Stephen Inglis Email & Phone Number

Lanark, Gb

South Lanarkshire, United Kingdom, United Kingdom

The State Hospital - Carstairs.

Sellafield, Cumbria, United Kingdom

2nd / 3rd line SupportSCCMActive DirectoryOffice 365Hardware InventoryManagement InformationDNS / DHCPTroubleshootingSkype for BusinessManual InstallsInventoryHousekeepingAsset ManagementCustomer Contact JavaCitrixSAPHardware ConfigurationWindows Building

Edinburgh, United Kingdom

IT Systems Engineer supporting commission through IT upgrade transition including all aspects of Windows support. This includes builds, patching, deployment and support. Network and telephony upgrades to Alcatal softphone software solution and new WiFi installation.

Erskine

Erskine

Network Programmer

Blantyre

Carillion/WiPro Team Lead

Studying towards Bsc(Hons)Computer Networking

Scottish Gas, Service Care Membership Office, Uddingston, Glasgow.

Employed within Call Centre in two management positions.Managed outbound telephone sales team.Responsibilities included coaching staff, auditing and quality verifying sales. Managerial administration including working towards multiple team sales targets. Managing staff training. Managing staff roster. As part of my management role I was also included in the Departmental Duty manager roster. The responsibilities of this role included supervising and supporting an entire department of around 100 employees. The teams within the department covered varying roles from engineer planning, engineer dispatch and outbound power-dialling (appointment and sales).I enjoyed my time in this role as it was both challenging and rewarding. I left the company in a joint venture to own and run a courier business.

Scottish Gas, Service Care Membership Office, Uddingston, Glasgow.

I worked within a small team which had the responsibility for providing detailed, Monthly, Daily, Weekly, Hourly management information for an outbound telemarketing department. The department known as NTB (National Tele-Business)had around 400 staff covering varying shift patterns. The M.I. team produced sales, commission, holiday, staffing level, budget and various other reports measured against strict departmental and Key Performance Indicators. The reports were distributed on a departmental, higher management and director level and as such had to be exact and professional managed. The M.I. team also took responsibilities for managing and operating the Predictive Dialler systems that fed the outbound agents their calls. The predictive dialler we used initially was created by Davox which is an Aspect Telecommunications company. My responsibilities covered both the running of the dialler, preparation and manipulation of campaign data, agent management. The dialler software managed agent, campaign and computer details in an Active Directory styled GUI environment. The campaign data was extracts from a database which we had to manipulate into CSV files that were then uploaded via an FTP site. A second dialler system was then introduced. This system was a Genesys Telecoms system which was a more a far more advanced system. Again my role specific responsibilities remained but now also included running inter-departmental pilots for the software roll out. Unfortunately their were, like in any large project, teething problems configuring the new software to run correctly with the hardware switches and the Siebel system that the company were using to process sales. The project was hugely ambitious and could have been planned better as I see it from with larger test teams and longer test runs. As a result we reverted back to using Davox and I was sent to Aspect Software in London and trained to become an Aspect Davox Specialist.

Bachelor'S Degree, Computer Networking With Honours, Distinction

Activities and Societies: Student RepresentativePassed degree with distinction. 3 x A's, 3 x B1's Returning September 2014 to complete.

Higher National Diploma, Computer Systems Networking And Telecommunications, A

Activities and Societies: Student RepresentativeHND Computer Networking with Internetworking Technologies - A pass