Dave Fry Email & Phone Number

Orlando, Florida, Us

In this role I manage two teams, our UK based Field Service Engineers (providing audio visual solution proactive & break fix support across the whole of the UK) and our backfill OnSite AV Technicians (predominately based across various corporate sites in the London area).In 2019 I led a project to implement Dynamics 365 Field Service as an upgrade to our existing D365 CRM solution, including developing the functionality of the Asset table to meet business requirements.In 2020 I was seconded to set up Electrosonic’s Global Service Desk, which included improving our Dynamics 365 infrastructure, the implementation of ITIL practices and further improving our asset management capabilities. I also worked closely with and provided input to the global Business Transformation team to ensure all changes aligned with long term process rationalisation. These projects called for an ability to think creatively and challenge outdated methods, expertise and clarity in process development, and an understanding of day to day operational requirements, coupled with in-depth knowledge of the Dynamics 365 CE platform and the best in UI/UX design.

Orlando, Florida, Us

This role is to manage both the Field Service Engineering team, who keep Electrosonic's customers' solutions working as they should, and the team of Flexible Support Technicians who provide essential backfill for our OnSite AV Technicians across various customer sites.

Orlando, Florida, Us

Enhancing Electrosonic's service performance and delivering new capabilities.

Orlando, Florida, Us

Supervising a team providing dedicated on-site AV support to EY at 25 Churchill Place in Canary Wharf, London. The team provides a wide range of AV services, from meetings, audio and video conferences to major events. I worked closely with EY clients across all levels of the organisation and collaborated with Electrosonic colleagues, IT and front of house teams to ensure seamless service delivery. As a recent contract win, my team and I were able to turn this site into a showcase of Electrosonic's onsite support capabilities. I hold the AVIXA Certified Technology Specialist (CTS) qualification and have experience of working within AV maintenance, diagnosing and resolving issues in collaboration with clients, colleagues and external vendors, as necessary.

Orlando, Florida, Us

Provided dedicated on-site AV support to blue chip customers in Central London, supporting meetings, audio and video conferences and major events. Worked closely with clients across all levels of the organisation and collaborating with AV colleagues, IT and front of house teams to ensure seamless service delivery.

Orlando, Florida, Us

I provided dedicated on-site AV support to blue chip customers in Central London, supporting meetings, audio and video conferences and major events. I worked closely with clients across all levels of the organisation and collaborated with AV colleagues, IT and front of house teams to ensure seamless service delivery.

After identifying a major barrier to effective learning and instructor efficiency, I researched and designed an app for the iPad which has revolutionised the way thousands of driving instructors engage with their pupils, reduce wasted time on administration and improve their customer care. Pete Robinson and I jointly founded Instructor Software Ltd to develop and market both the iPad app and the new connected pupil app PassRight, designed to increase road safety by improving the way pupils engage, learn and retain information, as well as give driving instructors their own branded training, admin and marketing tool. As well as being published in the UK trade press, I have also presented at a number of national events, including the ADI National Joint Council annual conference.As Co-Founder and Director of a very small startup, my roles include sales, marketing and website design, customer service, customer success manager, trainer and video producer, product manager, product design and development, supplier/operations management, financials and statutory reporting.I also trained and qualified as a DVSA Approved Driving Instructor and held an ADI badge for 12 years, obtaining a Grade A licence.

Ca

I managed service levels & accreditation, implementing action plans with channel partners as required, and negotiated annual support maintenance fees based on key performance criteria. I managed the delivery of all technical & hardware support to the channel partners, with weekly and monthly reporting against KSIs from operational up to executive levels. I also established new initiatives to improve order shipment timescales and mitigate risks, as well as resolving invoicing & payment queries. Serving as the senior point of escalation for support and order management issues, my role not only included successfully restoring service as quickly as possible, but also driving root cause analysis & improvement initiatives as part of the follow-up. As well as providing support to a number of customers and channel partners, such as Vodafone, EADS, 3Net, Maintel, Azzurri & Phoenix, I also spent three years as the appointed Operations Manager for KCOM, Nortel’s second largest partner in the EMEA region.

Ca

Working for the head of Global Operations EMEA, managing employee communications for over 8,000 employees. Created executive messaging to employees, supporting PowerPoint slides and reference materials, and organised EMEA wide employee briefing events. Significant exposure at cabinet level and with the regional leadership team. I took ownership for the regional Livelink document management system, and designed & implemented a user friendly front end and end users training in order to promote greater employee use. I successfully transitioned the outdated intranet site to a new corporate site infrastructure, managing virtual teams of local contacts, and created web based employee training, increasing staff knowledge of products and solutions and improving staff morale by briefing Operations staff on positive product messages and customer testimonials.

Ca

I was promoted to the Vodafone global account team in Newbury, providing post handover operations support across the whole account. I managed virtual team members in-country providing local support for five major clients and personally provided direct support to all remaining Vodafone properties across Europe, particularly UK, Ireland, Belgium, Romania & Poland. I provided the Services input to bids for new business, working closely with the Account & Commercial Teams to promote consistency across the region whilst accommodating existing customer specific agreements. I also delivered sales & revenue forecasting, and financial & headcount reporting. Specific achievements included resolving a complex integration project issue in Belgium, a major IVR issue in the UK and setting up customised data equipment training on-site in Bucharest to overcome government travel restrictions for Romanian nationals.

Ca

I joined Nortel Networks to set up and co-ordinate maintenance support to WorldCom’s European operations activities, including management of their 24hr on-call escalation support. I developed and extended the role to incorporate all in-service support management, shaping the way Nortel managed support for their strategic accounts, including COLT, Carrier 1 and Energis. I also trained a range of new hires to the role in the UK, and spent four months in Madrid acting as the Carrier Operations expert, setting up an equivalent team and training the local service managers.Taking a disparate range of procedures, I authored new SLA and procedure documentation in order to deliver maximum customer satisfaction via the client service desk which became the standard format for other customers. With significantly better aligned processes to follow, customer handling across the whole Carrier business was simplified, reducing training needs for the Service Desk and improving productivity. I created & implemented procedures for support of Managed Centrex Administration Service provided by the European NMC. I was also tasked with managing the Service Desk Recovery Project with aggressive timescales and quickly delivered tangible process and service improvements by creating teams of local experts, motivating them, directing their enthusiasm and valuing their contributions. I delivered project momentum by managing the progress of 17 individual workstreams, early resolution of critical issues and regular communication with stakeholders, then following on to streamline and improve processes and procedures across the EMEA Carrier business.

London, London, Gb

I was contracted (on 6 month renewable terms) for 2 years to provide project operations and account management support to a wide range of projects for the Telecom Services division, supporting Transco's internal and de-merged customers, with particular focus on Transco South. I created a major database of cost requirements and re-designed a high volume internal ordering process. After a year, and two contract extensions, I was promoted to an Account Manager with responsibility for the whole of South East England, delivering projects including PABX replacements and voicemail installations for new offices, including a successful complex move of 200 staff into new-build premises in Maidstone under very tight timescales.

London, Gb

I was one of the team of 6 that set up the FeatureNet Technical Centre (FTC) in London Docklands, and was the Order Entry specialist. I created, developed and proved internal procedures, particularly relating the CSS order entry system, working closely with the pre-sales and installation engineers to capture data requirements for provision. The team successfully delivered the FTC as an operational unit within target for the high-profile launch of BT’s FeatureNet service, one of the UK's first cloud based services. After working closely with the FeatureNet Marketing Team, I took responsibility in August 1992 for managing BT’s national FeatureNet Presentation Suite, presenting and selling to BT's blue-chip customers at executive level and acting as the FeatureNet Subject Matter Expert nationwide within sales discussions. After pro-actively analysing implementation issues, I developed a FeatureNet training programme for BT Service Centre staff that I delivered nationally, and was UK-wide Customer Success Manager, providing on-site support & training to key customers, particularly for call centre applications, switchboard operations and critical users.

London, Gb

My entry into Telecoms was being employed as a Commercial Officer, arranging telephony services for all of BT's business customers in major geographic areas of East London, and managing progression of work accurately via the order processing system. I improved the quality of customers' orders by establishing regular liaison with the engineering controllers and jointly working to improve first time accuracy.I quickly developed a broad knowledge of portfolio products and services, as well as the transition from MOH and CRR to the new project management based CSS system, and acted as IT site co-ordinator.I regularly volunteered to work at other locations in Ilford, Forest Gate, Wood Green and Shaftesbury Avenue in order to improve my technical and organisational knowledge.

London, Gb

Providing administration support to insolvency professionals, both office based and on-site, and managing ex-employee claims.

London, England, Gb

Secure cash management, banking, financial reconciliation, EPOS technology trainer.