Ray Upson Email & Phone Number

York, Gb

Thirsk, North Yorkshire

Primary role includes product management and training delivery of advanced inbound call routing solutions (telephony/web), cloud-based Call Recording (mobile/landline), (IVR, Auto Attendants, Contact Centre (Team specific software solution, including 'Real Time Statistics-dashboards/wallboards), Business Reporting (MI analytics) and other Web-based communication products and support applications.Role also includes developing training material for the TeleWare Mobile (Re:Call) app, and the creation and management of skills-based learning path software for Microsoft Teams.Training and support delivered to a wide range of clients including Partners, customers and end-user, system administrators. Delivery of training & support courses at customer sites UK wide, via webinars and at the TeleWare office. Primary Responsibilities include:• Delivery of training at customer sites UK wide, via webinar and at the TeleWare Office.• Delivery of online training via webinar, video and web-based Learning Management System (LMS)• Development and customisation of training courses on TeleWare’s product set, as required.• Development and management of the product training and support website, updating of content FAQs, videos and online quizzes. (https://telewarehelp.com)• Creation & update of supporting documentation, as required.• Liaise with TeleWare colleagues and customers regarding the provision of training and training materials.• Provide support for customers/partners pre and post training, where required.• Evaluation of feedback and customer insight and make recommendations for improvements to training delivery and collateral. • Continuous review of the product and support training plan and review of training trends and innovation within the training sector.

Trainer/Implementer (Data Conversion) – nGeneration LtdEmployed on two major projects for rollout of new IT Systems for Premier Travel Inn, and TGI Friday restaurant chain (Whitbread). Roles included; installation, Data Conversion, system training and on-site Go-Live support UK wide.• Major Project for Premier Travel Inn (Whitbread) included Data Conversion and on-site Go-Live support for integration of BART (Hotel booking and reservation system) UK wide – 150 new hotels converted (ex Premier Lodge group).• Current project involves UK roll out of computerised hotel reservation system to the Premier Travel Inn (Whitbread) hotel group.Role includes provision of Pre Go Live briefings to Management Team, two day Data conversion process from existing system to new system and a two shift training support to hotel staff.Provision of on-going support in the form of advice and assistance to management and staff.Attending regular team meetings with project managers from the Travel Inn group and internal project progress meetings

Scarborough, North Yorkshire

Roles included development and delivery of introductory training programmes for MS Office/Windows including; bespoke introduction to Internet/e-mail, CLAIT and ECDL.Designed and delivered 7-week (14 hour) introduction to computers and the Internet.Responsibilities also involved marketing, compilation of training reports & statistics, cashflow forecast, attendance monitoring, quality control and evaluation reports

Alcatel, Newport, South Wales

Responsible for delivery of telecoms product training courses within the field of digital transmission systems to network engineers and planners from UK and Europe. Other roles involved creation and production of supporting training materials and user manuals.• Responsible for delivering customer product training courses (at Newport and at customer sites)• Specialising in PDH & SDH Transmission systems including 1630SX/1641 SX Digital Crossconnects & associated Network Management systems (1320NM, 1353SH)• Design and production of training materials and user manuals.• Key Account Manager for major external Telecom customer, involving Co-ordination of training requirements.• Issue call up papers to customer’s training managers.• Maintain course records and update critiques/summaries producing monthly reports for internal monitoring.• Assist in quality control and the development of processes / document required to maintain• ISO 9000 registration.• To assist the customer training manager in developing new courses.• Validation of existing courses with customers.• Maintaining close relationship with the Marketing Department to foresee any training Opportunities, and feeding back any information collected from courses attendees. • Maintaining close links with the product managers to maintain awareness of latest developments.

Uk Wide

• Responsible for delivering 1 day, 1.5 day and specialist (EPOS) courses to Post Office Network Managers and Counter clerks, over 700 people taught.• Conducting specialist courses for delegates unfamiliar and apprehensive about new technology automated systems.• Liaising with venue hotels regarding set up times, refreshment arrangements, table layouts and training aids• Compilation and timely submission of course appraisals, attendance lists and reports as required

Various

Progressive career in the Royal Navy Communications Branch. Surface Ships (1975-1977), and Submarines from 1978 - 1999Served HMS Dolphin Submarine School 1977/8HMS Resolution (S) - RO1HMS Valiant - RO1HMS Trafagar - LRO(SM)HMS Trenchant - LRO (SM) & RS(SM)HMS Collingwood/HMS Mercury - Communications School (Instructor)HMS Dolphin - Chief InstructorSM2 - Communications Support.

Senior Communications Instructor Royal Naval Submarine School. • Responsible for the management of professional training in support of Submarine Communication systems and equipment to all Ranks of the service, including Reserve forces and basic communication to selected officers of Foreign and Commonwealth Navies• Line manager for department training staff (2 Instructors) – performance assessment, appraisal and objective setting• Conducting Training of up to 150 students annually. At all levels from new entry trainees through to senior officers • Design and delivery of Radio Communications Course (Practical) to Royal Naval Reserve;• 2 Day practical communications course – VLF Submarine Broadcast, UHF SSIXS HDR/LDR, Tactical RATT and secure voice• Provision of training objectives, specifications and instructional documentation.• Liaison with the Quality Control Organisation, course evaluation and training feedback• Developing training course assessment strategies, evaluating training trends and undertaking final course assessments• Monitoring, control and maintenance of up to date training documentation and formulation of student appraisals• Timely supply of pipeline forecasts, and instructor allocation within busy department• Health & Safety workplace risk assessor (including COSHH)• Display Screen Equipment assessor• Co-ordination of communication training resources• Control, custody, destruction and management of classified cryptographic material• Liaison with external agencies• Establishment Duty Officer out of working hours responsible for 2,000 personnel