David Mcclymont Email & Phone Number

Newton Mearns, Gb

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

Glasgow, United Kingdom

Key Responsibilities:• Ownership for the progression of all incidents, problems and changes within the operational environment. • Stakeholder relationship with client Platform and Service Managers to agree initiatives which ensure full platform availability and productivity. • Proactively recommend enhancements to the platform, feeding into the Design team. Consult with BT design, client and implementation teams to develop new services, evaluate and agree standard solutions.• Vendor engagement and management• Own and deliver training and documentation across operations and implementation teams.• Consulting and sign off for service design, operational models, and accepting into service for new services.Achievements:• No Major Incidents on the Contact Centre or Multimedia platforms for over 4 years• Mean Time to Resolve for P1 and P2 incidents on the Contact Centre and Multimedia platforms under 10 minutes for year 2019/20• Developed, tested and deployed home working solution for the contact centre during the COVID-19 pandemic• Oversaw migration of branch and admin site PSTN break out to a cloud solution

Glasgow, United Kingdom

Working within the Nationwide Building Society (NBS) contract as the UK Operations Manager, incorporating Networks, Voice and Security operations and BAU activities.Key Responsibilities:• Assigning resource to client work tasks; including faults, problems, and standard requests• Operational Service Delivery; including proactive risk management and reactive incident management• Stakeholder Management; including direct customer contact• People and Performance ManagementAchievements:• Implemented rota structure to ensure all works covered and managed appropriately, reducing pending fault and standard service request figures by 55% and 60% respectively, and subsequently maintaining this manageable figure.• Incidents meeting SLA fix times increased from 94.37%, in October 2014, to 95.59% in December 2014. Thus meeting the customer target of 95%. The largest improvement coming within the Priority 3 incidents increased from 91.25% to 95.92%.• Ensured service stability throughout major upgrade of the voice platform, where 2 CUCM clusters, UCCE, Unity and the Verint Impact 360 products were all upgraded.• Managed 12 Direct Reports to improved CARE results in the “My Manager” section from their previous line manager. Results showed I had higher marks in every section than the Global Services average, and in all but 3 for the BT average.

Glasgow, United Kingdom

A promotion within the Nationwide Building Society (NBS) contract to a Lead Voice Technical Consultant, working on Cisco Unified Communications, including CUCM, UCCE, CVP and Voice Gateways, Verint Impact 360 Systems and Teleware.Key Responsibilities:In addition to the aforementioned Senior Professional Consultant responsibilities:• Lead Consultant for BAU Operations and Build activities; providing technical consultation to Operations, Build, Project Management and Design and working as the main contact for customer escalations and queries on the NBS Voice infrastructure.• Assigning project, build and fault work to voice team, including on call and fault rota management• Development and improvement of members of the NBS Voice team, to champion a high performing team.Achievements:• Audited deficiencies within the voice devices, including security hardening, management access, monitoring and backup. This led to multiple deficiency corrections, such as, 100% backup compliance, from the previous 50%, and correction of the 33% of devices with management access issues, thus creating a 100% fully accessible and monitored infrastructure.• Improved the process for patching Windows servers within the Voice infrastructure thus reducing from 8 out of hour’s changes down to 2; improving overtime costs and work life balance of the voice team.• Pioneered the Accept into Service (AIS) process for the voice platform, to ensure all new devices/service were up to a pre-determined standard before being brought under the operations team management, including operations team training, environment guides and devices accessible by BT monitoring and management systems.

Glasgow, United Kingdom

Working within the Nationwide Building Society (NBS) contract as a Voice Technical Consultant, working on Cisco Unified Communications, including CUCM, UCCE, CVP and Voice Gateways, Verint Impact 360 Systems and Teleware.Key Responsibilities:• Technical leadership of projects and implementation on all aspects of Nationwide’s Voice infrastructure• Challenge and provide improved methods to the existing ways of working• Deliver complex & challenging projects at an individual level without impact to service• Utilise the continuous improvement methodology to realise improvements on processes, costs or efficiency within the team and across organisational boundariesAchievements:• Created a daily check process for the NBS voice platform which ensures that the platform is stable and functional at the start of each working day.• Championed a new knowledge repository for the NBS Voice team, containing resources for troubleshooting, repeatable tasks and general knowledge/helpful information on the voice platform, aimed at varying levels of expertise.• Upgraded 2 Cisco Unified Communication Manager (CUCM) clusters, which included over 20,000 end user devices.

Glasgow, United Kingdom

Key Responsibilities:•To lead a virtual team in the restoration service and resilience across BT Cisco VoIP Telephony Platforms, working with BT suppliers (Cisco Systems) where required in achieving this. To provide clear and concise reports to BT’s senior management team, BT Global, and other stake-holders on the progress towards service and resilience restoration. •To work as part of a team in the evolution of service and functionality along with the introduction of new customers onto BT Cisco VoIP Telephony Platforms.•To drive a “shift left” culture, thus up-skilling, through coaching, development and training 1st, 2nd and 3rd line Operations and Technical Support Teams•Emergency Support via a 24/7 On Call Rota•Identify and carry out platform improvement activities•To ensure all intrusive change activity is managed ensuring changes on the network are communicated to the Change Teams and ensuring the governance of activities and the risks to Customer Service is mitigated.•Engage with key suppliers to drive service improvements from the relevant areas.•Interface with customers, up to and including General Manager level across all lines of business.•To ensure future technology roll outs meet operational needs and to ensure future platform closure is carried out with minimum impact to service.•To ensure the Network is able and ready to support the product and service offerings to Customers and support Operational Readiness Testing (ORT) to ensure that new products and services can be effectively supported in-life.Customers include:N3, London 2012, Lloyds Banking Group, RBS, Santander, NAG, Prudential, Rexel, National Express, House of Fraser and a number of smaller organisations.

United Kingdom

I joined the BT Graduate Scheme within ICT and Research in September 2008 and covered 3 roles during my time on the scheme, all of which were based within the Cisco VoIP field

During my time as ICM 3rd Line Support Team Leader, my key responsibilities were:• Manage three direct reports• Agree and set objectives for my direct reports• Agree and set personal development plans• Manage team performance• Hold regular one to ones and team meetings• Hold, at least, quarterly performance reviews• Allocate development action plans• Agree Annual Leave and Overtime claims• Responsible for the availability of the ICM service and platform• Responsible for the availability of the Hosted IP Contact Centre (H-IPCC) service and platform• Responsible for change management within the ICM and HIPCC platforms

In my time with BT I have also worked within the Hosted Internet Protocol Contact Centre (H-IPCC) Centre of Excellence under the BT Operate Line of Business. IPCC is a Cisco VoIP technology used for contact centres which utilises two pre-existing VoIP technologies; VoIP Multimedia Platform (VMP) and Intelligent Contact Management (ICM).During my time within the H-IPCC CoE I was involved in projects such as:• Maintaining and improving dashboards to display H-IPCC equipment information in a user friendly manner• Migrating work from one department to another• Setting up Windows SNMP traps to be delivered from the ICM database when certain events were triggeredMy other duties include:• Arranging for work to be carried out on faulty pieces of equipment, which included:o Arranging engineerso Ordering spare partso Returning faulty parts• Helping out with general work within the Centre of Excellence, including:o 1st point of contact for incidents within the H-IPCC frameworko Monitoring SNMP traps for possible problemso Monitoring ticketing systems for any faults raised to H-IPCC CoEo Monitoring dashboards for signs of possible equipment failures

London, United Kingdom

This role is an extension of my work with BT as a Cisco VoIP Technical Specialist, but is very much focussed on support for the London 2012 Olympic Games. As a result this is a very high profile role with much tighter SLA and service restoration times. I am part of a focussed team at the Technical Operations Centre that work pro-actively and re-actively to ensure the Games will run as smoothly as possible with no interruptions due to technology.