Passionate, driven and capable.

Senior IT Manager - Tech @ Snr IT Manager with overall responsibility of the IAM, Voice and Workforce Technology Service for Operations and Delivery Augmentation From January 2015 to Present (1 year) Product Owner @ Agile Product Owner for Voice Journey, working in a SAFe framework. Creating the Vision for the Contact Centre. Building the business case for Value proportions, managing the backlog, supporting the Srcum team and partnering with Operations to ensure the technology changes land well and the most value is extracted from the systems/solutions. From November 2014 to Present (1 year 2 months) Nottingham, United KingdomTechnical Service Manager - Contact Centre and Networks @ Technical Service Manager responsible for ensuring service is maintained for the Network, Firewall and Contact Centre Environments by the outsourced providers. Building and maintaining relationships and holding the outsourced partners accountable for their service delivery. Tactical management of a multi million pound cost centre. Making the correct infrastructure refresh decisions. Working as part of an on-call rota for management of escalated Infrastructure Service incidents. Maintaining the Risk Register and Controls for the environment. Being responsible for any service decisions required. Establishing and maintaining effective relationships across the IT and Business areas. Technologies include: Cisco UCS Cisco Network (LAN/WAN/WLAN/LBs) Checkpoint Firewall (Inc VSX) F5 Big-IP Edge Gateway BlueCoat Proxies CUCM (Call Manager) UCCE (Cisco ICME) Cisco CVP CUIC GW-XML Edify VRU Avaya / Aspect ACD NICE Perform Tufin SecureTrack & SecureChange V3 Foundation Certificate in IT Service Management Specialties Contact Centre Technologies Network Manager Infrastructure Manager Budget Owner From November 2010 to December 2014 (4 years 2 months) Technical Solution Architect @ A Technical Solution Architect working for at&t on the Global IBM Account to provide IT Architecture Design and Solutions to IBM and IBMs Customers. Six Sigma - Yellow Belt From September 2009 to October 2010 (1 year 2 months) Senior Voice Engineer @ Team leader and Lead Voice Engineer for Capital One’s Voice Department on behalf of IBM. Responsible for the design, implementation, integration and support for multiple Voice Technologies including: ICM IVR ACD Call Recording Dialler Workforce Management Reporting Systems SLA Owner and Management Reports to Clients on KPIs and Actions. Find and execute on opportunities to develop the existing service contracts in place with my clients for Additional Services (Additional R&P) and Pro-active Service Improvements. Cisco Intelligent Contact Manager Enterprise (ICM) Installation, Design and integration. Complex routing design & implementation. Outsourced Call Centre Environment. Problem Solving complex infrastructures. From August 2008 to October 2009 (1 year 3 months) Senior Voice Engineer @ Developed and lead the technical routing outsourcing strategy for Contact Centres. From January 2007 to September 2008 (1 year 9 months) Voice Engineer @ From 2004 to 2007 (3 years)

Information Technology and Computers @ The Open University From 2003 to 2005 Dan Bloy is skilled in: Contact Centre, Cisco, ACD, IVR, Avaya, Cisco Call Manager, Call Center, Unified Communications, VoIP, ITIL, Cisco ICM, IT Service Management, Outsourcing, Contact Centers, Cisco Technologies