Michael Foster Email & Phone Number

Gloucester, United Kingdom

Role Purpose: Working closely with IT service management ensuring regular business forums are effective and service improvement initiatives are delivered to customer expectation. A focal point for all telephony based services ensuring appropriate delivery and communication of our VOIP (Voice over IP), Mobile, Call recording, MI (management information) reporting and workforce management services. Main Responsibilities: Take responsibility for the development and maintenance of Ageas voice related systems ensuring services are delivered to agreed service level expectation. Take responsibility for all matters relating to voice based services such as changes to business demand and key telephony projects, moves, adds, changes. The development and ongoing maintenance of our voice related processes, policies and procedures. Development will include both internal telephony and mobile phone support and delivery. Conduct regular account and supplier management meetings ensuring agenda, minutes and actions are carried out in an appropriate manner ensuring best value with clear understanding of contractual delivery and expectation. Working closely with our business, contribute to our overall business continuity planning process. Management, reporting and delivery of voice related MI. Key focal point for Voice related service delivery and service improvement program. To provide cross training of Voice related processes to other members of the IT team. Role Context: To ensure we maintain and deliver our services to service level agreements (SLA) expectation and ensure adherence to Key Performance Indicators (KPI) related to our internal and contracted services.

North Bristol

Key Responsibilities• Deputy and lead technical advisor for disaster recovery and business continuation plan’s.• Sole business contact for telephony requests (hardware and software) and maintain databases to maximise business efficiency.o System configuration – Operating hours, Holiday tables, IVR Design, Call Routing/ Reporting etc.o Witness Contact Store management and Modular Messaging admin.o CMS Supervisor maintenance, configuration & report design.o Licence & Hardware management for all systems.o Maintaining Avaya Site Admin & Business records.o Liaise wth marketing for implementation of non geographic numbers.o Geographic & non geographic number management.o Support with major infrastructure changes.o Fault diagnostic and fault resolution.o CLS domain expert and stake holder for telephony in CAB meetings.o 2nd line resolver for requests and incidents.• Co-ordination of new starter setup taking in to consideration hardware requirements, software accessibility, systems licensing and time scales involved.• BAU fault resolution and escalation with desktop support circa 500 users.• Project Lead / Support on a programme management basis.• Reporting major incidents to the business and leasing with the relevant internal/external teams to find a solution and recording downtime, investigating root cause and recommending improvements.• Procurement of all Desktop / Telephony hardware and Software/System licences.• Key holder for the Business Premises.• Service improvement programme trainer producing A-Z documentation to assist with 1st line diagnostics and improve user experience.

North Bristol

Key Responsibilities · Working on a large department in a team of 12 we assist customers with multimedia and connectivity issues between handsets dongles and other mobile devices. As well as the devices we need a wide range of product knowledge that enables these devices to work details such as benefits, cost, alternatives and limitations.· We remotely diagnose/fault find with keen questioning to enable us to find a resolution with a wide range of customers each with a different level of experience with that device, so good communication and attention to detail contributes heavily to correct diagnosis.· Recording information is vital to our role to help us identify common issues and for continuous diagnosis/repair also works in accordance to DPA. We are targeted against time keeping, customer satisfaction surveys and working in teams