Keith Brooker Email & Phone Number

Newcastle Upon Tyne, Gb

Newcastle Upon Tyne, England, United Kingdom

Newcastle Upon Tyne, England, United Kingdom

Newcastle Upon Tyne, England, United Kingdom

Winchester, Hampshire

Senior IT Project Manager responsible for delivering complex business change and IT services Projects, both process and technical, covering the full project & testing lifecycle.• Hampshire County Council is the 3rd largest Shire Council in England, employing 37,000+ staff to deliver services to Hampshire’s 1.3m residents from social care to teaching & education, through to the management of Hampshire’s Outdoors (country parks and nature reserves) and major infrastructure/engineering/road maintenance Programmes. Hampshire’s budget for 2019 (value of services administered) was £1.7bn.• Hampshire County Council has modern Enterprise Class IT Infrastructure & Platforms that span On-Premise and Cloud based technologies (Cloud First digital strategy).

Winchester, Hampshire

IT Project Manager responsible for the build, test & deployment of a multi channel customer contact centre for a new integrated transactional back office centre (combining transactional elements of HR, Finance and procurement). Part of a shared services arrangement between 6 public sector organisations, serving 100K+ customers.• 2yr Transformation programme of 10+ work streams working with Hampshire's approved partner Deloitte, as well as Di-Data & Virgin Media Business (VMB).• Full CRM build, front and back end, with Integration to telephony/voice, web, SAP, legacy systems, as well as Supplier and Customer portals. • CIC scaled for 450K customer contacts per annum through telephone, eforms and web chat. Outbound contacts from the back office handled through IVR self service.• Overall First Contacts for all 6 organisations reduced by 212K per annum saving £2.1m in contact handling costs over 5 years. 160K contacts pushed to self service. 52K of avoidable contacts redirected through IVR or engineered out by process design.• Target operating model of 40% of contacts through inbound voice achieved (industry standard: 55%).>Technology: Avaya Aura telephony platform – Avaya CC Elite (H323 & SIP), Avaya call recording & CMS (reporting) with integration to Avaya’s Experience Portal (for IVR); Lagan CRM at Go-Live (replaced by SAP C4C in 2016); SAP NetWeaver Portal & Fiori applications (SAP front end for Transactional back office); Webdyno Pro and Promenta Connect SAP eforms; ASP.net web forms; VOIP MPLS WAN. Hybrid cloud/on premise infrastructure running virtual VMWare ESXi 5.1 and windows server 2012. Integrated agent desktop deployed via Citrix. Middleware integrations delivered via Dell Boomi platform (Middleware).

Winchester, Hampshire.

Ops Readiness and Transition lead for multiple IT enabled channel shift projects (voice to web). Involved throughout build, test and deployment phases. Delivered a seamless and consistent approach to readiness, go-live, transition and hand over to BAU.• Examples include online fault reporting, eAdmissions, ePermits & Applications, ePayments and Online Bookings.• 60k transactions shifted to Web Self Service in the first 10 months following deployment in line with target of 200K transactions during the investment period (on track for saving £500k net operating costs - in the front and back offices).>Technologies: Lagan CRM, PEM (EXOR), Impulse (CACI), Zipporah, WolrdPay, SAP, Eworks, WPS (LiveLink WCM), ASP.Net, ArcGIS, SQL Server and Oracle Data Stores. • Additional technology projects involved with during this period included PCI (CallGaurd) PoC and deployment, contact centre desktop hardware refresh and replacement of the Genesys Telephony platform (Contact Centre).

Winchester/Fareham, Hampshire

Senior Operations role managing BAU delivery (contact centre operations) & projects focussed on process improvement & transformational change. Re-engineered operational and business processes to drive down service delivery costs and increase operational efficiency. Net operating costs reduced by 14% over an 18 month period. Highlights/achievements:• Consolidating corporate fulfilment services (Blue Badge, Concessionary Travel, printed publications) & transitioning to the contact centre, eliminating legacy process bottlenecks and achieving an average 96% SLA target within first 3 months (5 week back log before change). 85% of fulfilment activity distributed to multi skilled agents (Kanban), removing the need for embedded/specialist teams. 8 FTE saved (£165K per annum). Print cost savings of £169K;• Implementing a new IVR on the Contact Centre Front end to redirect avoidable contact. Internal transfers cut by 26%;• Streamlining CRM script flows and configuration to remove unnecessary steps & reduce CRM maintenance tasks. Total agent clicks reduced by 200K in the first year. Dev maintenance tasks cut by 20%;• Developing a costed business case for reducing the Centre’s opening hours by 10hrs per week, saving £125K on staffing and facilities (£627K over 5yrs);• Implementing a new forecasting model and WFM solution following best practice visits to Dyson, Cunard/P&O and Autoglass. Resource, planning and forecasting function redesigned. Agent utilisation (occupancy) increased by 18% (to 88.7%) and attrition lowered attrition by 14% over an 8 month period. Overall reduction (staff cost saving) of 10FTE in the initial tranche (approximately £170K saving annually).

Fareham, Hampshire

IT Support & System Administration for contact centre operations. Responsible for the support and maintenance of all contact centre operations/platforms during significant period of expansion in services & technology, from inbound telephone/voice only to advanced voice (IVR, Routing & Queue Call back) and multi media channels (Email, SMS and Web). • 30+ services transitioned to the Contact Centre over a 2.5 year period as part of contact centre roll out programme.• Day-2-day operational activities & tasks included: troubleshooting/problem; incident management/escalation; work queue management; performance reporting & data analysis; system administration & configuration; business continuity; maintenance tasks & back up procedures; CRM configuration & development; change control; data storage. > Technology: Avaya IP telephony, Genesys CTI and WFM. Thin clients and Citrix deployed for the agent desktop with Lagan Frontline CSP (Lagan CRM) and CallMedia softphone used as the agent interface/front end. CRM integrated with various hosted applications via WebSphere’s ESB middleware. VOIP network, BT Termination Kit, Cisco and Extreme Switches. Data Centre based on Dell server hardware running VMware ESX and W2003 Standard (latterly W2008).

Winchester, Hampshire

Developer / Configuration Analyst for a large scale CRM implementation in a new Contact Centre scaled for 2m contacts per annum (200+ agent seats). Part of a team of 10 developers involved throughout each phase of the development lifecycle from initial requirements analysis through to configuration, development, testing and release. Initially joined team as junior developer.

Wallisdown, Poole.

Marketing & Communications role supporting varied initiatives across the organisation's alumni and marketing development programme, e.g. fundraising events/materials, proposals, Student prospectus, web content and presentations etc. Made redundant at the end of October 2005 as part of an organisational wide re-structure.

Aberdeen, Scotland

Scotoil Group. Former ICI Subsidiary serving the UK & Middle East Oil & Gas sectors (now part of Tradebe Group). Graduate trainee role in Sales & Marketing working across the company’s range of services (as they were at the time) from drilling muds to drill cuttings, through to tank, vessel & drain cleaning, as well as On/Offshore NORM (Naturally Occurring Radioactive Material) decontamination & RP (Radiological Protection) services.

Master'S Degree - Mba, Business Administration And Management, General

Postgraduate Diploma - Dipm, Marketing

Master'S Degree - Msc, Marketing

Bachelor Of Arts - Ba (Hons), Sociology

Project Management

• MSP Practitioner, 2016. • Prince2 Practitioner, 2008/2013/2017. • APMP (PMQ), 2017. • Better Business Cases Foundation, 2015. • ITIL.