About Mark

A highly skilled IT professional with experience of managing telephony infrastructures across the UK and Europe within the retail Travel and Tourism sector

Acted as Project Manager of a £1.7m strategic project to replace the company’s legacy reservation system, working with business project leads to ensure a smooth transition on to a new platform

Project Manager for a new online start-up brand, working with 3rd party developers of the reservation system and the website

Sole responsibility for building and managing vendor relationships

Management of end to end support for an Avaya telephony solution; call flows, report design, recording solution set up and maintenance, trouble shooting voice communications systems (Avaya platform running Communication Manager 7 / CMS Release 18)

Proven track record in managing technical infrastructure projects in the role of Technical PM and Project Manager

Expertise in implementing strategic solutions to meet changing business needs

Experience in Incident and Change Management processes in-line with ITIL standards

Working with Senior Management and Finance to identify and set budgetary requirements

Responsible for Avaya knowledge sharing across the IT Service Desk and business users on Avaya CMS reporting

Responsible for the Call Recording platform, providing 2nd line support to the IT Service Desk

Managed telephony business continuity and disaster recovery

Confident in presenting at both executive and peer level for technical and non-technical environments

Excellent communications skills, ability to handle difficult situations and communicate across different European cultures

Mark is currently based in Bognor Regis

https://www.linkedin.com/in/mark-waddleton-2989b791/