Andy Burrows Email & Phone Number

Newcastle Upon Tyne, GB

Newcastle Upon Tyne, United Kingdom

Part of the Enterprise Architecture and Delivery team. Governance oversight of dynamic range of IT projects and programmes (c £15m per annum). Project Governance Gateway - setting standards and holding PM's to account.

Newcastle Upon Tyne, United Kingdom

Implementation of a £30m+ project over 6 years to modernise the means by which records servicing electrical assets (63k substations / 60k miles of underground cables and overhead conductors) are displayed and maintained in a co-joined Oracle eAM / Oracle Spatial system. This is more than an IT project - it is a once in a generation opportunity to cleanse.

Delivery Assurance Manager working within the Information Management team (part of the Asset Management directorate). Project Manager – Oracle, Enterprise Asset Management (EAM) Business case preparation. Project Lead – Investment Plan Monitoring and Control programme.

Key stakeholder engagement and matrix management of resources tasked with the resolution of complex escalated data mismatches. Increased revenue by billing customers for energy (several £M) not previously accounted for and obtained compensation (several £M) associated with electricity (settlements) consumption error. Resolution of complex escalated data.

Responsible for 2nd Line Support / Agent Performance Management and Reporting. Managed Escalation Service on behalf of Key stakeholders including the Change of Supply and Customer Billing functions. Resolution of complex “Data Flow” issues associated with annual churn of ~1.4M Change of Supply gain and loss transactions.Matrix management and coordination.

Centralised control and reporting function established following the deregulation of the domestic energy Supply market. Developed KPI reports and established 2nd line support and escalation services leading to a reduction in customer complaints. Key representative at senior, prioritisation & strategy meetings. Established confidence at senior management.

Design specification, invitation to tender, competitive appraisal, contract award, installation, test, training and hand over of; two IVR systems, three Automatic Call Distribution systems, three Management Information Systems as well as numerous advanced telemarketing services to 3 X 200 seat call centres. Coordinated the upgrade of telephone and data.

Design, invitation to tender, competitive appraisal, contract award, coordination and installation of Ethernet Local area networks (2000+ data points across 20+ sites) as well as interconnection of sites using Wide area Router and X25 networks (utilising in house microwave and BT private circuits).

Diagnosis of telephony, data, SCADA, microwave, security and radio related faults. Coordination of fault repair using internal staff and external suppliers.

Technical Officer (Telecoms engineer) Data & Fax installation & Private Services Control following 3 year technical apprenticeship.