Tim Layton Email & Phone Number

Feature developed included:Device Lifecycle

Primarily acted as Lead Consultant on HSBC for 4 years

London, United Kingdom

Engagements included:Lead Consultant on HSBC for 4 yearsFujitsuSwiss ReWiproDHLFidelity

London, United Kingdom

Developer for telephony reporting application and NCR’s custom BMC Remedy ARS helpdesk application and related projects.• Migrated data and processes from NCR’s ASP/SQL Server helpdesk application to NCR’s BMC Remedy ARS Oracle application. Planning, testing, data migration, data grooming, business analysis and implementation. Moved 150 seat, $12,000,000 a year helpdesk from custom application to standard application, reducing support costs while minimising disruption to the business.• Developed a web application for ATM lock monitoring. Reporting, real time display of lock status, TAPI integration, integration with Java mobile app, designed the database, all data access via stored procedures. Allowed engineers to open ATM locks without contacting the helpdesk, reducing costs. Rolled out throughout the US with plans for global deployment.• Designed interfaces between NCR and suppliers and customers. Designed XML file formats, data transfer mechanisms, wrote SQL to extract data and created the requirements for the developer. Reduced costs and improved service by providing agents with better information and reducing manual interactions allowing suppliers to reduce headcount. • Analysed undocumented data tables, used empirical testing and reverse engineering to derive data not otherwise available. Allowed $2,000,000 contract to be fulfilled successfully. Later rolled out across other helpdesks.• Migrated telephony reporting application across different versions of SQL Server, Windows and from Physical to VM servers. Planning, testing and implementing. Migrations done with little impact to business.• Designed and implemented 'Round Robin' functionality in NCR’s Remedy helpdesk tool. Worked with business to define the functionality needed and how the business would administer it. Allowed programmatically created tickets to be automatically allocated to the agent who had been waiting longest replacing manual processes.

London, United Kingdom

Developing NCR’s VB6/IIS/ASP/SQL Server Helpdesk application (MSS) and early versions of the telephony reporting application.• Created an ETL system for NCR’s telephony reporting application. Supported persistent data as well as data that changed every few seconds. Allowed the helpdesk to run more efficiently and supply reporting and MI on 40,000 calls per month to the customer in a timely manner.• Implemented the business rules needed for creating the telephony reports using stored procedures and functions. Maintained consistency of reporting while allowing customisation. Rolled out to 12 sites across Europe, India, United States, South America and Australia, supporting 1100 agents in 20 helpdesks. • Translated data from NCR’s new Cisco telephone system into the existing Avaya system using DTS. Allowed us to maintain consistent, useful reporting during a phased migration between phone systems. • Created a custom reporting module for a helpdesk with particularly complex reporting requirements. Worked closely with the business to understand their requirements and how they could be implemented in a new system. • Defined the scope for Data Warehouse team to migrate reports. Tested against known good results. Allowed reporting and invoicing cycles to be shortened.• Developed an application to allow agents to log tickets in the helpdesk system faster than in the standard system. Used JavaScript to fulfil requirement that all activity be done from one screen. Became the main tool for 100 users.• Designed heterogeneous reports integrating telephony and helpdesk application data to provide a complete picture of the business to management and customers.• Acted as SME on project to migrate call routing logic from Avaya to Cisco telephony systems. Worked closely with Cisco experts and the business to find ways to re-implement or redesign custom functionality.

London, United Kingdom

Organising Installations Moves Additions and Changes for large retail customers. Transitioning into a technical role.• Produced ad-hoc reports for management. Required analysis, data grooming and complex queries. Allowed the business to bid for more contracts.• Designed reports for the business. Helped them define terms and map those to data fields that were available.• Designed and implemented Avaya telephony routing scripts in collaboration with business users.

Glasgow, United Kingdom

Planning and dispatching maintenance and break fix visits for a team of IT and ATM field engineers as well as administering the telephone system.• Scheduling engineer visits • Administering the telephone system.