Evaluating and managing new initiatives and business opportunities. Overseeing market analysis, monitoring competitive activity, and identifying customer needs. Providing leadership in planning, designing, and implementing business plans with information technology strategies by understanding customer's business requirements. Focus on offering Cisco collaboration solutions as they relate to future business environment and helping to conceptualize the means to apply information technology as an asset. Creating process change by integrating new processes with existing processes and facilitating business improvement programs.

Providing business value to clients and leading Cisco unified communications and collaboration projects.

Designing and implementing robust unified communications and collaboration solutions using best practice solution delivery methodologies.• Providing technical and consultative assistance in the design and implementation of complex solutions.• Assisting in the development of documents for presales, design, implementation, testing plans, maintenance plans, and end-user as well as administrator training.• Creating innovative solutions in response to RFPs and business opportunities• Collaborating with vendors and running workshop sessions to define business requirements whilst providing analytical support for projects to ensure successful delivery on time, budget and scope.• Liaising with business stakeholders and colleagues to enhance current business processes and adoption of new technology.

Ensure both clients and Touchbase people achieve maximum utilization of their technologies by offering unrivalled levels of technical expertise through an understanding of the business environment. Facilitate all aspects of remote and on-site solution support, advice and consultation from fault resolution to system enhancements. Responsibilities include:Configuring, maintaining and troubleshooting unified communication solutions - Cisco IP telephony networks, unified contact centre enterprise, customer voice portal, and telepresence.Integration of real-time communication services such as instant messaging, presence information, telephony, and video conferencing with non real-time communication services such as voicemail, e-mail, sms and fax from different vendors such as Cisco and Microsoft while adhering to PMI methodologies and ITIL framework. Delivering exceptional service in response to requests and queries of all major and minor issues impacting on both Touchbase and her clients' businessesResponding to all e-mails, web portal requests and phone calls in a timely and professional manner ensuring regular updates are providedMaintaining ownership of assigned requests through to resolution, escalating either internally or externally as appropriateProviding remote assistance, diagnosing and fixing network faults and liaising with field engineers when remote diagnosis/fix is not possibleProviding technical leadership, ensuring ITIL best practices are demonstrated throughout the teamEnsuring all OLA/SLA's are consistently met; prioritize requests to ensure satisfaction in line with expectationsTraveling to locations during and after hours, weekends and holidays to provide maintenance support on rota basis

Progressed into a leadership role as the European IT Support leader and primary responsibility was leading the European IT Support team. Responsibilities included:Supervision of junior staff; delivery of internal projects; reporting to Global IT DirectorAdministering Cisco ASA firewallBlackberry enterprise server support and administrationManagement of the local inventory of desktops, laptops and other hardware, performing or scheduling any necessary maintenanceMet with clients to discuss system requirements, specifications, and timelines for internal projectsPlanned, organized, directed, controlled and evaluated key performance indicators of the European IT Support teamDeveloped and implemented internal policies, procedures and service level agreements.IT personnel professional development and training

Worked within the global IT team responsible for delivering, first, second and third line support of internal voice and data network operations across Europe. Responsibilities included:Providing technical support to clients as part of the global contact centreManaging pc and network infrastructure including ordering hardware in accordance with the EU IT budget and maintaining the company's hardware and software asset databases using the CA asset management serverTroubleshooting technical issues with internal software and hardware including fault finding, diagnosing problems and referring escalations to the manufacturerDesktop application support of windows 2000/XP OS, Office 2000/2003/2007, Avaya Engineering Applications, Avaya Modular Messaging, Lucent Security Management Server, Arcserve V9 Backup Software, CA Unicentre Service DeskMaintaining incident support queues and mailboxes using the CA Service Desk call logging systemMaintaining central software/hardware asset databasesManagement of the Global Applications accountsLucent Brick Firewalls and Avaya routers and switches administrationSet up and maintenance of Definity Voice and Avaya Modular Messaging systems including Avaya S8700 support and configuration and support of the UK/EU IP telephony and digital networkMicrosoft Win200/2003 Active Directory and Exchange maintenanceImproving internal communication

Managed the installation of Interlink College of Technology & Business Studies' computer network. Responsible for designing and installing the local area network at Interlink's College new campus in Walthamstow, London.Network administration - Microsoft Active Directory/Exchange 2000. Computer Literacy trainer for European Computer Driving Licence qualification.