I began my career with Capita as a telecoms analyst providing 1st & 2nd line support to 2 separate sites running 1 call centre & approximately a further 1100 digital handsets. Both sites initially ran on Independent Definity G3R switches linked together by the Cisco ICM platform. Independent Avaya CMS platforms provided MIS reporting as well as connection to Spectrum wallboards. A single Audix voicemail platform supported the 2 sites. Both sites ran Comverse’s Ultra voice recording platform to capture calls. On both sites I was initially responsible for administering all platforms, performing maintenance & liaising with 3rd party support.
Over the 11 years both the Avaya ACD & Verint Call recording platforms were upgraded twice. Firstly in June 2005 both Avaya suites were upgraded to Communications Manager 3 running on S8710 servers along with CMS software & hardware upgrades. The voice recording platform at both sites moved to Verint’s Ultra 9 platform (one site form Ultra 8 to Ultra 9, the other from Ultra 6.7.2) with all calls being transferred to the new OS & hardware. Legacy Call recording equipment was retained for archive playback.
In 2010 I managed the upgrade of the Avaya platforms again, moving from Communications Manager 3 to Communications Manager 5.2, removing the final MCC cabinets & upgrading the 8710s to 8730s. We moved from a 3 port network to a 2 port network & we introduced the AES server to manage the connections to the switch from the voice recording & IVR platforms. CMS was upgraded to R16.1.
During the final quarter of 2011 I managed the upgrade of the Voice Recording platform to Verint’s Impact 360 platform, or Ultra 10. This was new design, merging our 2 sites together running the Verint HUB & DC servers on virtual machines that connected to 2 separate VAMs, transferring recordings to a secure filer for long term storage.
Over the course of these upgrades the Audix platform was upgraded to an Intuity Audix platform whilst the Cisco ICM platform was upgraded to version 5 with assistance from our 3rd party support team.
In February 2006 I was promoted to Technical Services Team Leader covering Long Term Sickness absence. This lasted for 12 months before I was asked to manage the Technical Services team (responsible for the Wintel estate incorporating Telephony support) for an additional 6 months during a major management recruitment drive was completed. During this 18 month period I was responsible for all aspects of managing & a team of 12, resource management & ensuring service SLAs were met, budget management & supplier relationships.
We also upgraded our Wintel estate from NT4 platform to Server 2003 running a mixture of physical servers & virtual servers on several ESX hosts. New NetApp filers were introduced with replication to our DR site. A further 1000+ desktops were swapped out, again with minimal impact to service for our customer.
I also became responsible for resource management (support & project based) & project managing many customer initiated large scale office relocations; including a 20% increase in staff numbers, implementing extending working hours & transferring Home Office staff to new offices, on 2 separate occasions.
I have also assisted with the upgrade of our LAN & WAN infrastructure, replacing all elements of the LAN infrastructure (moving to a fibre based infrastructure, core switch & edge switch replacements) & secure offshore connectivity in my current role.