Andrew Ward Email & Phone Number

We help independent telcos who use Metaswitch products with network changes/migrations, troubleshooting and hosted PBX.

Enfield, Gb

As VP Operations I led a team with full responsibility for all aspects of fulfilling our products to Metaswitch's service provider customers (who run the full gamut from small rural providers to international Tier 1 carriers). My teams's responsibilities included: - selecting our suppliers and managing the ongoing day-to-day and commercial relationships - planning and managing our hardware and software license inventory - constantly improving our processes for receiving goods, building and fulfilling customer orders - ensuring that we consistently deliver customer orders on-time and meet our quality objectives.During my time in this role we implemented processes that - reduced shipment errors by 80% - improved stock turns by 174% - increased efficiency (COGS/person) by 89% - reduced operating expenditure by 49%.

Enfield, Gb

Managed a team with responsibility for the assembly and shipment of all Metaswitch hardware to customers across the world - within a Lean Manufacturing environment.

Enfield, Gb

My time as Director of Customer Support was split into two distinct phases. In reverse chronological order, they are as follows.Aug 2010-Jan 2012: I created and managed a new team with responsibility for our initial customer turn-up process. This team ensured our US service provider customers had a smooth experience through physical installation, configuration of our products, acceptance testing and PSTN migrations. In my time running the Commissioning Team we successfully established repeatable processes and best-practices for all these phases of turn-up, which resulted in significant improvements in the efficiency, quality and consistency of our new customer engagements.Dec 2008-Aug 2010: I managed a team of Customer Support Engineers providing Level 1 and Level 2 support to over 100 service providers in the North East US and Eastern Canada.

Enfield, Gb

I managed a team of 1-5 CSEs with responsibility for all Metaswitch customers within the Great Lakes region of the US. I was responsible for the training and professional development of my reports, the success of our customer deployments, and the improvement of our internal support processes.

Enfield, Gb

As a CSE I was responsible for the technical support and program management of my assigned customer accounts. This role required technical, communications and project management skills to troubleshoot problems, plan migrations, prioritize work and communicate with customers and other departments within the company.

Enfield, Gb

I worked mostly in C, C++ and Java to design, code and unit test components of an X-500 Directory, a phone and web conferencing product, and SIP VoIP call processing.