A.'s WebCV

 

Andy A Millward

294 Mottram Road

Godley

Hyde

Cheshire SK14 3BH 0161 366 1084 (H)

Email amillward@pcinstall.demon.co.uk

 

Personal Profile

An innovative & self motivated IVR & PC Voice Engineer, having planned & installed a range of

systems for a variety of clients both in the UK and Europe, resolving issues at all levels of management,

from a complete system, down to component level.

Adept at working effectively within a multi-disciplined team at all levels, with many years experience of

understanding & problem evaluation within the field.

 

Key Skills.

Planning, implementation, project management & support of PC / Telephony systems, (Windows, Dos).

Supervision & training of customers at site.

 

Computer Telephony Integration (CTI)

Definity Si, G3R

Rockwell ACD using Merlin

Verint TDM and MediaStore

Comverse Voice Recording

Brite's Brite Connect

Syntellect VocalPoint

 

Operating systems

Windows 95, 98, ME,XP & Windows 2000 and Windows 2003

Some Windows 2003.

Older systems knowledge

MSDOS, WIN3.1 & WIN3.11 (Workgroups)

IBM OS/2

Linux (Only for diagnostic purposes)

Unix (little knowledge)

Solaris Version 2.3. (Sparce knowledge)

RMX (Intel's cut down version of Unix)

QNX (Canadian cut down version of Unix).

 

Achievements

Responsible for the installation, project management and support of BT's 150 & 151 Friends and family

service, used throughout the United Kingdom.

Installation of a PC Voice system in Denmark, a first to use the digital telephony protocol ETS300 in

Europe.

First line support, covering an eighteen-month period, seven days a week, twenty-four hours a day,

with all calls answered within five minutes.

 

Education

ONC in Electrical & Electronic Technician.

Training - ICL, Syntellect, Telewest, Brite & Comverse in house training. IBM Direct Talk, Windows 2003 Server Administration (Learning Tree part 1 of 4).

 

Leisure Interests

Personal interest in Computer and Voice technologies, e.g. PC & Voice technologies generally.

Abseiling down Old Trafford football stand for charity.

Employment History

 

02/2008 to Present Day

Adtech Global Solutions

Joined a part of Verint, who specialised in the Telecoms, Server and Hardware solutions of the company, here in the North West and North East of England. Visiting sites to investigate incidents involving tasks that required someone who had a customer facing skills and could quickly resolve hardware issues, often outside work hours as far away as Liverpool, Newcastle or Birmingham.

 

09/2004 to 02/2008 IT Support

Responsible for supporting a local authority site, running 46 Networked PC's and 16 Laptops, on Windows NT4, 98 and XP along with various applications and Office 2003.

 

06/2002 to 09/2004 Consultant Project Voice Engineer

Vocalis now Fluency

 

Consultant Voice Project Engineer, brought in to deliver a Voice Recognition project at the Chelsea Building Society. Delivered, installed and integrated two Industry compatible Voice recognition systems at Chelsea, of 60 and 30 lines.

Ring fenced on to a major project, Powergen, producing test information, before and onsite to provide factory acceptance with conformance to customer specification.

Installed for Powergen, new systems at Nottingham, Leicester, Bolton, Bedford and Rayleigh, upgrading their software to encompass new changes of service.

Testing changes and gaining customer sign-off, acting as single point of contact during load testing.

 

01/2002 to 06/2002 Voice Integration Consultant

Accident Group

 

Implementation of a Davox dialler into their call centre in Manchester. Secondment to Telecomms for

implementation of their core network infrastructure upgrade.

As part of a major upgrade project implementing the upgrade of an Avaya Si switch to a G3R, with a

fibre ATM network backbone with supplier Touchbase.

Day to day resolving of desktop, network, telephony and system issue's in Manchester or one of four

other sites, Luton, Liverpool, Leeds or Birmingham.

Responsible for Proteus - call logging data system for management and control of Call centres around

the UK.

 

04/2001 to 11/2001 Technical Support

Orange (3mth contract extended)

 

Short-term contact at Orange communications located in Darlington. Assisting the ACD Team with the

Rockwell Switch support. Resolving Call centre and Intersite trunk faults throughout the Orange

Network.

Upgrading the capability of the call centres, installing Rockwell Consoles or providing Soft phone using

Vantive's Merlin. Actively resolving reported faults on Remedy the in house reporting tool, in keeping

with the Service level agreements.

 

08/2000 to 02/2001 IVR / Voice Consultant

Callcentric (3 mth extended)

 

Working on developing an in-house system at ICL

Stevenage, a help desk system using a Quintus CTI solution, optimising the multimedia experience.

 

 

 

 

03/2000 to 08/2000 Technical Networks Engineer

Telinco/World Online (3mth contract extended)

 

Developing and supporting the latest Internet Modem connection at a major ISP/ASP, supplier of

business and private Internet connection in the UK.

Role varies between resolving and generally dealing with customers connected through Nortel's

CVX1800, 3COM's HiPer DSP or CISCO AS5300/AS5800 modems, with digital ISDN, analogue or

router connections & upgrades.

 

1998 to 12/1999 Voice Installation & Support Engineer

Comverse Infosys

 

Covering Europe, a small team of experienced Voice Engineers,

Installing and supporting Comverse Infosys Voice systems.

Installation of new systems, either with a large database, run on a Solaris Sun Sparc workstation,

connected to a NT server, or a smaller system, running on a Compaq's Windows 95 system. After commissioning, providing training & supporting customers, running corrective actions when voice recording quality required improving.

Onsite assistance as part of the Quick response team sent to Eire for Ericsson‘s/Telecomm Eireann 999

service that had a problem after a switch upgrade.

On call to resolve customer problems, 7 x 24 x 5, either on the phone or visiting sites as far away as

Glasgow, Leeds, Liverpool, Clacton-On-Sea or Dublin.

 

1997 - 1998 Business Support Engineer

Brite Voice Systems

 

Working in a small team, supporting the Brites European business systems, mainly financial or telecom

companies.

QNX operating system used with NT 95 and Solaris.

Customer support representative for Brite's German office & Far East office, customers requiring a

totally different business approach to those in the UK.

 

1996 - 1997 CTI Support Analyst.

Telewest

Integrating and implementing a rollout of IVR, PC and telecom systems, with new applications across

Telewest four main sites, Knowsley, Crawley, Birmingham & Bristol. Implementing changes as the

business dictated, often without notice.

 

1994 - 1996 Application Developer/Snr. Installation Engineer.

Syntellect Europe

Planning & pre-site survey.

Organization of sub-contractors.

Specifier and purchaser of specialized equipment.

Building and installing of systems to customer specifications, working within budget and tight

timescales, providing project management, when required.

Recording data at all sites, later to be used as the backbone for customer support.

Support of systems, 24x7x7 for eighteen months, tested response time of 5 minutes, for customers in

Scandinavia, Middle East, Europe and UK.

 

1976 - 1981 Technical Apprentice.

ICL Manufacturing Divisions.

All areas of computer manufacture, completing my five-year technical apprentiship, attaining the role as a Planning Engineer, in the Mainframe Planning department, ordering and controlling, from basic components to final assembly, including testing and despatching finished computer Mainframe equipment to customer's worldwide.

Examining failed returned components for what they had failed with, reporting the analysis in accordance with documented procedures.

 

Customer Portfolio

Participated in projects with the following clients, either directly or as part of a solution provider, at different levels.

Abbey National Building Society, Accident Group, Avenir, Birmingham Midshires Building Society,

British Telecom (150, 151 services), Bank of Scotland,

Barclays Bullion, Barclay Card, Barclays Direct Loan Services, Britannia Music (Polygram), Britannic

Assurance, Cable &Wireless (Mercury), Carlton TV, Celnet, Chelsea BBS, CitiBank, Coventry Building

Society, Daily Telegraph, Dixons, Environment Agency, Eastern Electricity, First Direct, Forward Trust,

Hoover/Hotpoint & Creda services, GE Capital, General Accident, Great Universal Stores, H.F.C. Bank,

H.S.B.C, ICL, Inland Revenue, London Electricity, Mannesmann, Marks & Spencer, M.N.B.A.,

Micrologica, McPhone (Denmark), NatWest, Nationwide Building Society, Norwich Union, Observer,

Orange, Powergen, QVC, Rockwells Electronic Services Division, SeeBoard Electricity, Scotish Hydro,

S.W.E.B, Telecomm Eireann999, Telewest, T.I.S, T.S.B, Vodapage, Woolwich Building Society.

Royal Bank of Scotland, BUPA, H.M Revenue and Customs, Direct Line, Transco, British Gas, Lloyds TSB, B.O.C.,

 

Experience Summary

20+ years in the Computer & Telecoms industry, involving many different and varied roles.

Operating systems.

WIN 95, 98, NT, XP & Windows2000 Server & Workstation Some Windows 2003.

(Installation and commissioning)

MSDOS, WIN3.1 & WIN3.11 (Workgroups),

Linux (Only for diagnostic purposes)

Unix (little knowledge),

Solaris Version 2.3.

RMX (Intel's cut down version of Unix)

QNX (Canadian cut down version of Unix).

Computer Telephony Integration (CTI)

Avaya G3R, ASA (limited), Proteus,

Rockwell ACD using Merlin

Quintus (Overseen)

Comverse Voice Recording

Brite's Brite Connect

Syntellect VocalPoint

Hardware

COMPAQ G2, G3 chassis

IBM PC's (PS/2's etc), & compatible platforms,

ICL Mainframes, (1900,2900,3900),

IVR systems, Vocalis, Syntellect, Brite, Comverse Infosystems.

IBUS PC's in various builds.

Voice systems (Various)

Networks

Knowledge of LAN devices - Routers, bridges, Network cards, Thick Ethernet (OSLAN 200), Cheap Net (OSLAN

100), UTP, AUI, Transceivers.

Lan Manager, Novell 3.11 & 4.01, NetBios, and some TCP/IP.

Telephony.

Avaya Si & G3R (limited)

Telephony cards. Dialogic cards, Aculab, Dasa, VCS, 4 Com and Brooktrout, Music Telecom, Cybertec Dialogic D41, D81, D300, D600 E1/T1 & others

Vroom (Transtec)

Rockwell Spectrum (limited)

RJ45 /RJ11 586A & 568B connections.

Krone cabling, 50 ohm British Naval Connector (BNC) digital cabling, 75 ohm, CAT 5 UTP and STP.

120 ohm European cabling using Line Interface Units (LIU).

Some knowledge of DPNSS, CAS, DAS, ETS300 protocols.