Microsoft UC and Contact Centre Engineer - Amillan Ltd
(2017-10)
Working as part of a small team to design, install and support Microsoft unified communication deployments for UK clients. Installing and upgrading Enghouse EICC contact centre. Engaging with other teams in the business to ensure that deployments go to plan and additional add ins to the solution can be deployed and supported.
- Liaising with clients in the pre-sales stage to ensure that a system which will meet their needs is specified and quoted for.
- Verifying High Level Design Documents from the sales department before they are submitted to customers.
- Writing low level design documentation to confirm the design and planned implementation will meet all of the requirements of the customer.
- Knowledge sharing within other teams in the business to ensure that the best possible support is provided to the customer. Training junior helpdesk staff to allow them to offer 1st and 2nd line support to customers.
- Complete upgrade of in house IT systems and migration of mail to office 365 followed by migration from Skype for Business to Teams.
- Preparation for in house cyber essentials and ISO 27001 certification.
- Working with several Housing associations to roll out contact centre solutions onto existing PBX systems or alongside Microsoft UC solutions.
- Working with a number of clients to migrate from ISDN to SIP using Ribbon SBCs to facilitate this.
- Lead engineer on a migration to Teams telephony from a legacy PBX and Skype for business. Five thousand users served by a mixture of Direct Routing and Operator Connect across three sites.
- Migration of a university with ten thousand active users to Teams telephony.
- Migration of MSP from legacy Avaya PBX to Teams with a 30 seat Cirrus contact centre.
- Migration of a large UK recruitment business from 8x8 to Teams telephony.
- Migration of several blue light services to Teams telephony with links into critical 999 systems and radio systems.
IT Systems Engineer - Hyder Consulting / Arcadis UK
(2012-08 - 2017-10)
A regional role supporting the server and network infrastructure throughout the UK, Middle East and India along with some global systems such as Microsoft Unified Communications and email.
- Main responsibility for supporting Lync 2013 implementation globally. Implementation included front end servers in multiple locations with mediation servers in UK, Middle East and Australia.
- Worked with external consultants to implement a new Lync infrastructure to move from 2010 to 2013
- Implemented mediation servers and associated dial plans for roll out of Lync Enterprise Voice for offices in several Middle East offices.
- Configured Response Groups within Lync to meet project needs including public enquiry lines as requested by the business.
- Providing guidance and training on use of the Office 365 hosted version of Skype for Business.
- Led the integration of several acquisitions into the business. Worked with business managers to discuss requirements and then migrated servers / data and user accounts / mail into our corporate systems.
- Reconfigured Lync servers to move within the network due to subnet conflicts after acquisition of Hyder by Arcadis
- Implemented an additional mediation server in Amsterdam to test a new European SIP trunk.
- Worked with EMEA network managers and AT&T on migration of existing offices to new WAN links and subsequently a managed LAN service provided by AT&T.
- Relocated full Lync 2013 infrastructure to new datacentre as we closed the office which had held the main datacentre. Liaised with senior business management to ensure move was completed with minimal disruption and that the business was aware of the downtime.
- Implemented new servers across UK offices using VMWare Clusters and Equalogic SANs.
- Deployed RiverBed Steelhead devices to all UK and Indian offices to improve WAN performance.
- Setup servers and network infrastructure for several site and joint venture offices.
- Ensure all system are documented and knowledge transferred to other members of the team.
- Ensure all system changes are fully documented and risk assessed to comply with ISO27001.
- Configured Dell Layer 3 switches and SonicWall firewalls to allow selective local internet breakout.
- Migrating users from on premise exchange servers to Office 365.
- Supporting office moves and other projects in UK and Middle East as required.
- Day to day management and troubleshooting of regional servers. All Microsoft servers running on a mix of VMWare and Hyper-V virtualisation.
Senior IT Field Engineer - Hyder Consulting
(2007-03 - 2012-08)
A regional role providing 2nd and 3rd line support to 1500 users around the UK.
- Identified initial pilot users for a trial rollout of OCS 2007. Configured their machines and provided training on use of the software.
- Put together training for use as OCS and LiveMeeting was rolled out around the global business.
- Led the rollout of OCS as a telephone replacement for the UK business. Providing training and troubleshooting as required.
- Liaise with internal staff and external clients to ensure the maximum benefit achieved from OCS and Lync as a collaboration tool.
- Provide training for OCS and Lync rollout in East Asia and Middle East
- Support a team of 10 IT field engineers providing extra support and advice as needed.
- Assist with national and international software and configuration rollouts.
IT Field Engineer - Hyder Consulting
(2005-02 - 2007-03)
A regional role providing 2nd line support to 200 users in Birmingham and satellite offices.
- Supporting a wide range of users with local issues with windows and a wide range of technical software
- Preparing an annual budget for hardware and software replacement and providing specific advice on suitability of purchases.
- Assisting on larger regional and international projects as required.
- Nine month secondment to Middle East Region to lead the migration to the standards used in the UK business. Setup a regional helpdesk to provide a better service to end users.
IT Helpdesk - Kalamazoo UCS – Coin Systems Helpdesk
(2002-12 - 2005-02)
IT helpdesk for systems used by Ford Credit UK.
- Providing remote support to motor dealers for issues with systems used to produce vehicle finance quotes and applications.
- Site visits where required for more complex issues and installations
- Providing a contact point for Ford Credit staff for queries and more serious issues.
Sales Executive - GK Motor Group
(2002-08 - 2002-12)
Sales of new and used SEAT cars and vans
Sales Executive - Colliers Motor Holdings
(2001-07 - 2002-08)
Sales of new and used cars and light commercial vehicles in a multi franchise dealership
- Providing guidance to local small businesses on the implications of cash for car schemes.
