Arlene Brown Email & Phone Number

Greater Manchester, England, United Kingdom

Reading, United Kingdom

Part time additional responsibilities taken on in parallel with main Sustaining Manager role since 2013 • Projects valued up to EUR 500 000, multiple engineers. • EMEA region: delivering to customers in Ireland, Sweden, Netherlands, South Africa, FYR Macedonia, Poland using both on site engineers and remote staff in UK, India, China, USASuccessfully delivered 4G mobile voice calls Proof of Concept deployment for a Nordic mobile operator 2014-2015: 6 virtualised products deployed in 5 months and integrated with existing Ericsson networkNegotiated +25% project revenue through chargeable project change requests for a European mobile operator

Reading, United Kingdom

Manage a team of 15 engineers supporting Tier-1 mobile operators around the world – Vodafone Group, O2/Telefonica group, etc • 5 direct reports in UK / 10 in India, mixed in-house and contractor staff • Monitor and report performance against customer SLAs and ensure processes are fit for purpose delivering customer bug-fixes and custom development. • Handle issue prioritisation and dealing with customer escalations Managed transition of staff from Canada to low-cost centres in India to reduce costs while ensuring customer service level agreements were maintainedTook care of gap analysis and process changes on behalf of the team, to achieve corporate TL9000 quality certification & maintain ISO9001 certification

Reading, United Kingdom

• Last line of technical support for Mobile Core Telecoms Network software products and supporting software applications - software bug-fixing, including validation and performance testing• Promoted to UK team lead role interfacing to teams in Canada, US and India• Responsible for quality and processes to meet internal OLAs / customer SLAs including performing internal auditsHeaded a Rational Clearcase/ClearQuest Task Force after a large number of delayed software deliveries were attributed to Rational software development tool problems: improved workflows by identifying and addressing the top 10 “pain points” and rolling out corrective actions / training to the global R&D teams in UK, Finland, Canada, US and India

Maidenhead, United Kingdom

• Custom-funded HLR-product feature development with business-critical deadlines• Development split between UK and Russian outsourcing • Moved to customer-facing support role, including 24/7 pager support Mentored a new graduate to successfully take on a customer-facing role to a level where she joined the 24/7 support rota handling critical out-of-hours customer escalations for Nortel’s global HLR-product customers