Adrian Cresswell Email & Phone Number

After 40 years of full time work, I'm calling it a day..Thank you to all my former colleagues who have helped me along my work life journey.From British Telecom, Telewest, Mitel, Charles Schwab (best job ever!) Rentokil and finally Interserve.It's been a pleasure!

West Midlands

Technician / SME, responsible for planning , design and implementation of telephony projects across the entire Rentokil & Interserve telephony estates, consisting of over 1,000 call centre agents located at numerous sites – predominantly Mitel, Avaya and Cisco platforms, often within very challenging time scales. Additionally, managing and rectifying major incidents as well as dealing with “business as usual” tasks.Main Achievements• Designed & configured Microsoft Teams Voice for the entire Tilbury Douglas (formerly Interserve Construction) Estate, prior to being made redundant.• Redesign & configuration of call flows, including reporting; also adding full Disaster Recovery / Business Recovery across multiple Mitel clustered call centres (ACD paths, agent skill groups, CCC, CCM, BT Architect etc)• Migrated UK Pest Control Contact Centres & Financial Departments, away from the Mitel platform to the new Avaya platform. This involved vector design, including multi-level IVR’s, VDN’s, Skills, Avaya Call recorder, IQ etc.Qualifications: BTEC Telecommunications Levels 1 - 5 (1983-7)CIA Financial Planning Certificate Level 1 (1995)ITIL V3 Foundation (2013)Training / Skills Summary: • Microsoft Teams Voice • Avaya Aura CM call flow design / administration, IQ, WFO, Modular Messaging etc• Mitel 3300 / MCD / MiVoice, Installation & Maintenance, ACD, ARS, OPS Manager, NuPoint, Enterprise Manager, Contact Centre Client, Contact Centre Manager, Commander etc• Cisco CallManager & Unity Voice mail - basic admin• BT Architect – NGN administration, MIS / Rapid reports. Analyst Converge• Multiple Call Logging systems• Multiple Call recording systems• Service Now, LANDesk & BMC service management suites• Desktop skills: Microsoft Word, Excel, Access, PowerPoint, Outlook, Project, and Visio.• Disaster Recovery planning from both IT and business perspectives• Change Control / Problem Management

Wombourne, Wolverhampton

Purchased and ran a bakery business with redundancy money (Charles Schwab sold European operation to Barclays, relocating to Glasgow), consisting of two retail outlets and a production site, employing 12 people. At the point of purchase the retail outlets were barely breaking even, this was turned around into a very profitable concern by the time the business was sold.

Cannon House, Birmingham

Headed a team of five technicians and had total responsibility for all aspects of design, implementation, administration, maintenance and disaster recovery for Charles Schwab Europe’s Voice infrastructure, including related technologies, across its linked UK sites. Worked closely with all internal departments, as well as external suppliers, at all levels, to ensure all business requirements and expectations were fully met. The role, although managerial, was also fully technical.Main Achievements• Designed and implemented, within budget ($1M) the voice communications infrastructure at Charles Schwab’s new flagship Milton Keynes site, which included a 300 seat call centre spanning two sites. Systems utilized included Apropos (real-time, CTI, multi-channel interaction management application) Mitel SX2000, Voice mail, Dictaphone CTI digital voice recording and Picturetel videoconference equipment.• Substantially reduced ongoing business costs ($800k/pa) by analyzing changes in the business model and modifying the voice communications infrastructure capacity, in all areas, to meet prevailing business needs, without loss of quality or service.

Cannon House, Birmingham

Employed by Charles Schwab Europe, to establish and run a dedicated “Voice Communications Team” within the existing IT infrastructure. Migrated from a purely technical role to the Voice Communication Manager position, responsible for a permanent team of technical specialists, whilst maintaining a ‘hands on’ style.Main Achievements• Designed and implemented the move of our head office’s entire Voice infrastructure, between Mezzanine and First floors.• Implemented Dictaphone digital CTI (line side) voice recording, to replace the limited existing analogue (extension side) system, at the head office.

Specifically recruited into the role of resident engineer for Charles Schwab Europe, to provide installation, maintenance and day to day administration of their Mitel equipment. Main Achievements• Designed and implemented voice communications at a second Charles Schwab site in Birmingham.• Implemented a second SX2000 for call center (ACD) use.

West Midlands

Joined as an apprentice, gaining comprehensive technical and practical experience in all aspects of telecommunications. Undertook role of customer premises engineer, developing into the role of Special Fault Investigation officer by 1990, conducting in depth investigations of complex, high level business customer complaints.

Btec Telecommunications, Telecommunications Technology/Technician, Levels 1 - 5

Block release, whilst an apprentice for British Telecommunications PLC

Secondary School - Various, O Levels