Robert Surface


A highly experienced administrator, customer service agent and helpdesk agent looking to get into any customer or administration fields! Technical and scheduling background...

Work History

Work History

Network Operations Centre Engineer

IDT Global Industries Ltd.

This job involved being solely responsible for monitoring the telephone switch and its interface to their calling card platforms. I also took calls from customers and opened and tracked their issues, dealing with the customer directly until they were satisfied.

  • An ability to work in a small start-up company - with the ability to "find it yourself" was a requirement
  • Relied on myown technical ability as not others had moreknowlege in my area
  • A keen eye for detail, and an ability to keep ownership of tasks was necessary to ensure faults were found and rectified.
  • Negotiation was needed between sometimes irate customers and outside suppliers to ensure service was restored to clients.
  • Organisational skills and prioritisation were necessary to juggle sometimes competing tasks.
  • Scheduling and managing engineers to repair faults.

Air Frieght Security

I.T.S Security

This position involved controlling access to companies like UPS, and x-raying freight to ensure it was safe to ship.  Also, access to any airside areas was controlled as well, ensuring that no one gained access to any aircraft or equipment without permission.

Jan 2008 - Present

Shift Manager

Universal Security

As a Controller, I am responsible for scheduling and controlling rotas for some 90 sites. I also carry out general office administration and customer service tasks.

Responsibilities and Skill Sets:

•Dealing with all aspects of rostering including sicknesses, lateness, no-shows, and roster changes.

•Acting as Reception for both internal and external clients in a demanding City-based environment.

•Filing, generating reports, searching for information, maintaining operating instructions, and general office administration tasks using Office 2003/7, as well as proprietary systems.

•Handling client and staff complaints and queries both logically and “outside-the-box”. This also involves a deep knowledge of geography.

•Reporting to middle and upper management with reports as well as presentations and briefings, from finding the required raw data to generating charts, graphs and spreadsheets as required.

•Attention to detail, balancing customer needs with staffs’ needs, a sense of responsibility, prioritisation, a grasp of diplomacy, and view of the “big picture” on a massive scale.

Jul 2003 - Jan 2008

Retail Scheduler

Advance Security, plc

As a Scheduler, I was responsible for scheduling and controlling rosters for staff in geographic regions. Due to changes in the Buisiness these regions changed fairly regularly ranging from vast areas of Scotland all the way to the City of London.

This involved:

•Rostering included sicknesses, lateness, no-shows, schedule changes, and holidays

•Filing, generating reports, searching for requested information, maintaining operating instructions, and general office administration tasks using MS Office, as well as proprietary systems.

•Acting in a customer service role for the clients and staff in my portfolio.

•Reporting and tracking incidents to the appropriate Customer Service Manager.

•Responsible for all administration for officers’ holidays, incidents onsite, Heath and Safety reporting, faxing and filing, typing letters, liaison with payroll and Human Resources, etc.

Apr 2002 - Jul 2003

Park Ranger (Security)

Eurica Services Ltd

My work involved patrolling and controlling vehicle access in Stockley Business Park - the largest business park in Europe - Also, when duties in the control room were carried out, I was using MS Office and Lotus Notes in various administration tasks.This job involved a great deal of attention to detail, face-to-face negotiation and and an understanding of human nature.

Aug 1999 - Aug 2001

Network Operations Centre Coordinator


During this time, I was responsible for monitoring and faultfinding on AT&T’s UK telephone switches.  I also did basic voice traffic management.  The company's Alcatel SDH Network was also controlled by the NOC, using Windows and SUN UNIX systems.

  • Produced reports for upper management on a twice-a-day daily.
  • Researched statistics
  • Dealt with customer faults, keeping them updated
  • Negotiation with outside suppliers
  • Opening and tracking faults and querying databases for information
  • Scheduling and managing engineers to repair faults
Aug 2000 - Apr 2001

Network Voice Coordinator (Contractor)

SITA/Equant Ltd

This position involved taking calls and emails from customers and dealing with their faults. Work in this position involved monitoring and faultfinding SITA’s voice-over-frame-relay network, and carrier faults.  Signaling problems were also a large part of our work.

  • Sole Point of contact for customer voice communications problems
  • Opening and tracking faults, and keeping clients updated
  • Monitoring alarms on the UK telephone switches
May 1998 - Aug 1999

Field Maintenance Engineer

Verizon Communications Inc./Worldcom

My primary task was fault-finding on voice, data and network problems in a user and field based environment. Therefore, dealing with customers in pressured environment in person was a vital skill used several times a day. The job also included helping users to track down faults as well as problems interfacing equipment to the network.

Aug 1996 - Sep 1998

Systems Controller (Contractor)

US Air Force

I returned to RAF Uxbridge as a civilian contractor following the US Air Force leaving the Communications Centre.

I also took over the position of Circuit Actions, becoming soley responsible for end-to-end changes to all communications circuits and equipment.

  • Database creation and maintenance for changes
  • Installation and changes on all equipment
  • Filing, creating and maintaining reports to managers
  • Managing and scheduling maintenance engineers
  • Dealing with customers, from tracking to actual correction of faults as well as queries.