TMC Solutions, Ltd.

London, England

Contract client: Nortel Networks – Global Professional Services (NNGPS)

Harlow, Essex, England

My responsibilities were to provide voice telecom consulting to NNGPS, based in Harlow, England, for their management of multi–client corporate voice systems throughout Europe. The equipment was primarily Nortel Symposium Call Centre Servers (SCCS), Symposium Express Call Centre (SECC), Meridian 1 PBXs, and other integrated telephony products.

In a consulting role, projects included; process design for remote system management via a proxy device (ION Networks Sentinel) using TCP/IP or dial–up; software management tool configuration (MAT/Optivity Telephony Manager); transition of systems to active remote management by NNGPS Network Operations Centre (NOC); implementation of telephony requirements for a CTI environment; on–site analysis of Meridian Home Office II (MHO II) & CTI interaction failures, resulting in a MHO II product upgrade; call centre design; and site audits (Meridian PBXs, Meridian Mail, Symposium scripting).

General services involved; third line technical support (remotely and on-site) for the NOC; liaising with customer contacts; co–ordination of third party vendors/maintainers; configuration testing and demonstration using in–house lab facilities; and general telecom consulting.

Key accomplishments:

Refined managed services model for contact centre clients through adding detailed technical expertise and process definition.

Provided roving on–site technical expertise resolving deep level product bugs.

Contract client: Agilent Technologies UK Ltd.

Winnersh Triangle, Berkshire, England

My responsibilities were to provide call centre consulting to the European Voice Services group, based in Winnersh Triangle, England, for their contact centres located throughout Europe. The equipment was primarily Nortel Symposium Call Centre Servers (SCCS), Symposium Express Call Centre (SECC), Meridian 1 PBXs, and other integrated telephony products.

In a consulting role, projects included; contact centre design for multilingual and multi–site operation; system implementation; major contact centre move planning and implementation; and Symposium scripting standardization.

General services involved; technical support (remotely and on–site) of Meridian PBXs, Meridian Mail, SCCS / SECC programming (contact centre and basic server), and remote telephony products (Meridian Home Office II and Remote Office 9150); and general telecom consulting.

Key accomplishments:

Successfully designed and implemented complex multilingual/multi–site contact centre solutions.

Development of base standards for contact centre scripting.

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