance and seeing tasks through to completion, I bring a dependable presence suited to the disciplined, procedure-driven environment of a data centre. I'm eager to continue developing my skills and contribute positively to Allied Security's operations at CDC.

Customer Support Specialist – Tier 1 & 2 - Mediatribe Ltd (Trading as Bryte Internet Solutions)

(2018-01)

• Delivered Tier 1 and Tier 2 customer support across fibre, copper, and VoIP services, managing inbound calls, support tickets, and email enquiries. Responsibilities included diagnosing service issues and lodging fibre faults with Local Fibre Companies, as well as reporting outage events to upstream providers.
• Provided wholesale support for Australian VoIP cloud retailer Vtalk, including troubleshooting customer issues involving Yealink and Snom SIP phones, cloud dashboard configuration management, and handling billing enquiries.
• Provided general IT support for business customers, including Microsoft Office licensing administration and Microsoft Active Directory user and access management, delivered as part of a project for Pulse Energy in 2019.
• Supported call-centre telephony environments, including SIP trunk fault logging, troubleshooting routing and call-quality issues, updating extension names, and assisting with call diversion and forwarding configurations (System used - IPFX).
• Installed server and network equipment within Bryte's designated ISP footprint at the Mount Eden data centre, ensuring precise physical setup, secure cabling practices, and strict adherence to operational, access-control, and compliance standards as part of the Pulse Energy project in 2019.
• Configuration of customer routers, including firmware updates and validation of operational settings.
• Processed call-detail records for customer billing
• Performed billing reconciliation, ensuring accurate processing of fibre records and preventing revenue leakage through thorough verification and exception management.
• Training staff on fibre provisioning processes and related operational tasks, ensuring consistent adherence to provisioning standards and best practices.
• Setting up and maintaining the Freshdesk knowledge base to ensure accurate, up-to-date operational documentation.
• Conducting outbound sales calls and prepared sales emails for the Bryte Internet retail brand as part of the NZ Broadband Compare promotion.

Provisioning Specialist – Fibre Broadband Operations - Chorus NZ Ltd - Auckland

(2015-01 - 2017-12)

• Provide SME knowledge of all Fibre products and processes on the 'Gigabit-capable Passive Optical Network'.
• Log system related faults, in particular for Chorus Portal when customer impacting.
• Participate in business audios discussing Chorus' internal processes and provide insight for improving these processes with relevant stakeholders.
• Managing commissioning calls for Fibre technicians and provide technical support to the 'Inbound Commissioning Team' when required.
• Provide on-going one-on-one training to my immediate team and wider teams within Chorus to ensure procedures and processes are followed correctly. Perform quality assurance checks to ensure accuracy.

Provisioning Specialist – Copper Broadband Operations - Chorus NZ Ltd

(2012-01 - 2015-12)

• Identify opportunities for continuous improvement for: Naked and Clothed VDSL, BUBA and EUBA products.
• Ensure 'Telephone Service Factor' for the Inbound Provisioning calls are within SLA and accommodate resource where appropriate
• Ensuring KPI's are met for all Provisioning related tasks
• Support new product and technology as a SME along with sharing product knowledge and processes within the team.
• Oversee the Duty Manager function involving checking automation and queue monitoring ensuring there were no faults after Business hours. This included raising faults where appropriate.
• Ownership of escalations. Giving feedback to service delivery managers.
• Raise system faults and log them in the Share-point faults tracker.

Service Delivery Co-ordinator – Wholesale Broadband Provisioning - Telecom NZ Ltd - Auckland

(2008-01 - 2012-12)

• Providing assistance to Telecom NZ's Wholesale customers by managing Broadband orders end to end utilizing the following Telecom owned systems: Wireline, ICMS & Netmap.
• Meet the Team's targets and SLA's.
• Performing address Feasibilities to ensure availability of Copper Broadband related products, ADSL1/2+.
• Managing Broadband orders requiring Network Build, liaising with the Service Company regarding appropriate timeframes and updating expected completion dates in Wireline.
• Inbound calls and troubleshooting provisioning issues that occurred, ranging from RSP Training for ordering correct forms in Wireline to customer escalations.
• Training of other Provisioning Coordinators in Netmap application to effectively perform relevant Copper traces.
• Managing the Inbound Mailbox and answering Retail Service Provider related queries/ issues and providing follow-ups.
• Manual creation of Naked Broadband orders and adhering to SLA's

Stocktake Inventory and Asset Supervisor - RGIS NZ Ltd - Auckland

(2002-01 - 2007-12)

• Stocktaking Inventory for a number of New Zealand stores over the country, primarily 'Progressive' owned Supermarkets (Countdown) and Whitcoulls stores.
• Training staff on Inventory Asset Scanners and troubleshooting functional errors the equipment.
• Delegation of work areas for Staff and team management to ensure efficiency.
• Downloading data from scanners into laptop and providing location reports for 'spot checking' to ensure accuracy.