SUMMARY:

• High calibre PROJECT MANAGER with experience of design and implementation of telecommunications systems and services. Successful delivery of lifecycle projects within the Finance & Telecoms industries.
• PRINCE2, PMBOK and Barclaychange (Change and Problem Management) methodologies
• Confidential Project Management, Service Management and Service Delivery experience across a wide range of projects
• Translation of business requirements into technical solutions (coaching / mentoring)
• Strong interpersonal skills excellent communicator. Team player and able to work without supervision
• Structured, analytical approach to problem solving and can work well under pressure
• Management of multiple projects with varying end dates using a range of technical and administrative resources
• ISO 9000 Internal Auditor with excellent documentation and presentation skills.
• Business Continuity Planning / Disaster Recovery. Implementation of Contingency systems and procedures
• Dealing Room Systems, Voice and Data Networking (MPLS, Private Networks - leased line, VPN’s)
• Cisco CM, IPCC, VoIP, IPT, ACD, IVR, SX3300, MD110, HiCom, Meridian, iSDX, DMS100
• Roll out of new network and fibre infrastructure for MFO including Datacentre migration to new offices
• Managed Motorola digital radio roll-out replacing analogue radios with PVA installations for repeater stations
• Managed installation of: GSM, Fibre Networks, VSAT, UPS & Digital TV/Radio install across the Sinai, Egypt
• Aggressive roll-out of IP Telephony for RBS offices in Manchester, London, Liverpool, Glasgow and Edinburgh
• Managed integration of Confidential & NGW voice and data networks, saving equipment costs & call charges
• Systems & services audit for cost containment preparing Confidential regions for VPN Roll-out
• Managed implementation of, high availability IP Telephony (network QoS) with Carrier level DR capability
• Gap analysis on Confidential Wealth systems to ensure installation matched customer requirements.
• Implemented Dealing Room systems and services for Confidential Bank and remote contingency Dealing Room (ADS, Dealerboards voice recording, hoot & holler, intercoms and all private circuits with remote switching capability)
• Completed the installation of resilient, high availability fibre data networks at Glasgow, Edinburgh and Aberdeen Airports overcoming the challenges faced implementing systems & services in 24 hour operational environments
• Deployment of Cisco IPCC to Call Centres in Mumbai for Confidential through UK gateways. Migration from traditional TDM systems to IP systems including: Verint call recording delivery of carrier services and call scripting
• Developed training plan for fixed line maintenance team to deploy mobile telephony for SafariCom (Vodaphone). This enabled enhancement of workforce and streamlined the management structure
• Development of Centrex as a turnkey service (including ACD/CCMIS) for Confidential using a virtual team maximising on available staff utilisation. Global roll-out to WorldCom to replace legacy MD110 PABX network
• Re-engineering of Nortel S/W upgrade process. Identified scale of problem and established root cause. Realigned departmental interfaces (and documented changes) resolving problem. Benefits: Time, Cost & Quality
• Implementation of a 3 node telephony network including Voice Recording, Trader connectivity for Confidential Benson. Devised method for parallel roll out of services minimising risk & migration time
• Introduced a Customer Service Barometer within Confidential Clearing Services to resolve existing customer service issues. Agreed resolution plan with Client using agreed metrics and successfully implemented corrective action
• Designed and implemented a common structured cabling system for the installation of CCTV and CATV for Confidential Dealers negating the need for 2 discrete cabling systems, saving costs and providing increased flexibility
• Analysis of file transfer method for distribution of reports for Confidential prompted a redesign to remove unnecessary equipment and allow use of remaining hardware reducing maintenance costs and cutting transmission time by 75%

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• Managed network design and installation for new buildings for over 1,500 users and new Force HQ
• Managed design and installation of resilient fibre optic network, CAT6, WiFi & Datacentre relocation
• Managed design and installation of Videowall for Force Operations Centre networked CCTV across the Sinai
• Development of standard Confidential processes for Confidential staff and Formation of cross functional Project Teams
• Wireless LAN upgrade, Digital TV Installation, CCTV systems, GSM & BSC Installation
• Managed installation of Commercial Vehicle Tracking System and Intrusion Detection Systems
• Managed implementation of microwave relay sites including, PVA systems, civil works & VSAT contingency
• Managed Asterisk PABX Implementation including Dial Plan and firmware upgrades
• Managed MotoTrbo repeater installation and roll out of digital handsets.
• Managed remote site technical upgrades in remote locations across the Sinai overcoming logistical challenges

Project Manager

Confidential

Responsibilities:

• Created Communications Plan and Data Gathering Templates for Senior Management
• Stakeholder Management for Implementation and support of Cisco IPT on SIP Platform
• Managed development of bespoke call logging solution for Law Enforcement Department

Project Manager

Confidential

Responsibilities:

• Managing Tactical and Strategic changes to Telephone Banking for the Group to reduce risk of fraud
• Created IT cost template and successfully implemented Tactical and bulk mailing solution (£0.5m)
• Managing Project Scope Change, Risks and Issues and reporting into Business and Senior Stakeholders
• Project / financial planning (£3m) and Matrix Management of Technical and Business Analyst resources

Infrastructure Project Manager

Confidential

Responsibilities:

• Managing the Implementation of new Firewalls for Confidential and DR Site
• Matrix Management of functional teams (Networks, UNIX, Oracle, WINTEL, SQL), reporting to Delivery Director
• Implementation of Dev, Test & Prod environments for upgrade of NHS Scotland Reporting systems to BOXI
• Project and Resource planning and Risk Management

Infrastructure Project Manager

Confidential

Responsibilities:

• Implementation of development environments for Internet application for insurance quotations
• Cost reconciliation of integration of environments for Confidential and Confidential against business case
• Sign off for implementation of new environments (Mainframe, Mid-Range and Distributed systems)
• Enrolled Technical Delivery Manager to implement solution
• Project and Resource planning and Risk Management. Reporting to Project Sponsor

Infrastructure Project Manager

Confidential

Responsibilities:

• Implemented resilient IPT system with redundancy to replace legacy TDM network in ITIL environment
• Produced PID / Business Case. Successfully integrated Telephony & Data Networks following merger with NGW
• Instigated a Voice Network re-design to facilitate the integration of Voice/Data networks whilst introducing a resilient hosted Voice Application 6 months ahead of schedule, reducing spend on additional telephony equipment.
• Budget management, Project planning, KPI’s. Resource Planning / Management (EPM) and Risk Management.
• Carrier Services analysis for resilient delivery of “ported” numbers to core sites for DR purposes.
• Produced business case to merge Exchange & AD with NGW & networked archiving solution £800k budget
• Established costs and principles for Simple resale of telephony services
• Creation of Communication Plan with Governance and Stakeholder Communications managed to Director level
• Established and successfully implemented Proof of Concept for IPT across WAN (Mitel SX 3300 and Cisco)
• Produced Test Plans and test cases for WAN VoIP deployment and QoS Policies defined and deployed using QPM
• Produced work packages for Desktop and Infrastructure teams to ensure network readiness for UK IPT Roll-out
• Implementation of Carrier Services, 5 digit linked numbering scheme, contingency IVR and new Dial Plan

Voice Project Manager

Confidential

Responsibilities:

• Managed provision of telephony services for relocation of Confidential Wealth staff to new offices in Scotland
• Managing relocations within existing business areas (churn) and new projects within the voice workstream
• Established gap analysis processes to deal with change in requirements since implementation of core systems to ensure that the business could maximise operational efficiency through use of MIS and new ACD technology
• Reviewing routine and test procedures for Operational Team (Voice Recorders, IVR, IPCC)

Systems: Symposium, Datapulse, Meridian, IVR, FeatureNet, Cisco IPCC and Verint IP voice recording

Project Manager

Confidential

Responsibilities:

• Managing bid for provision of £7.2m of new Cisco 3 layer networks for Scottish Airports: ABZ, EDI & GLA
• Managed installation of resilient fibres, Cisco infrastructure, pit & ducts, equipment rooms and M&E systems
• Support on Project Boards and Steering Boards with Stakeholder Management to Airport Director level
• Managing multiple projects across 3 Airports, ensuring that even with different priorities, timescales can be met
• Liaised with IT Operations for maintenance integration & to support new services (OAC/ORT)
• Created Environmental Policy for installation of new networks across the UK for Confidential
• Controlled contractors through Method Statements, Risk Assessments, H&S, Training, inductions, work permits
• Managed installation of Common Mobile Infrastructure, CCTV, FID’s, Check-in Systems, CEM & ground radio
• Created proposals for provision of voice services (MD110) and data services (NortelNetworks)
• Attended asbestos awareness course & ACTA Passport training. Security screened for: Full Airside Pass

Voice Design and Build Consultant

Confidential

Responsibilities:

• Created business brief and ITT for rationalisation of VPN services
• UK Network Audit for cost containment purposes
• Build of Model Office with latency simulation using Cisco equipment to test Call Manager
• Migration of UK Contact Centres to India on Cisco CM Platform including IVR Scripts
• Implementation of Blue Pumpkin (WFM), for Contact Centres, bespoke upgrade of Verint IP call recorder
• Tender analysis for mobile network services (GPRS, Bluetooth, Blackberry and handsets) for Egg

Service and Support Manager

Confidential

Responsibilities:

• Managing 18 field staff and Repair Centre for installation/support of Hicom range of PABX’s & ACD’s
• Managing training for: System Administrators, Users, ACD Agents and Supervisors
• Establishing Service Management Framework/SLA’s for Confidential products & services
• Established Customer Care Centre, training centre and test laboratory
• Implementation of: CIL, DECT, VoIP networks, Voicemail, Self Service Auto Attendant (IVR)
• Establishing training schedules and appraising technical and non-technical staff
• Supporting Sales and Marketing team and reporting to Managing Director

Project Manager

Confidential

Responsibilities:

• Service Acceptance for migration of applications (Bulk File, TRANSPAY) to RS6000
• Managed UNIX and Oracle Upgrades onto RS6000 (Tivoli and MQ series)
• Ingress to Oracle upgrades and VMS to AIX (migration from DEC Alpha to RS6000)
• EMU - Identifying applications impacted by entry to EMU, determining skillsets & resources required
• Provided interface between business / technical areas within Confidential Service Provision
• Accountable for delivery and acceptance of service into live environment including test plans / cases
• Impact Assessments, Acceptance Criteria, PDR’s, Technical/Business Monitoring and Operational Req’s
• Tools: PMW and MS Project used to track tasks and resources.

Programme Manager

Confidential

Responsibilities:

• Management of multi-million dollar Centrex Project for WorldCom’s internal voice network
• Responsibilities: implementation of Centrex, establishing delivery channels for Turnkey roll-out
• Managed Network Number Changes and iSDN Services for video conferencing
• Provision of: VPN, Operator Services, IVR and Networked ACD (including CC MIS)
• Establishing budgets for installation of International ACD
• Global roll-out of Centrex/Centrex ACD for WorldCom
• Set up and matrix management of “Virtual Team” for Centrex Service Delivery
• Co-ordinating training plans and provision of support during / post changeover
• Programme management of Hardware upgrades (including power) and extensions on DMS100
• Process improvement Prime for software delivery and Prime for S/W roll-out EURO6, 8, 9, 10 & MMP13
• Provision of GP Mail (Voicemail platform) and support services for WorldCom Milan

Implementation Consultant

Confidential

Responsibilities:

• Teleware, Voicemail, Claire Trader CIL, NICE Digital VR and 4 digit numbering plan system(s) acceptance testing, network design/migration, comms room design
• Presented project approach to IT Directors detailing: Team Structure and rollout timescales
• CRM function within BTS, managing relationships with external suppliers: BACS, APACS, BT, IBM
• Co-ordination of internal and external teams across multi platforms ie: Operations and Technical Support
• Service Management of AS/400 and Mainframe environments
• Support of the LAN, WAN (SNA, X25, IP) and desktop infrastructure
• Production of SLA’s, OLA’s and Service Reports ( inc. KPI’s) for Clients inc. Problem & Change Management
• Account Management responsibility included budget monitoring and RAF’s
• Business Continuity Planning with Clearing Services to allow cheque processing at a remote location
• Internal auditor for BTS during successful ISO 9000 accreditation