Barry S.

TECHNICAL WRITER

366 dollar
Freelancer
13 ans
Watford, UNITED KINGDOM

Mon expérience

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Network Rail (Contract)March 2018 - Présent

Investigated the use of telecoms and network equipment used by Network Rail Telecoms.
Produced IT and telecoms reference guides for maintenance and NMC personnel.
Wrote quick reference training guides for new products.
Produced training guides for new staff.
Worked with SMEs to get relevant information about new and old products.
Produced all documentation using Visio.
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Ladbrokes Coral GroupSeptember 2017 - February 2018

Managing the transition from Cisco/Mitel/Avaya/Nortel systems to a voice cloud system hosted by New Voice Media for Barking, Gibraltar and Asian locations. Managed the integration with Salesforce.com. Relocated the Rayners Lane infrastructure to Barking and a data centre, as well as moving contact centre staff to Barking.
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GenesysMarch 2017 - September 2017

Managed the design, upgrade, integration and roll-out plans for a 20,000-seat call centre for BT and EE using Genesys platforms and integration with Aspect IVR and Nice call recording. System based on using voice, chat and email to agents and to third-party call centres. Produced and updated the RAIG log and scheduled all work for the design team in the production of the High Level Design.
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Sopra SteriaMay 2016 - November 2016

Led a VoIP/IPT project with installation and upgrade of Cisco Call Manager (UCM) and Cisco Contact Centre (UCCE) to version 11.
Completed the High-Level Design (HLD) for all the projects plus other technical documentation including management ations and financial reports.
Managed and worked with numerous third-party suppliers of equipment and services to the Council negotiating contract clauses and SLAs.
Negotiated telco call charges, rentals and installation costs with three suppliers as well as getting upgrade costs from third-party service suppliers (for Asidua CRM, Semafone, Verint/RedBox voice recording, Tiger call logging/billing and Pipkin WFM).
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Huawei TechnologiesNovember 2015 - May 2016

Leading the VoWiFi project for Telefonica O2 in conjunction with major handset manufacturers.
Tracking the implementation and upgrade of network elements in the live and test-bed environment.
Running daily and weekly meetings on many aspects of the project for the SIM-only part of the overall project.
Producing weekly and daily reports on phased progress and of the trials using test SIMs.
Coordinating operational acceptance testing and work carried out by Ericsson at various sites.
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J.P. MorganJuly 2015 - November 2015

Led the 2015 unified communications, desktop, multimedia, LAN/WAN and VoIP/IPT telephony $multi-million roll-out programme for the worldwide company managing a team of 15 all in the USA.
Drove projects in various technology spaces including Avaya and Cisco telephony (contact centre and back office), Lync, Chat, LCR, Toll-bypass and Nice voice recording.
Pulled together an overall programme together with a high level timeline/roadmap with risks and dependencies mapped out.
Coordinated business and engaged group resources for easy transition from concept to pilot and from pilot to production environment cut-over.
Developed the content and chaired a monthly Steering Committee meeting with the head of the business transformation and his management team to enable the transition of the programmes to the business.
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Domestic & GeneralOctober 2014 - July 2015

Lead the vendor selection and replacement and integration of a call centre and back-office systems with the roll-out of a managed resilient SIP/VoIP/IPT managed telephony/contact centre system for all UK and European sites.
Managed a team of five people of different disciplines.
Integrated the existing Avaya and Cisco front-office and back-office system for a number of sites.
Completed the High Level Design (HLD), modelling using UML and System Architecture Document (SAD) including the specification of the (Genesys) Interactive Intelligence (ININ) CIC SIP IPT System, IVR/ACD, AudioCodes Session Border Controllers (SBCs), Colt SIP Trunks, Polycom phones, SIP Stations, Softphones, Packet Shapers, CTI Integration (Genio), voice recording and upgraded networking equipment.
Produced test strategy and test specification for System Integration Testing and completed tests and handed over system to Business Users for UAT.
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Financial Conduct AuthorityMarch 2013 - September 2014

Acted as Specialist Consultant to the Financial Conduct Authority working as a Technical Infrastructure Project Manager and as a Business Analyst within the Cloud Contact Centre Project as well as producing a requirement specification for the roll-out of a cloud-based IP Telephony system to replace the current in-house legacy IVR and recording infrastructure.
Designed a solution for call routing using the Ericsson MD110 (Aastra One) to enable cloud-based call recording.
Carried out vendor selection and evaluated RFP responses and negotiated with vendors in the selection of a Cloud Contact Centre provider to provide IVR/ACD facilities and inbound/outbound voice recording with retention for the FCA Businesses: UK Listings Authority, Market Monitoring, Enforcement, Whistleblower Line, Consumer Credit and the main switchboard.
Produced an architectural solutions design and a document covering all telephony and contact centre aspects including voice recording and decommissioning of old systems.
Produced an infrastructure design showing integration of the cloud-based system with the on-site systems as well as detailing security, disaster recovery and business continuity aspects.
Carried out detailed testing of the new system and coordinated user acceptance testing and system tests.
Project managed the implementation of the systems and additional enhancements including CRM and Salesforce.com integration and an Internet partition.
Planned for the migration of recordings/metadata and the decommissioning of the NiceLog call recording system and the Genesys CTI system; and for the NiceLog recordings to be accessible and available for 25 years.
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NextiraOne EuropeSeptember 2012 - March 2013

Established policies and controls for the upgrade and roll-out of a UK-wide centralised voice and data network based on Cisco-based data and IPT/VoIP telephony, including contact centre, voice recording and operator console solution for the National Grid (the customer of Verizon Business).
Managed a team of five people consisting of installers and Cisco designers.
Upgraded existing sites with out of date switches and routers and sites that had a mixture of TDM PBXs or were running on old versions of Cisco Call Manager.
Managed resources (including third-party), carrying out financial forecasts of expenditure and income, producing monthly service invoices, producing task lists and scheduled work.
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AtosNovember 2011 - August 2012

Worked as a Technical Project Leader for a voice network based on IP Telephony/VoIP solutions for various customers: (Siemens Group companies in the UK such as Siemens Healthcare Diagnostics) and Atos companies.
Captured business requirements; carried out analysis and produced tactical and strategic solutions based on short-term and long-term requirements.
Chaired and ed solutions in online and face-to-face workshops.
Data networking solutions based on Cisco and telephony solutions based on Siemens OpenScape Branch (telephony and call centres) and Microsoft Lync/OCS conferencing softphones and hard phones, SIP Trunking and short-term hosted/cloud telephony solutions.
Managed the relationship with SECL and other third-party suppliers as well as maintaining on-going relationships with end customers.
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Deutsche BankJanuary 2011 - November 2011

Acted as single point of contact for the solution design of the global IP telephony/VoIP voice network and contact centre deployment of Avaya-based solutions for EMEA, UK, USA and RoW regions, including Verint voice recording.
Converted business requirements into agreed business specification; documenting functional and non-functional requirements; agreeing target system design and then producing design documents.
Liaised with BT and Avaya on deployment, service management and design issues.
Managed relationship with SIS (project managers) and Avaya worldwide as well as maintaining on-going relationships with end customers throughout the world.
Designed interfaces to IPC Alliance 300 and IQ/Max dealer boards and turrets.
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Canada LifeJuly 2010 - January 2011

Matched user requirements to architected solutions using Avaya IP telephony/VoIP voice network and contact centres products and systems.
Replaced existing IPT systems and contact centres and trading desks in City of London with Avaya contact centre and IPT solutions in the City of London, Bristol and Cologne.
Upgraded existing Nortel CC6 contact centre solution to Avaya Aura compatibility and IPT system in Dublin.
Used Zachman/TOGAF framework for project organisation and documentation and the Kepner-Tregoe rational process. Worked in Potters Bar and Dublin.
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Level 3 CommunicationsFebruary 2010 - June 2010

Managed the development and an IT system for HMRC including the design and specification of an Operator Console based on Siemens HiPath 8000 technology.
Specified the business processes for the full life cycle of the products and solution using Casewise and eTOM.
Project managed the testing and roll-out phases.
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Level 3 CommunicationsDecember 2007 - May 2009

Project managed the design and roll-out of a major worldwide project for the British Council.
Upgraded Global Crossing’s core network infrastructure (based on H.323 Cisco IPT/VoIP core network) and connected 220 PBXs to provide a private voice and data network for the British Council.
Migrated PBXs (Cisco Call Manager/Express, Mitel 3300, Avaya IP Office and Siemens HiPath 8000) so they can be connected to the core network.
Controlled the design so as to meet MOS and GoS service levels as specified in the contract.
Managed the installation/upgrade of Satellite and terrestrial connections to connect overseas sites.
Used Prince 2 structures with matrix management, stakeholder management, change management and budget and expenditure control as part of the project.
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O2 (Telefónica UK)December 2007 - May 2009

Produced high-level designs, process flows and analysed propositions and carried out customer experience/journey lifecycle analysis and OSS/BSS analysis for the following six propositions based on business requirements: Inbound Enhanced Telemarketing Services; SIP Trunking; Carrier VoIP and Hosted IPT Voice; VPN Managed Networks; ADSL2+ Business Broadband; and Digital Leased-Line Services.
Negotiated with fixed-line carriers to provide the propositions on a white label basis for SMEs and Corporate clients of varying sizes.

Mes compétences

VoIP, Training, TOGAF, Testing, Telecommunications, Technical Writing, Team management, SIP, Salesforce.com, Project Management, Networking, Matlab, Management, IVR, Integration, Documentation, Design, CTI, Cisco Switches/Routers, ADSL, Acceptance testing