Neil Perry Email & Phone Number

Coventry, Gb

Avaya UC Engineering team moved across from Allvotec to join the team at IPNetix in April 2022• Deliver a professional, high-quality engineering service to customers with complex voice and data solutions across multiple platforms and technologies.• Engineering (remote or onsite);- technical support, fault investigation & rectification, pre-planned moves, adds changes (MAC) work, proactive maintenance tasks, backups, upgrades, work as part of project installations team as required.• Aligned engineer to specific customer accounts, primary escalation point for advice, support escalation, ‘local knowledge’ etc. - acting as customer liaison and passing any concerns or sales opportunities back to account manager / SDM.• Occasional cover for first-line NOC / helpdesk team - proactively investigating, diagnosing and resolving system alarms generated by monitoring solutions (NET-IQ and Virsae), logging tickets and handling customer calls and email requests.• On top of my engineering duties, from April 2022, I’ve also taken-on several key elements of former Service Knowledge Manager’s role.• Proactively update MI, collaboration and ticketing systems (such as Dynamics, AE15, Great Plains, Teams, SharePoint etc.) with relevant, high-quality information and customer details to provide a traceable, auditable source of reference.• Proud to be considered (and regularly utilized as) a source of technical assistance, and a ‘trusted advisor’ to customers, colleagues and management – I have provided training using my own materials for both groups; creating training manuals, user guides, “how-to” and other operational documentation for technical and non-technical audiences to enhance understanding and knowledge sharing.• My skills, flexibility and enthusiasm to take on new challenges helped ensure I have been retained as a valued team-member whilst our group has transferred from Central Telecom to Vodafone (company takeover) and to Daisy, Allvotec and IP Netix (TUPE).

United Kingdom

UC engineering team moved from Daisy to form a new business, Allvoteco Deliver a professional, high-quality engineering service to customers with complex voice and data solutions across multiple platforms and technologies.o Engineering (remote or onsite);- technical support, fault investigation & rectification, pre-planned moves, adds changes (MAC) work, proactive maintenance tasks, backups, upgrades, work as part of project installations team as required.o Aligned engineer to specific customer accounts, primary escalation point for advice, support escalation, ‘local knowledge’ etc. - acting as customer liaison and passing any concerns or sales opportunities back to account manager / SDM.• In 2020, (after key staff left), I voluntarily added Resource Management / technical vetting role alongside my engineering duties.o Validate new engineering requests, identify most appropriate engineering resource according to skill-set, location and availability, contact engineer to explain requirements and discuss/advise on best course of action, allocate work to engineer. o Created new MAC process. by driving our engineers to follow the new process, I was able to evidence an improvement of ~£190,000 after just the first 12 months. An additional revenue stream which higher management were previously unaware of.o Recognised for my essential part in the swift, successful migration of all contact centre and back-office staff to home working at start of COVID crisis.• Promoted to engineering team-lead in recognition of my efforts in supporting fellow engineers and business stability during COVID.o Manage timesheets, holiday bookings, on-call rotas and shift swaps to maintain staffing levels and guarantee suitable coverage. o Act as mentor, hold regular 1-2-1’s with engineers in my team, and resolve or escalate any work or personal issues raised.

United Kingdom

UC Engineering team moved across from Vodafone to Daisy communications, Feb 2017.o Deliver a professional, high-quality engineering service to customers with complex voice and data solutions across multiple platforms and technologies.o Engineering (remote or onsite);- technical support, fault investigation & rectification, pre-planned moves, adds changes (MAC) work, proactive maintenance tasks, backups, upgrades, work as part of project installations team as required.o Aligned engineer to specific customer accounts, primary escalation point for advice, support escalation, ‘local knowledge’ etc. - acting as customer liaison and passing any concerns or sales opportunities back to account manager / SDM.o Occasional cover for first-line NOC / helpdesk team - proactively investigating, diagnosing and resolving system alarms generated by monitoring solutions (NET-IQ and Virsae), logging tickets and handling customer calls and email requests.• Proactively update MI, collaboration and ticketing systems (such as Dynamics, AE15, Great Plains, Teams, SharePoint etc.) with relevant, high-quality information and customer details to provide a traceable, auditable source of reference.• Proud to be considered (and regularly utilized as) a source of technical assistance, and a ‘trusted advisor’ to both customers and colleagues – I have provided training using my own materials for both groups; creating training manuals, user guides, “how-to” and other operational documentation for technical and non-technical audiences to enhance understanding and knowledge sharing

United Kingdom

Central Telecom purchased by Vodafone Jan 2009o Deliver a professional, high-quality engineering service to customers with complex voice and data solutions across multiple platforms and technologies.o Engineering (remote or onsite);- technical support, fault investigation & rectification, pre-planned moves, adds changes (MAC) work, proactive maintenance tasks, backups, upgrades, work as part of project installations team as required.o Aligned engineer to specific customer accounts, primary escalation point for advice, support escalation, ‘local knowledge’ etc. - acting as customer liaison and passing any concerns or sales opportunities back to account manager / SDM.o Occasional cover for first-line NOC / helpdesk team - proactively investigating, diagnosing and resolving system alarms generated by monitoring solutions (NET-IQ and Virsae), logging tickets and handling customer calls and email requests.

United Kingdom

• Originally joined Central Telecom as an Avaya INDeX specialist field support engineer, also working on IP Office before training up on Avaya Aura Communication Manager (version four onwards - to current) and becoming a qualified and respected tier two engineer.o Deliver a professional, high-quality engineering service to customers with complex voice and data solutions across multiple platforms and technologies.o Engineering (remote or onsite);- technical support, fault investigation & rectification, pre-planned moves, adds changes (MAC) work, proactive maintenance tasks, backups, upgrades, work as part of project installations team as required.o Aligned engineer to specific customer accounts, primary escalation point for advice, support escalation, ‘local knowledge’ etc. - acting as customer liaison and passing any concerns or sales opportunities back to account manager / SDM.o Occasional cover for first-line NOC / helpdesk team - proactively investigating, diagnosing and resolving system alarms generated by monitoring solutions (NET-IQ and Virsae), logging tickets and handling customer calls and email requests

United Kingdom

• Personally responsible for maintaining ongoing excellent customer relations and managing the engineering needs of approximately thirty accounts across the Midlands region. Regularly travelling across the UK and Europe to attend customer sites in support of other engineers or customers to help the business fulfil its contractual obligations.• As an account engineer, I carried out frequent courtesy visits demonstrating a pro-active approach to preventative maintenance. I was first point of contact for all of my aligned customers, providing first-time fix, support and advice on telecommunication and computer systems whilst working from home, from site or whilst on the road.

United Kingdom

• Setup my own company, registering as self-employed, working mostly as a sub-contract field engineer carrying out installation / addworks / service roles for various telecoms companies across the UK• Provided my skills as a consultant and as installation, service and technical support engineer for various customers. • All of my work came via recommendations and resellers who were impressed with the service I had previously delivered.• Managing my own time and resources to ensure my working time was productive and profitable.• Site health and safety compliance, management of PPE and safe working practices.• Surveying works, producing estimates and quotes for customers. Ordering from suppliers and managing delivery schedules.

United Kingdom

• Technical support engineer, working from company offices or from home, resolving queries and faults from customers, sales staff and engineers, remotely accessing facilities to administer equipment, while utilizing customer-facing and problem-solving skills.• Project/installation engineer, I was responsible for the planning, on-site installation and testing of new telephony and computer equipment or software, including CW1308 & CAT5 cabling. Working to strict deadlines, often coordinating a team of fellow engineers, whilst liaising with customers, sales, network line providers, and manufacturers to ensure the customer’s expectations were exceeded with the minimum of disruption.• As a maintenance engineer, attending site and presenting a capable, friendly and knowledgeable point of contact, I ensured that any faults or queries were quickly and efficiently resolved; to the customer’s full satisfaction, escalating any major issues with the appropriate manufacturer then acting upon their findings.

Coventry, England, United Kingdom

• Worked as part of the management team responsible for the introduction of a new tractor range to production, co-ordinating with suppliers, engineers, higher management, stores and quality personnel, to improve quality and ease of manufacture, thus increasing productivity and reducing costs.• As one of the the section’s main trainers, introduced the team to new tooling and manufacturing procedures which I had helped develop.