Support Manager

A graduate with 20 years of progressive experience in the telecom industry who has had increasingly responsible positions, leading teams supporting complex technical projects. An individual, with specific skills in investigation and analysis, who enjoys contributing to the development of solutions to system problems.

Based in:

United Kingdom

Work experience

23 years in employment in full time jobs

Previous jobs

1988 - 2002	Nortel Networks
2002 Project/Change Management � Project managed programs to retrofit known IT and telecommunications hardware infrastructure defects in customer installations and networks installed in the UK, Europe & Africa. (Home based). � Picked up new role from scratch following break up of team due to office closure. � Established contacts in all major European countries and with major internal customer account groups. � Investigated new technologies to ensure understanding of issues to be resolved. 1999 - 2002 Manager, Technical Support � Managed team of 18 engineers based on multiple sites, providing 24x7 support on a number of computer based products and applications for the major companies in the Telecomm industry. (OA&M systems ? Call Centre MI systems, VoIP, Directory Enquiry systems). � Managed resources on a matrix basis. Cross-trained staff to provide more flexibility and cost savings (Estimated at �50k). � Identified and developed management summaries for cost analysis purposes and other key deliverables utilising Excel. � Monitored costs and prepared figures for the budget process. � Developed, reviewed and managed local quality processes and procedures ensuring compliance with BSI 5750/ISO9000/TL9000/ISO14001 in conjunction with corporate team. � Analysed fault trends to improve fault remedy times, identify training needs to increase customer satisfaction and to reduce costs. � Liased with technical development teams over escalated issues to progress to a solution. � Developed system to track future resource needs based on input from Sales and Marketing. � Appraised staff. Set, agree and monitor objectives/targets. � Assisted in improving Employee Satisfaction by identifying needs and addressing where appropriate. 1998 - 1999 Manager, Digital PowerLine Support � Created team (from within the existing staff) to support a pioneering broadband Internet access product, which accessed the domestic market utilising the existing electricity supply infrastructure. The product being developed as part of a Joint Venture company. � Liased with J.V. to ensure smooth transfer of knowledge, training for team members; establishment of support processes and determine SLA. � Worked closely with technical development teams to address issues and build confidence. � Developed team and skills to provide primary resource for all customer demonstrations throughout Europe. 1991 - 1998 Phonebase Team Leader � Worked on the Phonebase project recovery team after product failed to meet customer expectations. Liased closely with the customer?s operations and administration staff and in-house technical design team to ensure understanding of issues and solutions. Successfully evaluated/tested/implemented new releases of the Phonebase UNIX based software. � Collaborated with customer to ensure seamless handover and data integrity. Providing support and assistance during the formulation and completion of acceptance testing. � Assumed some project manager duties following departure of Phonebase PM - member of the BT action team (at their request), responsible for determining installation strategy. Successful implementation. Team recognised by the customer and by Nortel. � Transitioned team off customer site to local company offices whilst continuing to provide the expected levels of support and responsiveness. � Assisted in the transfer of the design authority to local team for ongoing, sustaining problem resolution and development. Participated in the review aspects of this sustaining lifecycle. � Ensured team?s requirements were considered during implementation of new help desk call logging system (Servasure). � Expanded role of team. Taking on new products (OA&M Systems) whilst continuing to meet existing commitments. 1988 - 1991 BT DAS Support � Provided 365x24 software/operational technical support through on site and call out basis for BT?s Directory Enquiry service. � Part of a team that implemented Phonebase, (a UNIX based, customer remote access version of Directory Enquiries) and providing on going support. � Promoted to on site software team leader, liasing with customer on all local software/operational issues.

Education

	BSc

Job Location wishes

(chosen marked with Checkmark )

Europe
- United Kingdom
  - North East
    - Yorkshire & Humberside