Steven Evans Email & Phone Number

Glasgow, Scotland, United Kingdom

Greater Richmond Region

• Collaborated with the Cisco project team, contributing to the migration of the legacy CUCM platform to the innovative Webex Dedicated Cloud Instance, enhancing overall communication infrastructure.• Led the optimisation of Genesys Purecloud Contact Centres, strategically managing operations across 10 European sites, resulting in enhanced efficiency and performance.• Reduced Service Now fault tickets by an impressive 80% within the initial 5 months, showcasing a proactive approach to… Show more • Collaborated with the Cisco project team, contributing to the migration of the legacy CUCM platform to the innovative Webex Dedicated Cloud Instance, enhancing overall communication infrastructure.• Led the optimisation of Genesys Purecloud Contact Centres, strategically managing operations across 10 European sites, resulting in enhanced efficiency and performance.• Reduced Service Now fault tickets by an impressive 80% within the initial 5 months, showcasing a proactive approach to issue resolution.• Played a pivotal role in overseeing the Webex platform, demonstrating meticulous attention to detail in maintaining 12,000 user licenses, ensuring seamless functionality and user experience.• Manage and supported Cisco Telepresence platform to ensure consistent smooth running of collaboration conferencing platform across Europe• Maintained and provided dedicated support for the Cisco Webex platform, guaranteeing uninterrupted service for all users• Managed the Cisco Webex Events Centre, ensuring reliable and high-quality virtual communication solutions.• Played a key role in supporting the Telephony migration in Germany, facilitating the smooth transition from Unify to Cisco CUCM.• Established and maintained strong stakeholder relationships with CCEP partners Cisco, Genesys, and AT&T, fostering collaboration and ensuring alignment with organizational objective Show less

IT Collaboration Specialist 03/2018 - 10/2020Virgin Media, Reading• Successfully onboarded 12,000 new Webex users across Europe within a tight timeline• Spearheaded a strategic initiative to enhance Webex adoption by conducting impactful roadshows at key sites in the UK and Europe• Showed fiscal responsibility by reducing Opex budget through the promotion and implementation of Webex CMR meetings, resulting in a substantial decrease in travel expenditure• Implemented an… Show more IT Collaboration Specialist 03/2018 - 10/2020Virgin Media, Reading• Successfully onboarded 12,000 new Webex users across Europe within a tight timeline• Spearheaded a strategic initiative to enhance Webex adoption by conducting impactful roadshows at key sites in the UK and Europe• Showed fiscal responsibility by reducing Opex budget through the promotion and implementation of Webex CMR meetings, resulting in a substantial decrease in travel expenditure• Implemented an extensive deployment of Cisco Telepresence devices in meeting rooms throughout the UK, enhancing virtual communication capabilities• Served as the Project Member, accelerating the rollout of MS Teams for 5000 users during the work-from-home policy• Achieved improved Webex adoption through dedicated training sessions and consistent hard work, driving successful implementation• Managed the Webex Events Centre platform, overseeing executive meetings across the UK, Ireland, Europe, and the USVoice Specialist 02/2012 - 03/2018Virgin Media, Reading• Managed and supported Cisco Webex & Cisco TelePresence platform• Worked closely with vendor and provided Telephony support to project team to help deliver new Cisco VoIP Contact Centre Solution to Contact Centres• 3rd line support for Cisco UCCE & CUCM platforms• Strong Stakeholder Management with VM partners in UK Telecoms Support Analyst 09/2004 - 02/2012IBM, Swansea• Provided 1st line support for 3 x IBM Call Centres• Supported 2 x Call Centres in India helping to improve remote operations and resolving issues • Self administered Rockwell ACD and carried out both Call Routing and ACD Agent managementTelecoms Support Analyst 03/2000 - 09/2004ntl, Swansea• Provided 1st line support for 2 x Call Centres• Managed Aspect ACD and carried out call routing to support day to day requirements of each Call Centre• Managed Testing and deployment of Genesys solution that enabled 2 Call Centres "blended" environment for Voice and Email Show less