Experience

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  Response communications

  Aug 1986 - Apr 1996

  Senior technical lead

  I started my career at Response Communications, as an apprentice at the age of 17, and worked my way up to senior technical lead. I left due to moving to Scotland, and new opportunities

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  Scotia telecom

  Apr 1996 - Apr 1998

  Senior technical lead

  Worked as a senior technical lead installing GPT Hicom's

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  Bluesky technologies

  Apr 1998 - Apr 2001

  Avaya engineer

  Worked as a technical support team member and design and build technician for Avaya platforms.

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  Central telecom

  May 2001 - Jul 2005

  Pre-sales engineer

  Predominantly worked with the account manager team around support contracts and worked with sales team with new or existing customers with Avaya platforms only

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  Black box

  Aug 2005 - Jun 2022

  Manager solutions & innovation

  My primary roles within Black Box Technologies (Formally Pyrios) were Manager of Solutions & Innovation and Solutions Architect, working with our existing customer base, as well as any new opportunities, to help uncover current challenges that customers face today, and how we can help improve not only CX but also Employee Experience to help reduce churn. Black Box Technologies work with vendors, such as Microsoft, Avaya, Genesys, NICE & Virsae.My most recent focus has been around CX and UC/Collaboration applications, and how they can improve not only your customer experience but also your employee experience, the new workforce expect businesses to be more flexible, and to provide up to date tools to complete the job efficiently and effectiveMy personal vendor knowledge I have absorbed over the years have been with Avaya, both Communication Manager and IP Office, Genesys Cloud, NICE InContact (CXOne), NICE Call Recording, Workforce Management.Over my time at Pyrios, I have been involved with developing and designing a Pyrios Briefing Centre, which we were able to demonstrate all our Vendor applications. This gave us the space to bring customers, existing or new to demonstrate what Pyrios's capabilities are, and to show what products we supply and support to solve business challenges.My passion is discovering new and existing technologies that can help improve CX and Employee Engagement, ranging from basic telephony through to AI technologies such as real-time analytics and chatbots. I also have a passion for home automation, using Amazon Alexa, and also how it can be developed to help in the workplace. Show less

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  Ntt ltd.

  Jun 2022 - now

  Senior manager

  My Primary role is to manage a successful Professional Services team, who have a wide breadth of knowledge across the IT industry, including but not limited to:Azure Virtual Desktop- AVD Teams UC Modern Desktop WinTel Azure Migrations Multicloud Solutions In-Tune/Autopilot MDM AWS On-premise servers VMware Active Directory As a Professional Services team we work very closely to be effective and well utilised, my personal role is to work with Client leads and GTM teams on the pipeline, to understand what skills we need, where and when, and also allowing the team downtime for training and certifications. This allows the team to have personal goals that they want to achieve, and I work with them on these goals. Brain Surgery is not an achievable goal, however we could get to the next best thing which is Azure Architectural Specialist!I really enjoy this role, and I have been given the chance to enhance my managerial skills.The team are aware that they can come to me at anytime as my door is always open, and I will listen to them, and we form plans out of these discussions. Show less