Providing pre- and post- sales system engineering and architecture support to major UK Service Providers on Poly's (formerly Polycom and Plantronics) comprehensive product range, including but not limited to- Polycom SoundPoint, VVX and CCX Desktop telephones- Polycom SoundStation and Trio Audio and Video Conferencing suites- Polycom Eagle Eye Cameras and Studio Video Bar devices- Plantronics Call Center and Unified Communications USB headsets

Leading the UCaaS Voice Operations team for UK and Europe. Technical Liaison point for several major UK and Europe-based customers.Responsible for the direct support, remote hands, system configuration, maintenance, installation, hardware replacement, repair, troubleshooting, and tracking of Hosted PBX, PBX-Plus and Video Applications, including Broadsoft Broadworks platforms, Polycom handset estates and Oracle / Acme Packet Session Border Controllers.

- Operational support and maintenance of the voice infrastructure; covering BroadWorks Hosted VoIP platform and estate of Polycom handsets, TDM carrier Sonus Softswitch, Telsis IN, Acme Packet SBCs and PSTN Cisco gateways.- Coordinate the virtualization of all Broadworks platform elements.- Provide support to the Service Delivery Team by performing server-side provisioning tasks on the Sonus, Telsis IN, SBCs and the BroadWorks platform, which includes adding customer-specific gateways and custom number routing- In-depth fault diagnosis for customer faults escalated by Support teams- Advising on product features and limitations / identifying workarounds- Liaising with 3rd party vendors and operators’ support channels, reporting and managing faults

- Led a team of 17 developers, engineers and DBAs in developing, building, supporting and maintaining Management and Reporting Systems BCRSS and GTAMS.• Supervised a staff of 17 people in the USA, France and Belgium, ensuring the smooth operation and continued development of OBS Reporting Systems.• Provided oversight of the voice network traffic and provided detailed performance and cost reporting.• Performed requirements analysis for GTAMS (Global Traffic Analysis and Management System) and BCRSS (Best Cost Routing Support System) development and enhancements.• Provided guidance and advice to OBS Voice & Video Business Unit on a variety of issues including operations, customer and network trouble management, capacity and quality management, carrier pricing and rating methodology, switching translations and regulatory issues• Monitored and reported system and team KPI performance and took corrective action where necessary.Accomplishments:• Designed and managed the delivery of systems to analyze traffic distribution trends, product mix changes, network termination costs and traffic class profiles by applying regression analysis and linear programming.• Successfully executed several complete system upgrades and physical relocations, including migration of systems and databases to Cloud architecture.• Redesigned all systems to accommodate worldwide voice system migration from TDM to VoIP (H.323 & SIP)Other Areas of Responsibility:• Designing and implementing ETL processes and procedures for automated import of network inventory, traffic and costing data into BCRSS systems.• Processing and loading of CDR (Call Detail Records) into GTAMS (Global Traffic Analysis and Measurement System) and BCRSS (Best Cost Routing Support System).• Managing the BCRSS Intranet website and associated servers and services.• Ensuring smooth and consistent performance of interface between GTAMS and BCRSS.

Managed all Network and Field Operations for Global One's Australian Voice and Data networks.Oversaw the establishment of three new Switching / Data Centers in Sydney and Melbourne, as well as the decommissioning of one site in Sydney.Served on Global One's International Operations Consortium, helping to identify and define operational automation opportunities and improvements for Global One worldwide.

Established, built and managed AAPT's National Network Operations Centre, with 13 staff on a 24x7 basis.Nurtured the NOC through an exceptional period of rapid growth (from 150 customers in 1993 to 200,000+ customers in 1998).