Senior Technical Consultant

• Jan 2023 - Present

Professional Services Consultant

• Jun 2017 - Present

Technical Support Engineer

• Aug 2012 - Jun 2017

• Primarily responsible for providing project and support services to customers throughout the UK and Europe. The primary focus of the role is to deliver service excellence in the most efficient and effective manner to meet IPI’s business requirements and to meet (and exceed) its customers’ expectations.• Assisting deployment teams with implementation & configuration of Communication manager, System/Session Manager (SIP), SBC, Avaya Media Servers, Gateways and SBC.• Troubleshoot and support telephony hardware and software, including the interconnecting networks, coordinating and liaising with customers at initial call level but also as part of an escalation primarily in Avaya CM, the associated applications/adjuncts. Demonstrating proactive ownership of allocated issues/queries/faults to successful resolution within SLA and maintaining a professional customer relationship are key attributes. A resourceful approach and professional communication (internally and externally) will assist in delivering service excellence to IPI’s customer base.• Assist in and take full ownership of, existing customer upgrade orders and implementation as the Technical lead or in certain circumstances as the Technical Project Manager. All project works to be proactively delivered with a focus on customer satisfaction, maintaining adaptability and flexibility throughout the implementation lifecycle.• Proactive documentation of customer configurations and site specific installations, SPID’s and where required other support and projects information, thoroughly completed in a timely manner to ensure up to date customer records assisting potential new opportunities and ease of ongoing support. Show less

Company Director

• Jan 2004 - Oct 2012

• Established a limited personal company to facilitate relationship with BT and other organisations. • Gained extensive experience of commercial and audit responsibilities. • Successfully maintained company registration throughout. • Solely responsible for day to day running of a successful company • Established a limited personal company to facilitate relationship with BT and other organisations. • Gained extensive experience of commercial and audit responsibilities. • Successfully maintained company registration throughout. • Solely responsible for day to day running of a successful company

Service Support Manager

• Jan 2004 - Jul 2012

• Incident management across enterprise wide range of products, progressing incidents impacting all sites Products include: Avaya Definity/CM/CMS/AIC/Modular Messaging, Verint Ultra 9.3/10, NICE Call recording, BT Openzone. • Customer Major Incident Management – Liaison with senior customers across multiple sites and part of a documented escalation chain. • Technical implementation and administration of Avaya CMS, Communication manager, Modular messaging, Verint Ultra 9.3 & 10, NICE Call recording • CAB attendee/champion on behalf of BT for complex change request management including change management impact and risk assessment. • Vulnerability Mgt – Responsible for patch management and assessment against business impact. • Act as first line support for any site telephony issues and escalations, liaising with third party suppliers for resolution if and when required.• Implementation of Modular Messaging Voicemail system to improve service delivery & customer experience.• Project Managed a new call recording system, liaising with suppliers and customer to agree on the most cost effective solution which resulted in the implementation of NICE Call Focus III• Taken ownership for the ongoing management and improvement of Symon (Agentview) system, liaising with Business Managers to increase visibility of their teams productivity and also responsible for the reduction in the system ‘refresh’ displays.• Responsible for management of onsite engineers, suppliers and contractors. • Ongoing maintenance & management of all core telephony systems whilst continually reviewing with business owners to ensure the services meets both the customer’s needs & business objectives.• Proactive Management of Avaya extension cards, with forward-planning to mitigate risks. Show less

Telecommunications Analyst

• Jan 2000 - Dec 2003

• Contracted to HBOS working on the Definity G3R telephone switch and AUDIX. Solely responsible for all soft move changes and system configuration for 21 separate sites throughout the UK and Eire.• Avaya Definity Enterprise Communication Server System Administration • Developed effective CRM skills through extensive customer facing experience whilst based from customer’s site

Installation Engineer

• Jan 2000 - Jan 2000

Installation of voice and data at both private & public sector sites including a category 5e cable re-structure. Gained the ability to work on own initiative, managing my workload to meet specific timescales and deadlines. Installation of voice and data at both private & public sector sites including a category 5e cable re-structure. Gained the ability to work on own initiative, managing my workload to meet specific timescales and deadlines.

Voice and Data Engineer

• Jan 1998 - Jan 2000

Gained experience in structured cabling installations for CAT3/CAT5 onwards. Completed telephony moves and changes in addition to the sole management of office re-organisations for major private sector businesses. Gained experience in structured cabling installations for CAT3/CAT5 onwards. Completed telephony moves and changes in addition to the sole management of office re-organisations for major private sector businesses.

Team Leader

• Jan 1996 - Jan 1998

Gained People Management skills whilst managing a team of caterers. Developed the ability to identify team dynamics and delegated tasks to individuals who demonstrated the required skills to achieve the results we needed. Gained People Management skills whilst managing a team of caterers. Developed the ability to identify team dynamics and delegated tasks to individuals who demonstrated the required skills to achieve the results we needed.