Subject Matter Expert for Global Voice Service Operations supporting multiple Avaya Internet Protocol Telephony (IPT) and NICE (NTR-X), NICE (NTR) Voice Recording applications/infrastructure.Troubleshoot level 3 issues, interact with Vendors and Carriers, and contribute to Business As Usual operations.Technical escalation for Global Voice Recording service managing and troubleshooting high complexity technical issues.Implementation of technical solutions and configuring applications in different environments in reaction to Business problems.Working with diverse stakeholders to identify requirements and design, document and implement the solutions to a published standard.Involved in developing the global NTR Voice Recording platforms and integration with a wide range of Voice applications e.g. Avaya IPT, IPC Unigy and core infrastructure.Train and mentor peers and more junior team members.Working in controlled production environments within Financial Services Technology.Significant experience in NTR and IPT platforms including complex deployments, upgrades and troubleshooting of issues.Good understanding of Enterprise Voice and Unified Communications solutions and Architecture components e.g. Avaya Aura, Session Initiation Protocol technologies, Skype for Business, IT Network Design.Working with standard production control processes: Incident Management, Change Management, Problem Management, Event Management.

Specialist Engineer supporting call recording systems: NICE, Verint and ACR. Servicing (High Profile) dedicated Customers, In-House Technical Teams, External Project Teams, Vendors, Engineers for mobile / fixed call recording solutions. Technical advisory for recording compliance on customer migrations, Installs, legacy systems covering encryption, security compliance, secure storage working within ITIL framework.Tier 3 Technical support for NICE Engage R6.15, NICE Trading Recording R6.7, NICE Trading Recording Fusion R2.4, NICE Interaction Management 4.1, NICE Perform 3.5, NICE Perform 3.2, NICE Perform 3.1, NICE Recording Express, NICE 8.9, NICE WFM / IEX, NICE Playback Portal with NDK, Verint WFO 15.2, ACR 15.2, Hosted solutions with awareness Avaya Blue / Red Technologies, Cisco & Infrastructure.Building virtual Lab environments for diagnosis, compatibility, testing, site readiness & training for Tier 2 Engineers. Technical advisory for builds, upgrades, Integrations, virtual solutions (vmware), SQL, Windows Servers, Firewalls, VLans, 3rd Party Software / Services, clustered systems with high availability for mobile & fixed networks.Collaborate with vendors and customers 3rd party engineers e.g. NICE, Verint, Avaya, ACR engineers… troubleshoot complex Integrations with bespoke solutions working to deadlines for FCA compliance (steer projects on course prioritizing day to day activities).Support onsite engineers / vendor engineers via numerous VPN remote connection methods Juniper, Cisco, WebEx, Teamviewer with Telephone / email / skype support.Management, conferencing, escalation & ownership of tickets logged via the Technical Service Center, prioritizing tickets, troubleshooting, advising, updating status, planning, raising change requests for In-House / Outsourced Teams, documenting work, next steps, closing keeping to SLA agreements.Handling pre-sales, design, project management, Install's & support.

Onsite NICE Engineer for Morgan Stanley.SME for NICE Trading Recording and NICE Recording Fusion.Daily pre-checks (BAU) for global NTR Systems, configuration, administration and support across the NTR Infrastructure.Successfully completed pilot project for recording offsite conference calls.Migration (Import) of Global users into NICE Recording Fusion.

NICE SME servicing Vodafone's (High Profile) dedicated Customer In-House Technical Teams, External Project Teams, Vendors, Engineers for mobile / fixed call recording solutions. Technical advisory for PCI recording compliance on customer migrations, Installs, legacy systems covering encryption, security compliance, secure storage working within ITIL framework.Tier 3 Technical support for NICE Engage R6.5, NICE Interaction Management 4.1, NICE Perform 3.5, NICE Perform 3.2, NICE Perform 3.1, NICE Recording Express, NICE 8.9, NICE Trading Recording 5.4 to 6.5, NICE WFM / IEX, NICE Playback Portal with NDK & WFO, Hosted solutions & awareness Avaya Blue / Red Technologies & Infrastructure.Building virtual Lab environments for diagnosis, compatibility, testing, site readiness & training for Tier 2 Engineers. NICE technical advisory for builds, upgrades, Integrations, virtual solutions (vmware), SQL, Windows Servers, Firewalls, VLans, 3rd Party Software / Services, clustered systems with high availability for mobile & fixed networks.Collaborate customers 3rd party engineers / NICE engineers, troubleshoot complex NICE Integrations with bespoke NICE Solutions working to deadlines for FSA compliance (steer projects on course prioritizing day to day activities).Support onsite engineers / vendor engineers via numerous VPN remote connection methods Juniper, Cisco, WebEx, Teamviewer with Telephone / email / skype support.Management. conferencing, escalation & ownership of tickets logged via the Technical Service Center, prioritizing tickets, troubleshooting, advising, updating status, planning, raising change requests for In-House / Outsourced Teams, documenting work, next steps, closing keeping to SLA agreements.Handling pre-sales, design, project management, Install's & support.

Remote Technical support for NICE Interaction Management 4.1, NICE Perform 3.5, NICE Perform 3.2, NICE Perform 3.1, NICE Recording Express, NICE 8.9, NICE Trading Recording 5.4 to 6.5, Redbox, Verint Audiolog, Hosted solutions & supporting several other well known Voice Recording Systems along with In-House Bespoke Solutions.Troubleshooting simple end user / admin tasks to complex scenario’s e.g. no audio, no CTI, Incorrect agent details, SNMP alarms, login Issue’s, user rights, configuring new phones & agents for recording / access, backups failing, archiving Issue’s, lost recordings.Integration with Networks, Firewalls, teleworkers, Domains, Active Directory & DNS.Liaising with customers 3rd party Engineers to help troubleshoot NICE Integrations with Avaya, Cisco, Nortel, Trunkside, Digital, Analogue & VOIP.Support onsite engineers & end users via numerous VPN remote connection methods Juniper, Cisco, WebEx, Teamviewer coupled with Telephone / email / Skype support.Management & ownership of support cases logged via Online Ticketing System (Teamdesk), setting priority, updating status, documenting work, next steps, setting current status then closing once rectified keeping to SLA agreements.Conduct remote site surveys, Health Checks & maintain customer site documentation, equipment Inventories via Teamdesk.Escalate support cases to 3rd party vendors where appropriate, completing fault diagnostics, chasing for updates & implementing fixes.Involved with Projects Installing, upgrading & testing NICE Voice Recording Systems alongside various other voice recording technologies & In-house bespoke systems.

Operational, commercial and financial responsibility for the delivery of IT management services to SME companies, managing software, network and hardware requirements via onsite, telephone and remote support.Developed the business from scratch to achieve a substantial client base, supporting up to 200 clients on per-call, per-incident and monthly service contracts over; 13 sites, covering 200 workstations, 15 servers, 11 mail servers and 150 remote users.Provision of exemplary customer service to build and maintain sustainable and profitable client relationships, becoming accepted as part of the client team.Full life cycle development and deployment of hardware, software and network solutions from conception to successful implementation and ongoing support.PC hardware support covering installation, configuration, upgrades and support of desktops, laptops, printers, telephony and PDA’s.Network specification, configuration, installation, security and administration.Design, creation, management of LAN, WAN and VPN networks.OS system support, technical maintenance of desktop and laptop computers; using Windows XP, Windows 95/98/ME/2000, Vista, Small Business Server 2000 & 2003, Exchange Server 2000/2003.Application support, software installation, configuration, troubleshooting for MS Office, Access, Internet Explorer, Outlook, Outlook Express and Exchange Email.Virus protection, email security, encryption, hardware, software updates, WLAN security & backup strategies.Define, analyse and capture business and technical objectives including increased productivity, cost reduction, and improved levels of service.Assessing systems and products, recommending and designing scaleable solutions to meet future business requirements.Presenting, investment and projected return to senior client management.Sourcing, selecting suppliers for hardware and software requirements.Assessing training requirements & implementing appropriate training.

Telephone and remote access support for 1000 users across 36 sites, logging, monitoring and owning all desktop, hardware, software and networking issues through to successful conclusion liaising with internal resolver groups and external IT Departments.Installation and configuration of network management tools including Netsupport Manager Remote Desktop Software and System Hound Audit Tracking software.Setup of all desktop and laptop hardware using standard builds based on Windows 95\98\NT\2000\XP operating systems, installation of Microsoft Office Suite products as well as third party bespoke software then providing ongoing site and remote support.Remote support of 700+ Citrix users, setting up new user accounts through Active Directory.Network configuration using TCP\IP protocol and Ethernet, wireless and VPN access.Network management including troubleshooting Microsoft NT & 2000 server issues, configuration and maintenance of email accounts on Exchange 2000, configuration and deployment of Norton Anti Virus Corporate, through to day to day tasks such as data and tape backups and email monitoring using mailsweeper.

Onsite and telephone based technical support role, with responsibility for testing, supporting and installing bespoke software written in VB, to assist In-House and external global client base, liaising with in-house developers on test results. Project managed a number of bespoke installation projects, maintaining excellent communication with clients to control project scope, discuss progress and identify risks.