Bernie Wright Email & Phone Number

Tring, Gb

Home Counties

Aylesbury

Lead supporting the banks TDM and IPT telephony infrastructure ensuring service exceeds business SLA's.Managed service escalations with 3rd parties such as BT, AVAYA, IBM and C&W.Support the resolution of incidents to root cause managing a range of suppliers such as BT, C&W and Avaya.Collaborated with stakeholders to ensure service is maintained at the highest levels.Implemented large complex infrastructure projects ensuring they meet agreed milestones and budgets. Supported the migration of the banks TDM legacy telephony estate to a unified IPT HUCS platform a total of 24,000 end users.Suported the migration of 99,000 DDI and 5,000 branch emergency service 999 CLI numbers into the BT MMVOIP network. Collaborated with BT and IBM managing the migration of IBM hosted voice network to BT. Enabling BT to take control of the heritage IPT platform. Facilitating a break in the support contract if not met would have incurred additional support payments of up to £4M+ a year.Lead telecoms in a Group Property Integration (London) programme. Key in supporting the project reach its objective of moving 12100 people between 18 sites enabling the closure of 5 head offices. Supported the voice team in securing its objective of moving a total of 35,000 staff and closing 231 offices. Bringing a multi million pound benefit to Lloyds Banking Group as part of its £2bn integration target announced to the City.Supported the team technically and contribute in their development.

Aylesbury

Managed and supported the banks telephony network which includes centralised Avaya, hosted Cisco IPT and BT MMVOIP. As well as Avaya, Meridian and Mitel TDM switches. Supported CMS, Symposium ACD, MI applications. As well as power diallers, IVRs, ICM, non geographic numbers and support applications.Consulted with the banks approved 3rd party suppliers in scoping, costing and delivery of large infrastructure projects.Managed project delivery project initiation, scoping and 3rd party engagement. Recommended and drove improvements to process. Improved service and business experience. Delivered telecoms services to existing and green field sites, both TDM and IPT telephony. Incorporated centralised call recording, CMS and ACD. Deployed and tested applications to support the playback of recorded calls and retrieval of Agent reports to support the contact centre supervisors.Collaborated with the business continuity team scoping business teams work area recovery (WAR). Agreed test schedules and managed cyclical testing of WAR. Reviewed plans on a regular basis to ensure fit for purpose.Controlled and actively managed patch upgrades to telephony platforms and voice gateways. Ensuring currency across the estate to ensure support and service levels are maintained.Understand change process and lead times. Ensure all changes are understood and scoped correctly. This is to reduce delays and impact to service.

Aylesbury

Lead technical specialist.Managed third party suppliers ensuring accurate financial control and adherence to strategic and operational blueprints.Supported upwards of 3000 staff on a complex Aspect Contact Centre, Mitel sx2000 (x 5) and Index switches (x 26) network. Including call recording, logging, IVR, voicemail wallboards.Scoped upgrade and additions to infrastructure.Managed all large moves.

Home Based - South East

Hemel Hempstead, United Kingdom