Adam M. Email and Phone Number

Key responsibilities include managing the Strategy Support, Problem Management and Change Management teams in EMEA. Builds and maintains strong relationships with Customers, External Suppliers, Account teams, Operations, Product teams, and IT.Responsible for leading a rigorous network change control process and team to ensure planned work is documented, reviewed, approved, and incorporated into scheduled work.Drives continual improvement though short-term tactical actions, as well as developing a long term organizational, systems and process strategy to exceed customer expectations and scale business.

Key responsibilities included managing the Strategy Support, Problem Management teams in EMEA. Responsible for leading the EMEA Digital Business Transformation programme, driving innovative solutions to improve efficiency & quality capabilities within the Service Operations Teams.• Acted as the lead change agent for driving business change across the organization within Service Operations.• Managed the Strategy Support function who´s key responsibility was the introduction of new Products, services, and processes on behalf of Service Operations working with regional and Global Product teams.• Managed the EMEA Problem Management Team who through the proactive identification of repeat customer issues were responsible for driving service stability and customer success.• Responsible for driving core network stability improvements through performance reporting and reviews with internal teams and external vendors.

Key responsibilities included:Overseeing the transition of new Voice Products and Services into Production ensuring operational viability aligns with standard business practices. Liaising with key business sponsors (Product, Engineering, Business Process Analysts) making key decisions throughout.Network and Customer risk assessment for all Voice related Change Requests prior to deployment to the network.Responsible for coordinating Technical Training to Tier 2/3 Engineers on new & Legacy Voice Products.Providing technical guidance in Service review meetings with numerous vendors spanning multiple voice technologies, including Aspect Hosted Contact Centre, Skype for Business.Continually drive revenue gain through annual contract support reviews.Technologies:Broadsoft BroadworksSonus 5210

I am known to be a reliable, conscientious and enthusiastic professional who is a strong team player and works well at all levels. Working with the company’s key accounts high integrity is paramount. Customers and (key business sponsors) regularly entrust me to take responsibility, follow through multi-tiered projects, liaising and making key decisions throughout.I have a proven ability to remain calm under pressure, prioritise and delegate effectively, ensuring execution of any of the deliverable's within day to day or project work is maintained to the highest standard. Flexibility an ability to learn and apply key skills quickly have played an important part in my career progression to date.Skills Summary:• OpenScape Voice Server Server (HiPath 8000)• Acme net-net 4250 and 4500• Acme net-net 2620• Deployment License Server (Siemens)• ACFE (Alcatel Certified Field Expert)• AQFP (Alcatel Qualified Field Professional)• Alcatel Omni PCX Enterprise (OXE)• Alcatel 4200• Alcatel Omni Office (OXO)• ISDX System Management Qualification on the ISDX 6.3• Ericsson MXOne• Ericsson MD110 Advanced System Management Qualification PABX BC9 – BC12

As part of the Tier 3 Support Team my main objectives are to provide Technical assistance to the Network Operations Centre, Service Assurance Teams, Service delivery and Project Teams. To provide job skills and knowledge sharing within the Technical Support Team, NOC and Service Assurance Teams, as well as any other Level 3 department that may require Tier 3 Support.To initiate, support, and complete pro-active network and service improvement projects.Detail instructional process documents and Technical Bulletins.

Part of a team of Support Engineers reporting to the Technical Assistance Centre (TAC) covering customers in the UK, and Global wide on a 24/7 365 basis. Areas included the Alcatel Voice product and its associated applications such as Call Centre, DECT and VoIP. Customers ranged from; commercial, hospitality, public sector to banking. Also provided remote assistance to the field engineers when required.