Remote and on-site support of Aspect, Eckoh, Nortel, Coral, Ayava and NICE products.Troubleshooting and repairing of complex computer / telephony systems, including Networking, Databases, VOIP and other call centre technologies.Remote support & on-site installation of new deployments, both in UK and offshore.Migration support and decommissioning of legacy contact centre systems.Experience of working in datacentre environmentsWorked with a wide range of telephony products… Show more Remote and on-site support of Aspect, Eckoh, Nortel, Coral, Ayava and NICE products.Troubleshooting and repairing of complex computer / telephony systems, including Networking, Databases, VOIP and other call centre technologies.Remote support & on-site installation of new deployments, both in UK and offshore.Migration support and decommissioning of legacy contact centre systems.Experience of working in datacentre environmentsWorked with a wide range of telephony products (PBX, ACD, Diallers, IVR’s, Call Recording)Diagnosing and troubleshooting VOIP & TDM TelephonyWorked with databases (Sybase & MS SQL) & SQL QueriesSoftware and networking diagnosis working with Wireshark, TCPdump and netstatExtensive experience with most desktop & server OS’s including Windows, Linux, Solaris & AIXWorked with Virtual Machines (Oracle VirtualBox, Citrix XenCenter & VMWare)Dealing with major incident management & Change procedures across various companiesExtensive hardware installation and maintenance, experience with Dell, HP, IBM, Cisco & other vendors Show less

Support of legacy contact centre technologiesPrimarily Aspect Conversations (V6), Aspect Enterprise Campaign Manager (V3), Aspect Unified IP (6.6, 7 & 7.x), Aspect Advanced List Management (V3.x & V4.x).Also worked with Nortel MPS, NICE Perform eXpress, Avaya CM and more.Decommissioning of various call centre systemsWorked at PSS until it's acquisition by Eckoh.

Working dialler intraday roleDesign and implementation of new reporting suite

Heavily involved in the design and implementation of a Aspect ALM/Unified IP system, including the Aspect Design Workshop, Configuration, UAT & BLP testing, Managing the pilot and finally overseeing the migration both in UK and offshore.Managing Intraday dialler campaigns across the collections portfolio.Training of new staff members in the correct usage of the dialler.Excellent analytical skillsExperience with auditing of external suppliers and working to pass internal audits.

Initially seconded as Dialler Analyst in current role, taken on permanent in January 2010.