Stephen Whyman Email & Phone Number

Warrington, England, Wa5

Manchester, England, United Kingdom

Technical Support Engineer, Client site based (United Utilities, Warrington)

Warrington

Leeds, United Kingdom & North West Field

• Managing all IT Service Deleivery elements for a large portfolio of Clients across multliple sectors. Technology included, but not limited to... Telephony, Desktop, Citrix/Server, Applications and Webo Managed relationship between Business, Client and Internal/External IT Support across many disciplines Change, Release, Transition, Incident and BAU Support processes etco Interfaced with and supported Project Managers for all items relating to Business and IT Project Change ensuring that the relevant Project stages had been fulfilled and full Service Acceptance criteria had been met and associated Risks called out prior to cut-over into warranty periodo Responsibility for ensuring that availabiliuty and reporting metrics were upto date, relevant and discussed on a regular review basis

Leeds, United Kingdom

• Supported Project team in migrating several legacy Telephony platforms and users from old world to new world technology ensuring that each transition was seemless to the end user• Led BAU Support team to keep alive the old “aging” Nortel platforms ensuring that processes were up to date and carried outo Prioritised project tasks to ensure that complex tasks were given due time and diligenceo Worked with end user to ensure that there requirements for transition were fully understood and delivered by the wider Project teamo Responsibility for exit plan and snagging listo Hands-On delivery of cut-over plan and associated tests and support

Warrington, United Kingdom

• First step toward a possible career shift toward a more formal Project Management role, I worked as Project Controller on what was descibed as the UK’s largest Windows 8.1 Roll-Out (8,000 devices)o Organised Workshops with key parties from Client, Outsourcers and other 3rd party vendors to ensure that each Project workstream had the necessary areas covered to deliver to Project Plano Maintained accountability of Resource spend across each of the various Project disciplines ensuring that predicted spend was in line with actualo Worked with Project and Programme Manager to track Project deliverables, milestones and critical delivery points and move necesary resources around where the plan nessecitatedo Managed RAID Log, providing appropriate, relevant and timley reporting to various stakeholders – chasing action owners to ensure traction of tasks was in line with plano Weekly Project reporting and presentation on each Project workstream to ensure that Programme Managers could shift attentions to workstreams that were not delivering to plan

North West

• Headed up a telephony project due to business downsizing - Working with my Public and Private sector clients to transition all elements of the contact centre and outsourced client portfolios away from the current Nortel platform and onto client managed Avaya solutions (divestment of our Nortel platform suite), sharing all configuration, call flow detail and business process documents to ensure a smooth transition that is passive to my clients customer base.In addition to the above, I am leading a project to scale down the network capacity and to remove all of the legacy telephony components and ancillaries prior to handing the site back to the landlords during spring 2014. This work includes, but is not limited to the following:o Acting as client, transition and Service Delivery Managero Responsibility for pulling together technical resources to shape project deliverableso Project managing the decommission and removal of all telephony related IT/infrastructureo 3rd party vendor managemento Liaising with Facilities Management to ensure that dilapidations targets are meto Snagging to full resolution any legacy call traffic hitting the Nortel telephony platform.Prior to these latest projects, I provided many years of transitional support, consultancy and expertise to a variety of Utility, Private and Public Sector Outsourced Clients ensuring that all elements of contact centre delivery was fit for purpose, stable and with customer consciousness at the heart.

• Managed the operational transition & go-live of CS1000 with Symposium 6.0/CCMA, ensuring that project deliverables were met in line with client expectations. Mapped many new processes, bringing day to day activities in scope of the new system and enabled a seamless service to be effected providing many operational cost and time savings to be achieved through ensuring that former issues, faults and queries would not re-occur.During this short contract role, I was able to offer the client an excellent level of support/consultancy leaving them enhanced capability to better develop project roll-out strategies, disaster recovery, site sufficiency and call routing / resourcing across multiple sites.

• Project managed the telephony transition, growth and migration of a 900 seat contact centre (Bolton) to a new greenfield 1100 seat location, led on all activities relating to Telephony infrastructure including installation of Nortel Succession CS1000E with a Nortel Symposium release 5. Liaised with suppliers, operational and senior management to ensure that all requirements were managed and met in accordance with timescales/deadlines. During this time I maintained firm control over our normal “business as usual” activities including the successful receipt and routing of circa 200,000 calls per week.• Project Managed the transition of three large contact centres (Rayleigh, Bedford & Bolton) from Nortel to Aspect, again leading on all activities relating to telephony infrastructure and call routing / reporting etc.Throughout this role I have been actively involved in managing all aspects of the telephony hardware and software and have been a key contact for all elements of business and technical transition. I have also workload and performance managed a team of 3 staff, one at each of the contact centres, which involved extensive travel.

• Working for the UK telephony manager I was accountable for the telephony infrastructure and telephony staff at several large contact centres, systems included Siemens ISDX, BT Meridian, Aspect Call Centre and minor exposure to Lucent Definity. • Delivered Project migrating two 300 seat Meridian Option 81C (Warrington & Preston) and ancillaries within an established site. This involved fully understanding several complex business processes to ensure that the client requirements were met.• Managed decommission of Lucent and transfer of work to existing contact centres.• Assisted in upgrade of several contact centres from Meridian to Succession.• Managed transition of intelligent network (IN) IVR services between suppliers, circa 400 08xx numbers and over 20 dtmf IVR’s.During this period I was the relationship manager for many key stakeholders within the various business arms and third parties to ensure that all elements of transition/change were centrally co-ordinated. I was also tasked with role of design authority to ensure that any transition/change was impacted at each of the centres to enable ease of documentation and mobilisation of work.

Hnc, Business & Finance

HNC Business and Finance

Education record

9 x GCSE