Mark Willett Email and Phone Number

As a Global Support Engineer I provided both technical and design level support of the CS1000 VoIP Unified Communication (UC) solutions, adjuncts and peripherals plus the legacy TDM PBX.It involved liaising with end-user customers and/or business partners to understand the often complex nature of the reported product defects.I had to draw inference from both empirical and anecdotal observations to understand the scenario by either: - Remote diagnosis of the target platform by viewing system logs, IP packet captures, configuration, etc. - Build, configure and replicate issues in a lab environment. - Attend the affected site as a key member of a rapid response team for critical escalations.Using information gleaned from these methods, I would replicate the reported issue. This could be anything across a broad spectrum of IP, SSD storage, Server platform interactions, GUI, feature usage plus various protocols, including H.323, QSIG, Q.931, ISDN, EuroISDN, MCDN, DASS, DPNSS and AML to AACC.If I could not resolve the problem through changes to either the software or hardware configuration, I will escalate and engage the design teams, to create solution for the customer within Service Level Agreement (SLA) targets.I provided account and sales teams the solutions to diverse customer telephony proposals.Through both New Product Introduction (NPI) field trials and end user problems, I continually drive quality and stability improvements by engaging R&D/Design groups for all product defects.I proof read Technical Documentation for errors and omissions, where I escalate to the Technical Writers for creation of a revised document. These corrections will be added to the standard suite of platform technical documents and uploaded to the public support web portal.I would also maintain a working lab environment for the CS1000, Signalling Server, Media Gateway Controllers (MGC/SMG), CallPilot, various telset peripheral types and Avaya Aura Contact Centre (AACC6).

Provided level 3 and level 4 support to EMEA business partners, customers and end-users of the CS1000 VoIP PBX and Meridian TDM PBX platforms.Pro-actively Engage with the level 3 support teams to leverage best in class support delivery within Service Level Agreement (SLA) targets.Travel to customer premises to provide: - On-site problem investigation, analysis and resolution. - Provide both hardware and database configuration 'corrective audit' providing optimal performance and prevent a low risk to known problems. - 'Hands-on' end-user training. - Symposium Call Centre Server (SCCS) support within ACD environments. - Provide Call Pilot voice messaging support.I have created an extensive quantity of software code solutions across the 1000E, 1000M and Meridian platforms which become released to the global install base via the Patch at Manufacture (PAM) delivery process. I drive these software solutions in to the Design Engineering and Sustaining teams for inclusion in the quality circle as part of the product life-cycle.

Team leader of a group that provided level 2 and 3 support to business partners and customers across the Middle East, Africa and West Asia.Platforms included SL1, iSLX, BTEX, Meridian TDM PBX and Meridian Mail voice messaging.I made regular in-country visits to build stronger partner relationships through: - Installation planning, deployment and testing. - Bid responses. - Enhanced support and technical training. - Single Point of Contact (SPOC) for their escalations and queries. - Creation of bespoke support model for the region. - Proactive delivery of software updates to drive down end-user problem reports. - Customer and end-user training.

Installed, configured, commissioned and maintained a diverse product range in the private sector across the UK southern region: - Telecom key-systems and large PABX switches. - Security Intruder Alarm systems. - Fire detection, alarm and extinguishing solutions. - Commercial UHF/VHF distribution.Completed a full telecommunications apprenticeship.