2nd and 3rd line support for IP Telephony, Cisco Voice Portal, ICM 7, and Witness in a large corporate environment. IPT, Witness and CVP are spread over a distributed multi-site network. The organisation is migrating from legacy voice to Cisco IPT/IPCC. Security and robustness are important in this banking environment.

Providing both second line support and consultancy involving process and service improvement. The products include Callmanager 3.3 and 4.2, ICM up to version 7, Unity, CRS (IPCC Express), Witness call recording in clusters, and Arc console. The customer base is around 6000 seat, but ramping up to 30000 seat call centres in the near future.

Providing IPT engineering and consultancy to this skills house including:-
Callmanager 5 rollout and PBX interlink, designing Callmanager 5.1 migration procedures. Barclays Capital – CCM5 rollout – A high profile, high pressure mini project to help with a CallManager 5.0 and Unity 4.2 rollout to green field sites in the city. A Callmanager 5.1 and Cisco Unity Express (CUE) remotely to Hong Kong.

Cisco voice Design and Implementation. I worked on a number of projects, full lifecycle, design and implementation of Callmanager 4.x to 5.x data migrations, including a Callmanager 5.0 rollout to a large further education college. The duties involved discussing the requirements with the customer, putting together project plans, implementation and support.

Voice Support. Cisco voice support on Call Manager 4.2, Unity 4 and IPCC Express 5, Witness call recording and Cisco silent monitoring. Security, high availability services and FSA compliance were critical for this large Financial organisation. Projects also included legacy voicemail migration and Call Manager 3.3 to 4.2 upgrade

Network and Voice consultant. I was brought in to advise how to improve the support process for 400+ sites on Call Manager 4.1 over a Cisco network including Catalyst 6513, 4006 and Cisco Wan infrastructure. I also helped design and implement an ADSL network rollout to 96 sites including VoIP and security, and Call Manager upgrade/rollout to 300+ users.

Providing 2nd and 3rd line support for this consultancy company on Cisco products in the AVVID range. The 300+ customer base varied in organisations from small office to large international corporates. The work involved mainly support work, picking up problems from alarms or call logging systems and remotely diagnosing and fixing.

Call Manager Express and Unity Express Consultant – A small 25 user site, looking for a design and implementation of this new product. Working on my own, I was required was to liaise with the customer to define their specific requirements, design, install and implement CME, CUE, and Automated Attendant within their corporate standards. Design and implementation included Call Manager, Unity, and network on Cisco 3745 and Catalyst 3550s

Cisco networking/Voice/Server migration – Implementing a new converged Cisco VoIP and data network. As the senior member of the team, I helped to advise and migrate the voice and data network from the legacy systems to a Cisco based infrastructure, reconfiguring the Cisco network equipment and relocating the servers etc to a site of approximately 2000 users. Equipment included Cisco Catalyst 3500, 6500, and Call Managers

Providing support for a carrier based implementation of ICM/IPCC including NICM, NIVR, CICM, Call Manager and ACD integrated voice networks. The user base was on the order of 20000+ people over multinational networks and 20 different customers. Duties included picking up faults on a shift basis in a team providing 24/7 cover, liaising with 3rd party maintenance providers, and remotely fixing faults on call routing, CAD desktop, call tracing/debugging etc

I was asked to design support operations for this Call Manager, Unity, IPCC and VoIP support team. The existing team had little knowledge of AVVID support and needed training, support experience and design of operational procedures such as network management. I acted as mentor to the team, bringing a high level of expertise and experience to the remote operations team. My duties also included support for Call Manager, IPCC and Unity as well as designing an Operations Manual for the department.

Providing senior second and third line support for Cisco’s Europe, Middle East and Africa region supporting the AVVID/VoIP, included Call Manager, ICD, ICM/IPCC, Unity, Cisco 5300s and 3600 routers and Catalyst 6000s. I was brought into the team to add an in-depth and wide range of skills, from LAN/WAN, IOS voice, and Call Manager experience, and to mentor the existing team. I was an IPT exhibitor at Cisco’s Networkers show, and have been involved in project work with AVVID design and implementations from site upgrades to planning implementations of 5000 user systems.

Training, combining routing, switching, dialup, voice-over-IP and IP Telephony with Cisco Call Manager. The course was for up to CCIE level engineers, designing, installing and supporting Cisco VoIP and IP Telephony solutions including labs that emulated large multi-site installations, on various Catalysts and voice routers.

A 700 PC structured rollout using Ghost. Windows NT infrastructure design and implementation, Windows NT Terminal Server and Metaframe. I then became involved in CISCO networking, Terminal Services and Citrix Metaframe.

Second and third line server and network support work and team leader in this multinational organisation.

A technical management role reporting to the Group MIS Manager, responsible for all computer functions in ETC, the largest company in this group as well as team support functions throughout this multinational group

[Concurrent with my permanent AAH position] I delivered Windows NT 4.0 training at this small training organisation

Reporting to the managing director, I was solely responsible for all aspects of IT in this small telemarketing organisation. The role was very customer facing and including liasing with customers to all levels including directors of large blue chip organisations