Experience

SCG Wales

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Senior Technical Service Engineer (L3)

  • Aug 2021 - Present



Conduit Global

• Cardiff, Wales, United Kingdom

• Telecoms Analyst

  • Oct 2009 - Aug 2021

  Provide telephony support for Conduit call centres and offices across EMEA to ensure the effective operation of the business. Provide support for Aspect eWFM & RTA. Manage and support the Avaya ACD’s over multiple sites within EMEA and other locations globally that use TDM, VoIP and SIP technology. Manage and support the company’s local POP’s within Cardiff, Slough, London & Dublin using the Volt Delta systems and associated applications. Design routing on the Cisco ICM platform so calls can route from local POP’s to international locations such as the Philippines and the USA. Deal with faults and requests via the companies ticketing system ensuring they are dealt with in an acceptable time frame. Carry out daily checks to ensure all Telephony is functioning and reporting correctly. Raise any faults with our contracted suppliers for Avaya ACD’s, Volt Delta and Cisco ICM as well as the carriers. Setup voicemail accounts on the Asterisk and Audix systems. Provide on call support for the whole EMEA IT department on a rota basis. Complete out of hours maintenance and changes to avoid any disruption to the service. Work with project managers for any related Telephony projects. Use the CMX application to create SMS scripts. Load data to the Avaya dialler Liaise with the Dialler Manager for any dialler related issues. Work with the Security and Compliance manager to achieve PCI compliance across all Conduit businesses and sites. Show less



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• Telecoms Specialist

  • May 2004 - Oct 2009

  Single telecoms point of contact for Fujitsu’s contract with Virgin Media. Successfully completed a project to rebrand ntl to Virgin Media. Handle all escalated telecoms issues. Manage and maintain the Aspect ACD system. Create call control tables for each reseller and manage extension numbers for agent groups. Monitor telephony faults and ensure they are promptly rectified. Create the supervisor’s canvases using Customview Producer to enable agent calls to be monitored via a PC. Program new information into the help desk wallboards using Q Master Software. Schedule Aspect reports using Seagate software. Be part of project teams attending meetings and conference calls. Liaise directly with clients to help design specialised call routing. Co-ordinate change and new requests of NGNS numbers and network routing with Virgin Media. Point of contact to the Fault Management Centre, Callcentre Co-ordinators and Operation Managers to provide expert advice regarding the ACD and Enhanced call management systems. Manage all telephony change requests and keep all changes documented. Provide adhoc specialised reports to management when requested. Show less



ntl

• Senior Contact Centre Co-ordinator

  • Apr 1999 - May 2004

  Manage a team of 4 Contact centre co-ordinators, covering some 400 technical support staff and 20 technical seniors to ensure agreed service levels to both external and internal ntl customers are met, with respect to telephone, e-mail and postal traffic.Instrumental in meeting service levels is to proactively manage staffing levels and match them against forecast and actual workloads.Monitor and manage the individual activity and performance of staff to ensure that service levels agreed with clients are adhered to.Set co-ordinator objectives and conduct individual staff appraisals against targets.Responsible for ensuring processes are followed within the team and that methods and procedures are kept up to date.Communicate outages to and from the contact centre floor to the Network Management Centre. Show less

• Senior Technical Support Engineer

  • May 1997 - Apr 1999

  Managed large numbers of incoming technical and customer service enquiries from numerous ISP customers. This required intimate understanding of a wide range of hardware and software issues.Managed a team of 10 technical support engineers, taking customer service calls regarding a wide range of technical enquiries.Dealt with overflow customer enquiries, customer complaints and issues escalated from associates and technical support engineers.Monitored and assessed the daily performance of support engineers, providing coaching where needed.Delivered daily and weekly briefs to my team regarding targets, performance and technical issues. Show less