I was engaged to design all the integration points between existing customer systems and a new Mitel based cloud Contact Centre system.

I was responsible for guiding the selection and design of voice systems covering all Bank staff for both Contact Centre and Back Office users. The project covered all aspects of voice communications including, VoIP, QoS, Inbound Routing, automated Outbound Dialling, Voice and Screen Recording, Management Information Systems, Interactive Voice Response (IVR), Desktop CTI and Workforce Management. I subsequently performed the System Integrator role and liaised with all the Bank's… Show more I was responsible for guiding the selection and design of voice systems covering all Bank staff for both Contact Centre and Back Office users. The project covered all aspects of voice communications including, VoIP, QoS, Inbound Routing, automated Outbound Dialling, Voice and Screen Recording, Management Information Systems, Interactive Voice Response (IVR), Desktop CTI and Workforce Management. I subsequently performed the System Integrator role and liaised with all the Bank's Suppliers to ensure a successful implementation for the Business. Show less

Involved in all aspects of Solution Design of voice (primarily Contact Centre) systems for Barclays Bank and Barclaycard. Major projects included the voice infrastructure replacement for a number of Barclaycard sites in Western Europe as well as the introduction of a Video Banking service for Retail Customers.

Solutions design and project management responsibilities for a number of work-streams on a very large high profile project to create a new Bank ready for sale.

Worked as the Infrastructure Designer for a number of large and complex projects for the Barclaycard credit card business.

Achievements included –• Extending the coverage of the Solarwinds Systems Management software to cover some 350+ devices in UK Retail Bank Contact Centres.• Design, development and implementation of email alerting scripts to enrich and target alerts to the appropriate support teams.

Achievements included –• Introduction (planning, design and implementation) of the Solarwinds System Management tool to provide end to end monitoring of multi-site, multi-vendor and multi-discipline systems and applications for Barclays Retail Contact Centres.• Provision of third line support to investigate and resolve cross discipline incidents where technology specific support teams had previously been unable to resolve the problem.

Achievements included –• Producing a Genealogy tool (using C# .Net 3.5) to integrate Family Trees with Google Earth.• Setting up a website (http://www.familytreeassistant.com) to market the application.

Achievements included –• Planning, testing and implementing a major nationwide infrastructure replacement programme over 7 large call centres.

Achievements included -• The design and implementation of an offshore VoIP extension of an onshore Call Centre.• Development work on a major Call Centre Virtualisation project.

Achievements included -• The design and implementation of two large Green Field Telephone Banking Call Centres.• The design and implementation of a major expansion to a large Call Centre.• The replacement of the core telephony infrastructure of 4 large Call Centres (approx 2000 seats) and the introduction of new core telephony infrastructure at 2 smaller (150 seat) Call Centres.• The design and implementation of a project to more than double the automated telephone banking… Show more Achievements included -• The design and implementation of two large Green Field Telephone Banking Call Centres.• The design and implementation of a major expansion to a large Call Centre.• The replacement of the core telephony infrastructure of 4 large Call Centres (approx 2000 seats) and the introduction of new core telephony infrastructure at 2 smaller (150 seat) Call Centres.• The design and implementation of a project to more than double the automated telephone banking capacity across a Virtual Multi-Centre environment.• The implementation of an Enterprise wide Intelligent Call Routing application. Show less

Achievements included –• Setting up a Proof of Concept for a bid for a £200 million contract for the Post Office. I was involved in designing and demonstrating how consistent Systems Management could be achieved on a geographically dispersed network across multiple Operating Systems.• Designing and building a Proof of Concept for the Index catalogue business. The work involved integrating existing legacy systems and implementing a distributed transaction handler using Tuxedo.• The… Show more Achievements included –• Setting up a Proof of Concept for a bid for a £200 million contract for the Post Office. I was involved in designing and demonstrating how consistent Systems Management could be achieved on a geographically dispersed network across multiple Operating Systems.• Designing and building a Proof of Concept for the Index catalogue business. The work involved integrating existing legacy systems and implementing a distributed transaction handler using Tuxedo.• The porting and migration of a major trading system from IBM to HP hardware for Barclays Bank to very tight timescales.• Implementation and Integration of a Customer Contact Management system with Nortel and Aspect voice platforms. Show less

Achievements included –• The design and implementation of a highly resilient hardware platform for a billing system for Vertex.• The implementation of test harnesses using Oracle and Pro*C for a multi-utility billing system.

Achievements included –• The supervision, management and maintenance of a multi-vendor network of around 90 servers and client workstations.• Development and implementation of IT budgets and strategies.• The design, coding and implementation of a 3D ray tracing system for the visualisation of plant models.

Achievements included –• Performing installations of Sales Order Processing software and providing support to a large client base.• Provision of support to other members of staff out on site requiring technical assistance.

Achievements included –• Design and build of a graphics library for HP plotters.• Design and build of a Spectral Analysis program.

Achievements included –• Writing computer games (two were marketed).• The modification of other software to bring them up to a commercial standard.