Adrian Greenwood available

Adrian Greenwood

Avaya Red Consultant

Profileimage by Adrian Greenwood Avaya Red Consultant from
  • Freelancer in
  • Graduation: not provided
  • Hourly-/Daily rates: 325 £/day
  • Languages: English (Native or Bilingual)
  • Last update: 07.02.2017
Profileimage by Adrian Greenwood Avaya Red Consultant from

Experienced Contract Voice Consultant with a demonstrated history of working in the telecommunications industry. Skilled in Session Initiation Protocol (SIP), Servers, Avaya Products, Workforce Management, Asterisk, Linux and Contact Centers. Dedicated, thorough and with exceptionally high standards.


System Engineer – Contract
Minster Law                                                                                                                                                Oct 2016 – Present
I’m currently mid-contract at Minster Law. Mainly Avaya Communication Manager with some Asterisk integration, Avaya SIP (System Manager and Session Manager) and Verint V11 call recording as well as Proteus call logging. I have been brought in to knowledge transfer to established Servicedesk team and provide telephony expertise where the company has experienced a significant shortfall in the past.
Principal Communications Analyst
YBS Group                                                                                                                                                   June 2016 – October 2016
In June 2016 I returned to the YBS Group to replace my former manager and mentor. I have been responsible for fixing high impact issues with the Avaya CM6.2, configuration of the IVR (XML configuration on Avaya Orchestration Designer) and assisting with the configuration of Avaya WFM 13 (rebadged Verint V11).
Senior Voice Delivery Engineer/Technical Delivery Team Leader
Capita Customer Management                                                                                                     Aug 2014  - June 2016
In August 2014,  Capita Customer Management's IT department underwent a restructure to separate Project
Implementation and  Support to ensure project were  delivered more efficiently.
I was selected to move  to the  Technical Delivery Team dedicated specifically to ensuring projects are delivered as a Senior Delivery Engineer. In October 2014,  I was promoted to Technical Delivery Team Leader in charge of the  Voice and  Data Delivery Team. I have continued in a dual role capacity delivering projects including the  migration of BT/EE Broadband, BMW and  Volkswagen Group to the  Avaya CM6 platform. I've also been involved with Transport for London migration onto the  system.
As Team Leader,  I've had  more responsibility as I've had  to manage the  6 engineers in my team and maintaining momentum on their projects in both Voice and  Data as well as a more strategic stance to ensure the  needs of both the  client and  Capita are  met.

Senior Support Analyst (Voice)
Capita Customer Management

Nov 2012  - Aug 2014

I was contacted directly by Capita Recruitment about a position within Capita Customer Management as a
Senior Support Analyst and  invited for an interview.
My main role at Capita Customer Management was to provide telephony support for faults and  projects. In January 2013  I successfully migrated Capita's first client, William Hill, to the  hosted Avaya CM6 platform. I was then assigned solely to migrate the  remaining clients from CM3 & CM4 platforms based around the  UK onto two hosted Avaya CM6 platforms. I successfully completed client migrations (IP deskphone installation, call routing and  call recording) for such  as Google EMEA Sales, William Hill Gibraltar (including Avaya LSP & G450 installation), National Trust, Scottish Power  and  Debenhams being successfully migrated with a new Verint call recording solution in place. I was also Lead Telephony engineer for the  new John Lewis contract that  CCM had acquired, which involved the  installation of over 600 Avaya IP deskphones and  call routing for the  company's multiple lines.

Avaya Specialist
Webhelp TSC (Formerly HeroTSC)

Sep 2011  - Oct 2012

To progress my career and  gain vital contact centre experience I was employed as an Avaya Specialist at, then,  HeroTSC. A specialist outsource provider currently offering customer contact centre solutions to SKY, E.ON, Office Depot and  Vodafone.
As the  only telephony engineer in employment at HeroTSC, it was my responsibility to maintain the  Avaya ACD, Call Recording (Magentic North), Voicemail/AutoAttend (Asterisk)  and  CTI at 9 sites nationwide. I installed two contact centres for SKY based in Glasgow (Atlantic Quays) and  Derby. I also installed Aspect SIP softphone for over 100 outbound agents for the  Aspect driven predictive dialler.
I also resolved several issues in the  Avaya ESS, CTI configuration on the  MAPD cards and  AES Servers that prevented the  call recording system working for a number of months before my arrival.

Communications Analyst (Voice)
Yorkshire Building Society Group

Aug 2002  - Sep 2011

Originally hired as a Network  Support Analyst on a secondment and  then promoted to Communications Analyst, my main role was to support the  Network  and  Telephony at the  YBS Group Headquarters in Bradford and  nearly 200 Branches nationwide. Everything from fault resolution, relocation, installation and administration predominantly in Telephony.  I was also involved in the  installation, administration and
On-going support of the  Verint (Witness) 7.7 Call recording system.
Before  I left in 2011,  I had  been involved in several major projects including configuration and  installation of Cisco 2950  Network  switches and  VoIP installation of over 1200  Avaya 4602  & 4610  deskphones in all branches nationwide, integration of the  Avaya Voice Portal IVR with Avaya Communication Manager, Installation and  integration of the  Biscom Faxcom  Server  with Avaya Communication Manager. I also installed ISDN based Video Conferencing in a number of locations and  the  Symon Dacon  TargetVision system with RTA feeds into Avaya CMS for Real-time reporting within the  Call Centre and  Helpdesk environment.

Travel and Remote working not an issue