Luke V. Email & Phone Number

Bristol, England, United Kingdom

Bristol, England, United Kingdom

Swindon, United Kingdom

UC Consultant at Nationwide Building Society

United Kingdom

Contract role as a Network Consulting Engineer (NCE) working for Cisco Systems.

Bristol, United Kingdom

I resolve high priority and escalated problems for a varied customer base; specifically focussing on, Cisco Call Manager, Contact Centre Express, Gateways/CUBEs and related technical VoIP platforms. This is a naturally reactive environment where excellent customer facing skills are essential. I have held ‘Lead Technical Engineer’ duties for several large national enterprise clients, which involves reviewing Low Level Designs (LLD) for new projects, creating further documentation where necessary and acting as a focal point for the project transition into the support team.I also design and perform training for my BT colleagues. Most recently I custom designed and delivered a 4 day internal hands-on technical training course focusing on Cisco Voice Gateway & CUBE technologies.

Slough, United Kingdom

With Telefonica only recently forming their “O2 Unify” business, I was employed on a fixed term contract to assist the business towards its end goals around their new IP telephony support infrastructure.

Reading, United Kingdom

I worked in a team responsible for supporting Cisco UC implementations for over 200 customers. The primary focus of this role was resolving issues with Cisco Unified Communications Manager, but also involved working with co-resident technologies such as Contact Centre Enterprise. I participated with both project and installation work when required. In one instance I performed a Cluster wide CUCM upgrade (publisher + 8 subscribers) for a London Borough. On numerous occasions I worked under extremely pressurised situations. One example was a major issue with a leading bank’s MGCP gateways and respective ISDN communications with the local Telco provider. I progressed this 24x7 over the weekend, to ensure a satisfactory resolution for the customer before 9am Monday. In May 2012 I was promoted to a UC field engineer role. This significantly increased the amount of customer site project and technical investigation work I performed for our customer base. Unfortunately 2e2 became unexpectedly insolvent in February 2013.

In this role I supported a broad number of clients worldwide, from our London based office, specialising in Cisco unified communications. This involved resolving a wide range UC Communications Manager (v3-7, but mainly v6.x), Unity, Presence and IPCC (ICM) issues, as well as writing documentation to assist others within the company. During this time I expanded upon my CCNA knowledge by obtaining my full 'CCNA Voice' certification.

I commenced employment as a voice network trainee after passing the Society’s stringent multiple stage interview process. The focus of this work was to resolve telephony faults (legacy PBX and Cisco UCM / IPCC) for our administrative offices and 5 main call centre sites throughout the UK. It also involved data (specifically LAN) investigation and work. I was one of only 2 trainees promoted to a systems specialist within an 18 month period.In 2006 I achieved the role of senior systems specialist, working between the voice support and ‘network management’ teams. This role involved identifying shortcomings within the voice alerting infrastructure and documenting recommended solutions before implementing them. I also performed project work, such as a large re-design of the main non-geographic service delivery IVR numbers into Nationwide's call centres utilising BT Inbound Architect.

Previous to the society I worked for WS Atkins in a small team of 6-8 people as a 1st & 2nd line desktop support engineer supporting Swindon Borough Council's infrastructure. Our support team supported a user base of 2500 people utilising over 100 applications across multiple sites and we primarily looked after the desktops & printers.

Hnc, Business Information Technologies Computing

Education record