• Leads a team of four Design Support Specialists responsible for technical validation of customer managed services orders and configuration management. In this role I am responsible for evaluating design documentation to produce specific CPE configuration templates.• Working closely with the Design Engineering group I successfully implemented a revised technical design solution fulfilment procedure to improve the end-to-end CPE configuration process. Major success included modular design documentation to drive service delivery as ‘business as usual’. This eliminated multiple team handoffs and improved the quality of ‘right first time’ turn-ups.• Close working relationship with internal stake-holders; order desk, service delivery and design engineering (inputs), service delivery, logistics and service activation (outputs). Also work with ICT teams to improve workflow management systems to meet customer requirements.• Acts as the Subject Matter Expert (SME) within EMEA Service Activation for the Metasolv workflow management & provisioning system. This involves evaluating process flows to introduce new or revised tasks and processes to improve delivery of managed services.

• Led a team of Support Engineers, whereby I was responsible for the technical assurance of complex Managed IP Services customer orders; evaluating daily workflows, actively assisting and providing direction to subordinates as required. In this role I set the direction and objectives of the team in line with customer requirements and business priorities.• Pro-actively managed all escalations for orders that were in jeopardy of exceeding standard intervals, this involved liaison with internal stake-holders to resolve technical issues and providing progress reports to Senior Management as required.

• Test and turn up of customer IP services in cooperation with the customer and field services teams. This included, managed IPVPN and IP Access using Cisco routers and switches. Core devices included both Cisco 10K and Juniper M-Series routers.

• Responsible for technically validating customer orders for complex large managed VPN networks including those with multiple converged technologies; assigning equipment lists, managing and allocating IP addressing, analysing design requirements and allocating configuration templates as appropriate.

• Responsible for leading and managing the virtual team responsible for planning, installing, testing, scheduling and activation of complex telecommunication orders worldwide, ensuring a high level of customer service. This included personnel from Global Crossing as well as other Tier 1 carriers, LECs and third party technical vendors throughout Europe, Asia and North America.• Specialised in the provisioning of dedicated services to the financial markets sector which included managed on-net and off-net trader voice, data (frame-relay) and managed IP services.