Deployment of various software releases and patches. These would run to tight deadlines from the point of Developing the release with various development teams to deploying the release to both UAT and Production environments throughout a release's lifecycle. Ensuring sign off’s are obtained and releases are deployed at set dates and times. Discussing issues and queries with relevant stakeholders and internal teams sign-offs

Delivering End to End hardware and network projects for various customers. Discussing projects requirements and delivery options with the customer then proceeding with hardware ordering, set up, delivery and install. Covering techncial handovers and aftercare support with the relevant Service Express teams.

A Technical Project Manager supporting various business units but mainly British Sugar and Silverspoon. Delivering IT infrastructure, data conversions, software, and telephony projects. My role oversees the entire IT project portfolio. Working closely with the businesses Project Managers and head of the project’s teams. Ensuring Tech teams deliver plans for discussion and business approval. Ensure resource and required hardware are scheduled and delivered on time and within budget. Identify… Show more A Technical Project Manager supporting various business units but mainly British Sugar and Silverspoon. Delivering IT infrastructure, data conversions, software, and telephony projects. My role oversees the entire IT project portfolio. Working closely with the businesses Project Managers and head of the project’s teams. Ensuring Tech teams deliver plans for discussion and business approval. Ensure resource and required hardware are scheduled and delivered on time and within budget. Identify issues and overspend in good time and provide a quick response and resolution. Liaise with required internal teams, third party providers and business unit’s projects managers to deliver flawless projects and deliverables. To create and update all documentation as required by projects, including (but not limited to) Project Plans, RAAID (Risks, Assumptions, Actions, Issues, Dependencies), Project Initiation Document (PID). Assist with budgeting and project goal setting. Encourage and facilitate cross departmental collaboration. Show less

An IT Project Manager with a strong IT and Telephony background. Leading IT infrastructure, migration and telephony projects for organisations including the Barker Storey Matthews, The ONE Group and City Security Services. Working with a multitude of clients and companies across different sectors. Ensure that all projects are delivered on-time, within scope and within budget. Developing project scopes and objectives in multiple technical areas for Telephony, IT, Mobile and Broadband. Involving… Show more An IT Project Manager with a strong IT and Telephony background. Leading IT infrastructure, migration and telephony projects for organisations including the Barker Storey Matthews, The ONE Group and City Security Services. Working with a multitude of clients and companies across different sectors. Ensure that all projects are delivered on-time, within scope and within budget. Developing project scopes and objectives in multiple technical areas for Telephony, IT, Mobile and Broadband. Involving all relevant stakeholders and ensuring technical feasibility. Co-ordinate internal resources and third parties/vendors for the flawless execution of projects. Ensure resource availability and allocation. Create and deliver project work plans and revise as appropriate to changing needs and requirements. Show less

Working with a multitude of clients and companies. Ensuring that all projects are delivered on-time, within scope and within budget. Co-ordinate internal resources and third parties/vendors for the flawless execution of projects. Developing project scopes and objectives in multiple technical areas for Telephony, IT and Mobile. Involving all relevant stakeholders and ensuring technical feasibility. Ensure resource availability and allocation. Ordering requirements such as SIP Trunks, ISDN… Show more Working with a multitude of clients and companies. Ensuring that all projects are delivered on-time, within scope and within budget. Co-ordinate internal resources and third parties/vendors for the flawless execution of projects. Developing project scopes and objectives in multiple technical areas for Telephony, IT and Mobile. Involving all relevant stakeholders and ensuring technical feasibility. Ensure resource availability and allocation. Ordering requirements such as SIP Trunks, ISDN lines and Broadband connectivity.• Create and deliver project work plans and revise as appropriate to meet changing needs and requirements.• Identify resources and assign responsibilities.• Manage day-to-day operational aspects of the project(s).• Competent in require project methodology.• Ensures project documents are complete, current, and appropriately stored.• Work closely with relevant stake holders to ensure effective and efficient implementation of the project(s).• Works with developers and designers to define and document questions, liaise with business via email, IM or phone to get new requirements and explain feasibility. Show less

Analysed and implemented telecommunication equipment and networks to improve efficiency and productivity. Initiated and supported systems for three Contact centre and Back office locations to monitor and control telecommunication calls and expenditure. Evaluated business impacts to service and assured key resources and systems for higher production as well as employed alternate practices. Participated in client and third-party meetings such as Cisco, Wipro, Baceone, BT, and make overall… Show more Analysed and implemented telecommunication equipment and networks to improve efficiency and productivity. Initiated and supported systems for three Contact centre and Back office locations to monitor and control telecommunication calls and expenditure. Evaluated business impacts to service and assured key resources and systems for higher production as well as employed alternate practices. Participated in client and third-party meetings such as Cisco, Wipro, Baceone, BT, and make overall decisions on future contractual agreements. Delivered assistance to users of Skype for business, Polycom, meeting room hardware, and IP network configuration to front end servers for skype business users.• Improved facility efficiency and productivity by maintaining important telephone lines, premier league ticket sales, and Tunisia help line to assure continued productivity for the client. • Reviewed restructuring of network and complete system reboot of telephony infrastructure within the Thomas Cook Network, ensuring high increase in call volumes by stress testing all voice infrastructure.• Rolled out software updates, patches, and video conferencing facilities for main Thomas Cook telephony network back office locations, meeting room, and users. Show less

Led operations of the voice team by utilised various tools, including Qfinity Call Recording, Totalview resourcing tool, Cisco Call Manager, Cloud based IVR systems, Network diagnostics, and Conference room voice and video facilities (Cisco, Microsoft Lync & Polycom). Encouraged team on successful work output by conducting training sessions on regular basis for resolving issues within the service level agreement. Spearheaded regular team meetings and 121 sessions to advice on progression and… Show more Led operations of the voice team by utilised various tools, including Qfinity Call Recording, Totalview resourcing tool, Cisco Call Manager, Cloud based IVR systems, Network diagnostics, and Conference room voice and video facilities (Cisco, Microsoft Lync & Polycom). Encouraged team on successful work output by conducting training sessions on regular basis for resolving issues within the service level agreement. Spearheaded regular team meetings and 121 sessions to advice on progression and challenges as well as evaluated a team members’ performance in increased workload periods. Directed four UK and India based staff respectively to attain business goals within required time.• Decreased incident SLA ratio to reduce monetary fines by turning incidents round quicker.• Decommissioned and transferred large amounts of Voice, Network infrastructure within Data Centres to relocate Back office and Contact Centre users.• Implemented a project roll out of moving all Ex-CO-OP telephony infrastructure to new updated telephony system to give the users better functionality.• Formed homeworker to retail store cross call transfer to answer calls of both sets of users, offering a fully maintained service without delay in service to Thomas Cooks large range of valuable customers. Show less

Resolved incidents by using onsite tools and build areas within the given Service level agreement. Provided telephone support for both technicians and end-user customers; designed solutions to resolve issues over phone and in field. Participated in meetings to discuss requirements for telephony/data needs for internal and external clients. Established premium business routings within Thomas Cooks cloud based routing strategy, including the distribution line of Olympic tickets and Premier… Show more Resolved incidents by using onsite tools and build areas within the given Service level agreement. Provided telephone support for both technicians and end-user customers; designed solutions to resolve issues over phone and in field. Participated in meetings to discuss requirements for telephony/data needs for internal and external clients. Established premium business routings within Thomas Cooks cloud based routing strategy, including the distribution line of Olympic tickets and Premier football. Collaborated with both Thomas Cook and Accenture’s team to help resolve incidents by using other resources within Accenture overseas teams.• Effectively conducted and presented billing analysis on outbound and inbound dialling to provide call figures to Thomas Cook business heads, including premium and local rate numbers. • Rolled out Cisco Call Manager software and Hardware from BT Featurenet across the Thomas Cook Back Office, Stores and Contact centre locations. • Managed Comms Room hardware decommissioning of unused or outdated servers and Cat 5 cabling tidy up, across all Peterborough data rooms.• Installed Polycom conferencing phone and video systems across multiple back office locations. Worked with both polycom engineering and IT support teams. Show less

• Responsible for investigating and analysing Contact Centre call and sales figures.• Successfully working to very tight deadlines and working under extreme pressure.• Assessing and reviewing complex document sets and reporting to senior members of staff.• Capable of summarising data into clear and readable formats.• Contributing to the management and analysis of large amounts of data.

• Responsible for diagnosing & resolving hardware, software & end user problems.• Acting as the first point of contact for all IT & technical queries for the large amount of Thomas Cook retail stores.• Involved in the rollout of software updates and patches• Investigate specialist and complex IT support issues.• Communicating with third party technical specialists.• Configuring and managing backup & restore procedures.• Maintaining a wide range of computer hardware for… Show more • Responsible for diagnosing & resolving hardware, software & end user problems.• Acting as the first point of contact for all IT & technical queries for the large amount of Thomas Cook retail stores.• Involved in the rollout of software updates and patches• Investigate specialist and complex IT support issues.• Communicating with third party technical specialists.• Configuring and managing backup & restore procedures.• Maintaining a wide range of computer hardware for both travel and Microsoft windows based IT equipment.• Provide secondary support for Back-end systems such as Foreign Exchange currency systems and rate boards. • Responsible for training and allocating work to junior staff and induction training for new staff.• Knowledge of Microsoft Windows operating systems and Microsoft Office. Show less