Martin Docherty Email & Phone Number

Glasgow, Scotland, United Kingdom

I managed an operational reporting team located in Glasgow and a remote team in India dealing with all direct Mobile Network Operator Customers technical issues on inventory or performance reporting in addition to all aspects of the customer self-serve portal order handling. Regularly ran high level stakeholder technical review meetings to discuss the performance of our reporting tools and initiated a change to proactive validation of the reports in order to try and identify and resolve any issues before it had an impact on our MNO customers. This enabled me to identify any system issues by identifying any trends in reporting issues. By looking into the RCA I got fixes put in place to ensure we are providing the customer with the most accurate reporting data as possible and optimising our Operational Support System performance by removing any DI issues.I was the Technical Expert for all Mobile Network Operator’s technical queries and the escalation point for any issues/queries.

Glasgow, Scotland, United Kingdom

Team lead on 21cn Strategic Managed Ethernet Access Solution (SMEAS) delivery, providing technical solutions to resolve order journey issues and managed migration live issues. Ownership of Direct Peering and KCOM projects that required high level of attention to detail and accuracy of execution. Responsible for onboarding new team members and coaching all team members on new capabilities to ensure optimal team performance. Process improvement/refinement, develop new products from manual planning and configuration order journeys to strategic OSS driven journeys. Team lead on system release and User Acceptance Testing.

Glasgow, Scotland, United Kingdom

Responsible for planning, design and configuring the 21CN Managed Ethernet Access Solution customer network routings for Mobile Network Operator customers. As this was a new product the role was constantly evolving to enable us to provide the customer the best possible service with tight time scales in the most cost efficient way. Initially providing services via RO1 resilience before upgrading all sites to RO2 resilience. Planning the Synchronous Digital Hierarchy Core for the High band services to build the customer networks to delivering the first mobile backhaul circuits via PDH, SDH (MXLLs) and Access SDH. We then moved into the Mobile world with the Planning and delivery of MEAS Switch sites followed by the services which were Time Division Multiplex & Asynchronous Transfer Mode which then evolved to Direct Ethernet and finally IPVPN.

Glasgow, Scotland, United Kingdom

Managed a team of 13 individuals at C3 Grade responsible for providing an excellent customer service experience, routing, and managing wideband and highband orders to a successful completion. Run regular Team meetings, 1:1's, coaching and supporting the team were key elements of the job.Interfacing with front office and field personnel to resolve any issues and gaining the best outcome for our customers.

Glasgow, Scotland, United Kingdom

For the MOD contact within this role I had complete responsibility for a high volume of orders for a demanding customer. I would deal with customer escalations and then chase the orders through the relevant departments in order to meet the customers expectations. Due to the unique terms of the contract BT signed with the MOD I had to focus on areas of the business that were not normal for job controllers/project co-ordinators and had to be vetted for security clearance and sign the official secrets act due to the nature of the work.For the Business As Usual wideband/highband megasteam, framestream, ISDN30 and featurenet services I was responsible for assessing, planning, routing, design and managing orders to successful completion. Coach and support new colleagues as they joined the team. Interfacing with front office and field personnel to resolve any issues and gaining the best outcome for our customers.Proficient the use of numerous technical systems, conduct presentations both on technical and process issues. Provide sound technical advice to the team, field engineers, other BT agents and customers and continually support the management team and team members who solicit my advice and expertise.

Glasgow, Scotland, United Kingdom

Modern Apprentice within the Glasgow CWPC Job Control/Project Co-Ordinator team.Achieved an HNC in e-business from Glasgow College of Commerce, Customer Service NVQ Level 3 and Using IT NVQ Level 2