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Operations

Work Experience

An experienced international senior manager who has in depth knowledge of the Internet, Mobile and Fixed Telecommunications industry gained from recognised industry employers.
Experience in numerous technology fields as well as various business systems and operational models,together with customer management at all levels
Capable of high levels of motivation, management and organisation and very familiar with multi cultural organisations having spent time living and working in Europe for both European and American organisations.

European Operations Manager April 2002 to September 2003

• Define the overall service strategy for each country, customer and product within region as well as Europe as a whole.
• Responsible for the timely implementation and management of all customer projects throughout Europe.
• Management of an efficient pan European technical support function for pre/post sales activities.
• Management of customer relationships at a strategic level
• Create and manage a pan European policy for partners/subcontractors
• Definition and achievement of customer service levels, productivity and efficiency within the agreed budgets.
• To maintain internal cost comparison against subcontractor cost for the service operation to ensure efficiencies are managed.
• To maintain a through knowledge of internal and industry benchmarks and use to further develop productivity and efficiency improvements.


Freelance Consultant January 2001 to
April 2002

• Consulting services on an European basis to assist Invertix a US firm to evaluate the possibilities of entering the European market with its product.


Vice president IP services October 2000 to
December 2001


• Head of the IP services project group at and responsible for all project management activities globally
• Define and sponsor appropriate tools and management systems to be implemented within the company OSS/BSS systems (TBS, Clarify, Peoplesoft, Remedy) and live link
• Define and sponsor new processes, re-write existing processes where they have become obsolete either due to change in technology or a change in the internal structure of the company
• Head steering groups for the introduction of new products and services to the KPNQwest portfolio e.g.(VoIP, Cybercentres, Hosting)
• Ultimately responsible for the customer order revenue flow and timely implementation of customer orders reported to CEO weekly with stats
• Advise engineering department on the design and construction of the KPNQWEST network in line with own and customer requirements
• Interface at senior level with Sales and Marketing to establish customer requirements and define network architecture for future expansion
• Meet high profile customer and discuss project requirements or recovery plans
• People management of three direct senior line managers who have the collective responsibility of Project managers and senior project managers and engineering /support staff in total approximately 40 staff



Technical Support Group Manager– 1998 to September 2000


• Managed the technical support department for Nokia networks UK consisting of offices located in Peterborough, Huntington and Scotland.
• Areas of technology covered by the department – GSM (2G +GPRS trials), Transmission (PDH & SDH) Datacomms (X21, IP, ATM, xDSL, bluetooth, IP packet data and Broadband), PMR and microwave, fixed switching Nokia DX220 and TETRA (DXTT, DXT256, DWS, DSC), Network management platforms and associated LAN/WAM and router issues.
• Responsible for the cost and utilisation performance of the department with a negotiated budget exceeding 5M GBP on Short term plan basis(every six months) annually 10 M GBP
• Provide definitive yes/no decision on whether a product can be supported in RFP,RFQ scenarios
• Responsible for the customer and employee satisfaction performance of the department
• Lead marketing with the production of tenders regarding the scope and value of services which can be offered by Nokia
• Manage customer relationships at strategic level
• Work at European level to instigate European support models and processes for customers/technology areas
• Responsible for supporting other countries-France, Spain, Belgium, Ireland and South Africa in their setup, competence and structure


Global Development Project Manager- 1998 to September 1998


• Head of a global team with members based in UK, France and Finland responsible for the successful roll out and implementation of the Nokia TETRA product globally within Nokia
• Managed product line staff to ensure the technical requirements were as per according to standards and the requirements of diverse customers
• Set up Nokia offices world-wide for the support of TETRA product, including logistics, sales, marketing, admin and support/commissioning staff worked in conjunction with country or regional managers
• Designed new processes and models based on GSM criteria for TETRA
• Designed tendering and marketing and pricing guidelines for sales and marketing teams globally
• Instigated technical training programs for both technical and sales staff
• Worked in conjunction with Nokia training organisation to create new course material enabling customer training to commence
• Key member of steering group reporting to Nokia board for the TETRA roll out
• Set-up from scratch new geographical service areas e.g. South Africa enabling them to support and market new technologies
• Defined and negotiated my own budget and operate within its constraints
• Planned and implemented enhancements to the basic product i.e packet data (similar to GPRS) for TETRA and the subsequent new processes involved


Technical support engineer- 1997-1998


• Provided 3 rd line technical support to the technical support departments of Nokia customers
• In depth knowledge of GSM, PMR, TETRA ,Transmission, LAN/WAN and NMC’s
• In-depth knowledge of Nokia Switching platform DX200, GSM infrastructure BTS, HLR, BSC, PDH, xDSL, SDH, X-connect equipment, NMS product range
• Knowledge of Cisco equipment and the “bigger picture” in relation to network management & NOC environments
• Trouble shoot in conjunction with product line on Hardware/Software problems including travel to Finland for testing or further investigation
• Attend customer meetings on a regular basis to discuss relationship between Nokia and its customers, assist in or manage any specific customer projects and deal with Nokia performance
• Advise Sales and Marketing in consulting role on all technical and project issues





Technical support Engineer- 1995 to 1997


• Provided technical support for the Telewest Network. Later also provided support for Telewest’s ISP Cableinet
• Undertook network design, configuration and operation capabilities and went on to support the Telewest National SDH network(Nortel SDH equipment)
• Provided switch support for Telewest switched Nortel DMS 100
• Design configuration and operation of Cableinet ISP launch in the UK(Commissioning POP sites, ensuring ATM backbone is operational and SDH layer is fully redundant)
• Designed new configuration parameters for management systems, NOKIA TMC & NMS Lucent I2000 and DSC and planned and implemented the move from regional Network operation centres to a national center in conjunction with suppliers Nortel, Lucent and Nokia
• Liased with Sales & Marketing at consultant level when negotiating with large or complex business customers.
• Designed new processes and modified existing processes most productive operation






.

British Forces Telecommunication Specialist- 1990 to 1995

• Member of the Royal Air Force signals engineering establishment involved in rapid deployment of telecom specialists to trouble zones around the world.
• Provided global project roll out functions including installation, commissioning and maintenance role on telecom and datacomms equipment throughout the world
• Rapid reaction support to any British or Allies facilities in the event of conflict
• Deployed on Telecom equipment’s and have knowledge and experience of LAN, WAN, MAN HF and RF Radio, encrypted data networks, Satcomms.

Education

Academic

• 6 O levels
• 3 A levels)
• BTEC HNC Telecommunications
• BEng Digital Engineering and Telecommunications Systems

Technical

• PDH Troubleshooting
• SDH O & M
• SDH principles
• SDH principles and Functions
• Advanced SDH principles
• SDH transport business solutions
• DWDM Optical transmission technologies
• Nokia Management System
• Nokia Management System Mediation Function
• Nokia DX200 System Course
• Nokia DX200 System O & M Course
• Nokia DX200 o & M Course
• Nokia DX200 Troubleshooting
• Nokia Basestations
• Nokia GSM principles
• V5 signalling interface
• Frame Relay
• Technical principles of Data networks
• Simple Network Management protocol (SNMP)
• ISDN concepts and techniques
• ATM Principles
• Advanced ATM
• C7 Signalling
• Introduction to X25
• DPNSS concepts and techniques
• LAN and internetworking
• Basic IP
• Advanced IP
• Voice over IP
• IP Business Fundamentals
• ISP Business
• ADSL
• Broadband IP access solutions
• Nortel TN1X
• Nortel TN16X
• Lucent SLM2000 (STM16)
• Lucent DACCS2
• Lucent I2000
• DCS SDH
• DCS PDH
• Newbridge
• Bay networks routing
• Encrypted data
• HF transmitters
• HF Receivers

Management

• Influencing Skills
• Leadership
• Team dynamics
• Nokia Manager course part 1
• Nokia Manager course part 2
• Nokia Manager course part 3
• Change management
• Project Management part 1
• Project Management part 2
• Project Management part 3
• Negotiations skills
• Problem solving & Decision making

Languages

English, Dutch(basic)

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