Patrick Watters

Member of Global Microsoft Teams Architect that migrated 150,000 users from Skype for Business On-Line and On Prem to Microsoft Teams for France and all Worldwide offices, during Covid lockdown. Migrations of legacy telephony and IVR platforms to Microsoft Teams, requiring interacting with global business stakeholders. Providing business and project leadership for migrations and new product integration, ensuring that business compliance and ethical walls are maintained. Global SME ensuring business continuity to operational requirements within Microsoft Teams Contact Centre, Microsoft Telephony (SBC, SBCaaS and Operator Connect) and MTR within France and Globally is maintained. SME for MTR and all devices globally within Sodexo. Tech Vet on new products and solutions. - Skype for Business On-Line/On Prem - Microsoft InTune (Endpoint Manager) - Microsoft Teams Telephony - Microsoft Teams Contact Center - Microsoft Teams Rooms - Microsoft Places - Microsoft Co-Pilot - Microsoft Teams SIP Gateway - AudioCodes SBC - Ribbon SBC - AudioCodes OVOC Server - Nectar Monitoring - Stakeholder interaction - Vendor Management - L3 engineering - Powershell - Power Bi

A member of a Global team of Skype for Business SME providing Level2/Level 3 support for over 140,000 endpoints across all operations of the business worldwide. This mission requires a deep knowledge, understanding and experience working with Skype for Business. Provide support, (architecture, administration, maintenance, monitoring, backup, contingency), for Skype for Business Enterprise Voice, Persistant Chat and collaboration technologies. Identify improvements, creating business cases, and conducting strategic planning exercises with senior stakeholders to develop road map and objectives, review current and proposed architecture to arrive at an agreed end-state solution. • Skype for Business Enterprise Voice Specialist • Establish and drive ownership and accountability for Skype for Business end user experience • Advanced PowerShell Scripting • Review weekly trends, identify action items & drive remediation actions • Review user experience and address concerns and issues • Identify reoccurring issues raised through the Help Desk and driving actions (user awareness, helpdesk Knowledge Articules, etc.) • Driving remediation actions, progress, and open issues • Resolving issues, expedites, and escalations • Assist with training documentation for SFB new features and functions • Assist with the Implementation of new processes as process gaps are defined and solution matures

Part of a small team responsible for all of the Bosch Contact Centers Worldwide, from the USA through to Australia, 1500+ Agents. Work involved the creation of new contact centers, advanced feature programming and liaising with customer, project managers and external product providers. Bespoke configurations for specific Bosch International locations and/or customers requirements. Product specialist for • AIC (Avaya Interaction Center) with SDK - including advanced customer configuration • CCT Contact Pro • Calabrio Symmetrics Reporting • DSI (Avaya Desktop Wallboard) • ACR (Avaya Call Recording) • Avaya System Manager • Avaya Communications Manager • Avaya CMS (Multi ACD Configurations) • Avaya Presence

A multitude of different telecommunications systems including Aspect, Siemens and Avaya PBX, but all were consolidated onto Avaya, resulting in 1200 endpoints at over 100 locations around the UK. Introduction of a blended contact centre with voice, email and click to chat on the Avaya Contact Centre platform, with all inbound and outbound traffic PCI-DSS compliant due to a Semafone enabled SIP trunks • Avaya Subject Matter Expert • Stakeholder Management/Governance of Virgin Holidays Telecoms Infrastructure •Supplier Relationship Management (Semafone, NGN, Project Suppliers) •Project/Team Management •Avaya Session Manager •Avaya Aura Contact Centre Omnichannel (Voice, Email and Web Page Text) Avaya Orchestration Designer •Avaya System Manager •Avaya Communication Manager •G430/G450 Branch Gateways •Patch/Version Control Management •Change Control Management (patch, service pack and version change) •Telecoms Budget Holder

Senior Project Engineer for TUI Europe Wide Installation/Support for Avaya Aura and AACC High Availabilty/DR Solution with over 3000 endpoints on multiple International locations. •3rd Level Global Advanced Diagnostics/Backbone Engineer •Avaya Aura Contact Centre •Avaya Orchestration Designer •Avaya System Manager •Avaya Communication Manager •G430/G450 Branch Gateways •Patch/Version Control Management •Change Control Management (patch, service pack and version change)

Avaya Technical Consultant providing solution design, presentationsand installation for International customers •3rd/4th Global Advanced Diagnostics/Backbone Engineering •Avaya Aura Contact Centre (including Elite) •Avaya Contact Centre Control Manager •Avaya IQ •Avaya WFO •Business Process Improvement

Global Techical Support Engineer for installation, configuration Avaya engineers and Global business partners •3rd/4th Global Advanced Diagnostics/Backbone Engineering •Avaya Unified Messaging •Avaya Aura Contact Centre •Avaya CS1K •Avaya IP Office •Avaya Aura Modular Messaging •Microsoft OCS 2007/Lync/Nortel MCM •Microsoft Exchange 2007/2010 Unified Messaging

•Level 1/2 •Call resolution/esculation •Lotus Notes •Office Suite

•2nd/3rd Level Support for all IT related issues •Network Domain Administrator (MS Server & Exchange), Novell Netware and CAD Infrastructure •Line Manager supervision of IT Technician