Mark Webster Email & Phone Number

Now integrated into Avaya as Customer Service Manager continuing with the Account management, operational delivery and business growth of 3 x Major customer Managed voice Services accounts. Personally responsible for all aspects of, Service Delivery incl availability as Customer SPOC, SLA adherence, Financial profitability, business development/planning and third party contracting. Includes, running face to face Service reviews to customer management up to VP level.

Responsible for defining all operational requirements for the importing of customer voice networks (PBX's) into the Managed Service contract. •Full Transition flow charts and processes from customer request thro ordering to acceptance by the customer •Production of fault management and Moves Adds and Changes (MAC) procedures•Service Partner Working documentation, detailing the guidelines and operating rules for our remote first line maintenance (FLM) partners•Site installation pre-requisites (what the customer needs to provide prior to works starting)•PBX backup and remote monitoring installation procedures

October 1996, Technical Project Manager for the Pfizer Re-cabling project. This was a project value exceeding £3m, and involved the design and installation of a complete new voice/data-cabling network at the Pfizer research and manufacturing site in Sandwich, Kent. Involved managing a small dynamic team of 5 people running the project ‘Roll Out’ – project carried out in conjunction with BT who were installing a 500+ user Meridian 81C voice PABX. The project involved the purchase over 2km of external duct works plant, 12km of external copper multipair cabling, and complete EIA/TIA 568 specification structured cabling systems CAT5 (or better) performance for over 80 buildings. Key tasks included:• Design and implementation of external duct infrastructure in conjunction with Pfizer Consultants and civil works/cabling contractors (McNicholas)• Survey, Design and implementation of BS6701 compliant multipair external cable overlay• Survey, Design and selection of internal structure cabling system (Krone/Alcatel CAT6 based) • Provision of Fibre Optic cabling for external remote Meridian shelf Connectivity• Subcontractor selection, pricing negotiation/structures• Design of implementation processes and procedures• Issue of all Installation documentation and ‘As Installed’ drawings (Autocad) and documentation culminating in customer handover• Farming of this customer to gain further business (achieved approx. £300K additional orders)