Stephen Coll Email & Phone Number

Glasgow, United Kingdom

East Kilbride, Scotland

REC Ltd (Resource and Environmental Consultants Ltd) was formed in December 1995 and operates in several areas of consultancy work, namely, GeoEnvironmental, Civil Engineering, UKAS/MCERTS Accredited Stack Emission Testing, Air Quality Assessment, Asbestos Surveying, Fibre Counting and Bulk Analysis.

Duties - To achieve such accreditation and maintain accreditations as required.Training of Staff and Clients (Asbestos Awareness)Ensuring that all technical operations are carried out in accordance with the relevant manuals.Ensuring that the quality policy is fully implemented throughout the laboratory and on-site.Providing the clients of REC with the highest practicable standard of service.Surveying properties as required.Observing all safety rules both in the laboratory and on-site.Technical contents of reports issued with signature.

Support the Call Center Manager in building the adequate behavior within all the Call Center personnel, to assure that customer queries are managed in a customer friendly and efficient way.Suggest training programs of existing and new services.Assist the Call Center Manager defining new profiles and job descriptions for recruitment process when needed.Advise the Call Center Manager on how to Implement and monitoring of Call Center KPI's against agreed targets.Assist the Call Center Manager to assure that an efficient problem escalation procedure is in place to be used by the CSR's.Implement methods for planning the manning of work shifts to cover 24-hour operation to agreed performance ratios.Supports the Call Center Manager to Develop and maintain a positive team environment by providing a high level of support, visibility and accessibility for staff.Customize, implement and verify processes.

Implementing and Benchmarking of UAT environment to show advantages to MTN Nigeria (Lagos) that Upgrading from v297 to v299 of Protek CCBS would be beneficial to their business and preparing for start of Single Eview migration.

Implementation of Business Processes and procedures in HQ for the setting up of an Interconnect and Revenue Assurance System. Making proposals as to how to make setting up of Procedures to allow responsibilities and KPI's to be more efficient. Give an overview of the PPAS systems in place and recommend and implement changes to streamline troubleshooting and make systems more stable. Initiate Daily Checklists to allow improved stability of PPAS.

Development of new business for new products specifically designed for small/medium businesses in East Africa.

Installation and Implementation of the ITS TABS Customer Care and Billing System. This involved the Project Management of the install of all hardware equipment for both communication and security for the efficient and secure connectivity between the Billing Systems and the various parts of the Alcatel switching equipment, e.g. HLR,OMC,VMS and SMS Centres, and to allow online update to a customers account details both on the switch and on the Billing System by the various Points of sale, Distributors and Call Centres spread over the country. Project Manage the set-up and training of all operations staff to ensure a complete 24/7 cover for the successful and proactive troubleshooting on Unix, Oracle and Cisco. The purchase of the HP 8400 Keystone machine was to ensure a high availability to all Call Centres and the access to this data has to be managed with a view to allowing maximum use of this machine - the top of the range as far as HP is concerned. I have also taken a leading role in the CDR Mediation and Billing System Provisioning across X25 links.

Installation and Implementation of the Flagship Customer Care and Billing System. Project Manage new installations, especially in Africa. This is a Customer facing role in which an excellent grounding in Telecomms and Billing is required.Sent to Uganda to take over as Project Manager responsible for the Implementation of the Flagship Billing System and its integration with Ericsson PPL and migration of all relevant data both from PPL and from Eppix Billing and Finance Systems. This required intimate knowledge of both Flagship and Eppix to ensure full migration took place. Defining Acceptance tests and implementing all contractually agreed functionality to Client Specifications where it related to the PPL and Eppix Billing and Finance Systems. As Team leader it was my responsibility to allocate tasks and see that they were carried out timeously and to Client Specifications. Carry out Business Analysis on the Clients set-up and fit the new CCB to the customers expectations and produce documentation for Client sign off.

Installation, commissioning and optimising thecomputerised Billing and Customer Care System supplied by EHPT (Progressor 4.0): This included the running of Billing Mediation Platform (BMP version 3) for collecting and optimising CDR's output from Nortel switches and to make sure that any and all SLA's were adhered to. The Input of Tariffs and Discount Packages, Rating CDR's and Production of Invoices. Generation of Reports for Finance from the Accounts Receivable Module of the Billing and Customer Care System (Progressor 4.0).Supervision and training of the various MIS and Call Centre personnel working for Axxon in the 5 European Offices; Training of staff in the use of the EHPT Customer Care and Billing System.Supervision of the set-up of the WAN to allow data transfer and internal email traffic within the Group.Set-up of processes and documentation covering Order Entry into Billing System and other tasks managed by the various MIS personnel.

Support and implement fixes for the various Clients in my timezone who use the various versions of the Billing System supplied by Corsair

Day-to-day administration of the company provision and upkeep of the Satellite Communication Systems and Internet services, Sales and Marketing of the VSAT service,Allocation of daily duties to technical staff and company personnel.I was hired due to my extensive knowledge of Networking, to oversee the completion of the Satellite Banking System being installed by Wilken Afsat for the Cooperative Rural Development Bank utilising IPX/SPX for the separate offices and TCP/IP for across the satellite network. It was necessary for me to configure and set up A windows NT server to act as their main Post Office and select and configure smart Routers to ensure that the bandwidth allocated to each of the 20 countrywide sites was used to the maximum efficiency. I setup proactive maintenance procedures for the upkeep of all equipments as the outlying sites would be many days travel away and also initiate a training program for the banks IT staff to ensure the upkeep of the Satellite Banking System. Further experience was picked up on the following systems.Novell 4 server: Hardware: CPU/Processor replacement, Modem bank installation, Hard Disk Replacement.Software :Internet Access Administration, Backups, troubleshooting, login scripts, access rights for users/groups, setting up network printers, News Server(Windows NT): Hardware: CPU/Processor replacement, Modem bank installation, Hard Disk Replacement.Software: Newsgroup Administration, Backups, troubleshooting, login scripts, access rights for users/groups.Mail Server(Windows NT): Hardware: CPU/Processor replacement, Modem bank installation, Hard Disk Replacement.Software: Mail Account Administration,IE4, Netscape Navigator, Netscape Communicator, SNMP Manager, Backups, troubleshooting, login scripts, access rights for users/groups.Routers (Cisco) / PES (Personal Earth Station), TCP/IP, IPX/SPX,

Installation, commissioning and optimising the computerised Billing Network, supplied by CORSAIR COMMUNICATIONS Inc (I worked for

Pgce, Mathematics, Chemistry

Bsc, Chemistry