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Work History

June 2016Present

Principal Communications Analyst (Voice)

YBS Group

In June 2016 I returned to the YBS Group to replace my former manager and mentor. I have been responsible for fixing high impact issues with the Avaya CM6.2, configuration of the IVR (XML configuration on Avaya Orchestration Designer hosted on Windows Server 2008) and assisting with the configuration of Avaya WFM 13 (rebadged Verint V11).

Aug 2014June 2016

Senior Voice Delivery Engineer/Technical Delivery Team Leader

Capita Customer Management

In August 2014,  Capita Customer Management's IT department underwent a restructure to separate Project

Implementation and  Support to ensure project were  delivered more efficiently.

I was selected to move  to the  Technical Delivery Team dedicated specifically to ensuring projects are delivered as a Senior Delivery Engineer. In October 2014,  I was promoted to Technical Delivery Team Leader in charge of the  Voice and  Data Delivery Team. I have continued in a dual role capacity delivering projects including the  migration of BT/EE Broadband, BMW and  Volkswagen Group to the  Avaya CM6 platform. I've also been involved with Transport for London migration onto the  system.

As Team Leader,  I've had  more responsibility as I've had  to manage the  6 engineers in my team and maintaining momentum on their projects in both Voice and  Data as well as a more strategic stance to ensure the  needs of both the  client and  Capita are  met, as well as maintaining my position as Senior Voice Delivery Engineer

Nov 2012Aug 2014

Senior Support Analyst (Voice)

Capita Customer Management

I was contacted directly by Capita Recruitment about a position within Capita Customer Management as a Senior Support Analyst and invited for an interview.

My main role at Capita Customer Management was to provide telephony support for faults and projects. In January 2013 I successfully migrated Capita's first client, William Hill, to the hosted Avaya CM6 platform. I was then assigned solely to migrate the remaining clients from CM3 & CM4 platforms based around the UK onto two hosted Avaya CM6 platforms. I successfully completed client migrations (IP deskphone installation, call routing and call recording) for such as Google EMEA Sales, William Hill Gibraltar (including Avaya LSP & G450 installation), National Trust, Scottish Power and Debenhams being successfully migrated with a new Verint call recording solution in place. I was also Lead Telephony engineer for the new John Lewis contract that CCM had acquired, which involved the installation of over 600 Avaya IP deskphones and call routing for the company's multiple lines.

Sep 2011Oct 2012

Avaya Specialist

Webhelp TSC (Formerly HeroTSC)

To progress my career and gain vital contact centre experience I was employed as an Avaya Specialist at, then, HeroTSC. A specialist outsource provider currently offering customer contact centre solutions to SKY, E.ON, Office Depot and Vodafone.

As the only telephony engineer in employment at HeroTSC, it was my responsibility to maintain the Avaya CM ACD, Call Recording (Magentic North), Voicemail/Auto Attend System (Asterisk) and CTI at 9 sites nationwide. I installed two contact centres for SKY based in Glasgow (Atlantic Quays) and Derby. I also installed Aspect SIP softphone for over 100 outbound agents for the Aspect driven predictive dialler.

I also resolved several issues in the Avaya ESS, CTI configuration on the MAPD cards and AES Servers that prevented the call recording system working for a number of months before my arrival.

Aug 2002Sep 2011

Communications Analyst (Voice)

Yorkshire Building Society Group

Originally hired as a Network Support Analyst on a secondment and then promoted to Communications Analyst, my main role was to support the Network and Telephony at the YBS Group Headquarters in Bradford and nearly 200 Branches nationwide. Everything from fault resolution, relocation, installation and administration predominantly in Telephony.  I was also involved in the installation, administration and ongoing support of the Verint (Witness) 7.7 Call recording system.

Before I left in 2011, I had been involved in several major projects including configuration and installation of Cisco 2950 Network switches and VoIP installation of over 1200 Avaya 4602 & 4610 deskphones in all branches nationwide, integration of the Avaya Voice Portal IVR with Avaya Communication Manager, Installation and integration of the Biscom Faxcom Server with Avaya Communication Manager. I also installed ISDN based Video Conferencing in a number of locations and the Symon Dacon TargetVision system with RTA feeds into Avaya CMS for Real-time reporting within the Call Centre and Helpdesk environment. 

Education

2004Present

Full UK Driving License

Clean - No Points
 
19992001

A-Level

Crawshaw High School, Pudsey
  • Business Studies
  • Physics
  • History
19921999

GSCE

Crawshaw High School, Pudsey
  • English Language & Literature
  • Mathematics
  • Science (Dual Award)
  • Business Studies
  • History
  • German
  • Drama

Professional Training

  • Verint 11.1 Framework - Enterprise Management
  • Verint 11.1 Recording - Recorder Administration and DPA
  • Verint 11.1 Framework - UUM
  • Verint 11.1 Interactions - Application Administration QM
  • Verint 11.1 Interactions - End User QM
  • BT ICM Management

Skills

  • DHCP scope configuration for Avaya VoIP
  • Avaya Communication Manager CM3, CM4, CM5 & CM6 (inc. VDN & Vector routing, BSR), ESS and LSP
  • Avaya S85xx & S87xx administration.
  • Avaya G650, G450 & G300 Media Gateway Configuration
  • Verint Call recording 7.7 & 11.1, Quality Monitoring and Workforce Management
  • Avaya CMS 9.0, 11.0, 13.0 & 14.0 Call Monitoring system
  • Installation and administration of Symon Dacon TargetVision System including Design Studio, Composer, Portal Admin, CMS Real-Time Reporting.
  • Successful deployment of Firmware to Avaya 46xx and 96xx range of handsets
  • Installation and termination of Cat5e structured cabling at Head Office and backup location.
  • Network and Voice System monitoring using Ciscoworks and Prognosis
  • Aspect Counterpath SIP Softphone
  • Avaya CTI Integration – MAPD & AES
  • Avaya “One-X” Communicator 6.1 H.323 Softphone
  • Avaya “One-X” Attendant Soft Console installation and configuration.
  • Proteus Call Logger Administration
  • Active Directory Administration and Policy Based access
  • Windows Server 2008 Administration

References

Mr David Kear (Technical Assurance Architect)
Capita Customer Management
Hepworth House
Claypit Lane
Leeds
LS2 8AE

Mr Colin Reynolds (Voice Services Team Leader)
Capita Customer Management
Hepworth House
Claypit Lane
Leeds
LS2 8AE