Experience

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  Carole Nash Insurance

  • Altrincham

  • IT 3rd Line Telecoms Consultant

    • Jun 2011 - Feb 2021
    • Altrincham

    My role at Carole Nash was within the operation team, focusing improving contact center efficiency and customer experience. With over 1000 NGN (non-geographic numbers) and an aggressive marketing policy, attention to detail is an essential aspect of my work. In addition to my operational duties, I am the primarily resource for Telephony and Network areas of the estate, supplementing the 3rd line team. My duties frequently go beyond the day to day support duties and in to project support. Major projects I have been involved in delivering include the implementation of NICE Call Recording, redesign and implantation of new network design and hardware refresh. Currently I am the technical lead in a major Telephony upgrade and a CTI project.

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  Cheshire County Council

  • Telecoms Engineer

    • Jan 2011 - Apr 2011

    This position focused primarily of the business as usual support of the extensive telephony network supported by Cheshire Shared Services. Supporting this massive Avaya phone system (in excess of 10,000 phones) involved support of CMS, TIGER reporting system, and Call Manager 5.2. Additional duties included office provisioning projects, emergency testing and supplier management.

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  Computacenter

  • Desktop Project Engineer

    • Sep 2008 - Jan 2011

    I started working at the Health and Safety Executive as a Senior Customer Engineer on a Remote Access project. Following this project I was integrated into the Desktop support team; duties include the building and deployment of portable and desktop hardware across the Bootle campus and the support of systems and software across the UK via SCCM (and SMS) remote services and AD maintenance.; Various Assignments May 2007 – Sept 2008Supporting a variety of projects for several Blue Chip companies including RBS and LTSB, the principle duties have been supporting XP roll out implementations. As an experienced desktop engineer, I was often called upon to provide rapid professional support to problematic installations. I provided specialist support on virtual machine (VMware) installs at RBS and provide a great deal of support for a variety of VPN (virtual private network) implementations. Often working on my own I am responsible for ensuring the site I am attending has all issues dealt with and all relevant issues were escalated to the relevant departments.

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  XPRESS CONCEPTS

  • IT Consultant

    • Jun 2006 - Jun 2009

    Xpress Concepts was my own business that provided various local businesses with I.T. and Internet services. I built an effective working relationship with my clients and worked with them to achieve their goals in a timely and controlled manner. I developed my practical skills in Project management and used these skills to implement processes and services to customers that had a positive impact on their business.

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  xcc

  • XP engineer

    • Jun 2007 - Sep 2008

    Supporting a variety of projects for several Blue Chip companies including RBS and LTSB, the principle duties have been supporting XP roll out implementations. As an experienced desktop engineer, I was often called upon to provide rapid professional support to problematic installations. I provided specialist support on virtual machine (VMware) installs at RBS and provide a great deal of support for a variety of VPN (virtual private network) implementations. Often working on my own I am responsible for ensuring the site I am attending has all issues dealt with and all relevant issues were escalated to the relevant departments.

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  Lifestyle Services Group Ltd

  • Telecoms Engineer

    • Apr 2007 - May 2007

    This 4 Week (fixed term) contract role involved the day to day support of an integrated telecommunications system for a busy call center environment. I was also able to implement several process improvements on the systems that are significantly reducing the amount of changes that are implemented on the switch, saving resources and reducing risks. I was also able to provide a concise systems report identifying further improvements that may be implemented at a later date.

  • Telecoms Engineer

    • Apr 2007 - May 2007

    This 4 Week (fixed term) contract role involved the day to day support of an integrated telecommunications system for a busy call center environment. I was also able to implement several process improvements on the systems that are significantly reducing the amount of changes that are implemented on the switch, saving resources and reducing risks. I was also able to provide a concise systems report identifying further improvements that may be implemented at a later date.

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  Ivax Pharmaceuticals

  • Project Engineer

    • Nov 2006 - Dec 2006

    This 6 week PC refresh project involved the build and installation on new PCs and extensive rebuilding of existing PCs and the administration of these actions on the Novell NDS via ConsoleOne. Due to the limited nature of this project (6 weeks only) good time management was vital as was the planning and implementation of the project work involved. IVAX have, as a result of this project a stable and standard PC build across their Preston Brook plant. Overall over 150 PCs were affected by this project.

  • Project Engineer

    • Nov 2006 - Dec 2006

    This 6 week PC refresh project involved the build and installation on new PCs and extensive rebuilding of existing PCs and the administration of these actions on the Novell NDS via ConsoleOne. Due to the limited nature of this project (6 weeks only) good time management was vital as was the planning and implementation of the project work involved. IVAX have, as a result of this project a stable and standard PC build across their Preston Brook plant. Overall over 150 PCs were affected by this project.

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  Bank of America (Formerly MBNA)

  • Telecoms/Desktop/Project Analyst

    • May 2000 - May 2006

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  MBNA

  • Voice Support Analyst

    • May 2000 - Aug 2004

    Working within the voice support team, I was responsible for providing support of the telephony requirements of close to over 4000 staff and ensuring all voice routes into and out of the Bank’s telephony network, were working correctly and efficiently. During my time in the telecoms team we primarily using the AVAYA Definity G3R and later migrated to the 8700 system. Within the Voice team, I was the principal writer of Vectors and as such, the resident expert for call centers around the bank and I have spent much time troubleshooting problem areas within the bank; creating logical call flows and providing education where required.

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  C.S.C

  • Customer Services Analyst

    • Sep 1997 - May 2000

    Principally, the role of this position was the support of multiple applications and systems for BAE Systems in a helpdesk environment. Whilst in this position I was given the responsibility for the telephony aspects of the helpdesk. Initially the telephony system was a INDEX SDX switch in Chorley. I was heavily involved in the planning and installation of the Definity Si switch at Preston in 1999 and the subsequent migration of the helpdesk to our new offices.

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  I.C.C

  • Support Consultant

    • Mar 1996 - Sep 1997

    I.C.C; Support of Concord Travel agency front office system. Responsible for resolution of software problems involving the remote access of customers systems accessing data files to repair corruption and testing said repairs.

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  I.T.S.A

  • Administrative Officer

    • Apr 1993 - Mar 1995

    Working on the Service Help Desk, receiving calls from both internal and external customers regarding IT related incidents and problems (Software and Hardware