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  • Jim Adam Curriculum Vitae

    Transféré par

    jimjan_adam
    57 vues3 pages
    I have been employed by BT for 28 years as an engineer and most recently as a manager leading 17 direct reports. This role involved ensuring delivery of installation & repair telephony tasks to field engineers in date / priority order. My role involved interrogating BT systems and ensuring tasks were allocated to the appropriately skilled engineer. This was an extremely pressurised environment as tasks were continually being presented for delivery. As well as basic engineering tasks I had to ensure high priority tasks were passed to engineers promptly. These high priority tasks were for the emergency services or for high profile projects such as T in the Park or the Open Golf Championship. Prioritising and organising my workload meant I could ensure all types of tasks were issued and completed by the end of each day. I was measured on my ability to deliver and deal with a high volume of tasks. I can effectively and professionally communicate with peers and senior managers alike via e-mail, telephone or face to face. As a result of my excellent planning and organisational skills I was able to maintain sufficient operational resource within the control during periods of leave and sickness. I also had to move field engineering resource across boundaries as and when required for example during periods of bad weather. Another responsibility was to ensure calls within the control were answered professionally and within agreed time scales. This involved listening in to team member calls and coaching the skills required to deliver tasks to engineers in a timely fashion. I also had to deliver daily failure analysis reports to senior managers. Utilising excellent problem solving and analytical skills I interrogated BT systems and prepared the data using Microsoft Office Software. These reports had to be 100% accurate as they were used by the BT Scotland Director on national UK performance calls. I also had to present reports at team meetings and cascade training to team members. This all involved excellent keyboard and presentation skills. As well as working with engineers I also had to liaise directly with internal and external customers. I had to respond to customer requests and offer workable solutions to any problems or issues, actively listening and responding with empathy when required to effectively deliver customer needs. As well as being able to prioritise my own workload I also understand the importance of team work. It is important within a high volume call environment that everyone works together and contributes professionally. I was able to deliver results on my own with minimum supervision or as part of a team whilst working under pressure providing a consistent approach when dealing with customers in a polite, calm, professional & courteous manner. As manager I also had to deal with sensitive employee issues using my excellent interpersonal and listening skills to resolve disciplinary, performance or personal issues. I was always aware of treating individuals with integrity and respect. I attended bi-yearly Diversity training and understand the core 6 strands of diversity and the need to respect others view irrespective of culture and background. It is vital everyone is treated with respect and feels comfortable in the workplace and within the community. I am flexible in my attitude to work and will fit in with any work rotas that are required. I enjoy excellent health and my attendance record is exemplary. I have over 15 years experience in a pressurised control environment both as a control engineer and for the last 7 years as manager. I am competent, reliable and conscientious as well as having a proven track record of delivering results. I enjoy dealing with the public and am comfortable multi tasking whilst answering phone calls, prioritising the information and seeking the most effective solution. I am actively seeking a new challenging career and I am convinced I have the necessary skills and exp

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    I have been employed by BT for 28 years as an engineer and most recently as a manager leading 17 direct reports. This role involved ensuring delivery of installation & repair telephony tasks to field engineers in date / priority order. My role involved interrogating BT systems and ensuring tasks were allocated to the appropriately skilled engineer. This was an extremely pressurised environment as tasks were continually being presented for delivery. As well as basic engineering tasks I had to ensure high priority tasks were passed to engineers promptly. These high priority tasks were for the emergency services or for high profile projects such as T in the Park or the Open Golf Championship. Prioritising and organising my workload meant I could ensure all types of tasks were issued and completed by the end of each day. I was measured on my ability to deliver and deal with a high volume of tasks. I can effectively and professionally communicate with peers and senior managers alike via e-mail, telephone or face to face. As a result of my excellent planning and organisational skills I was able to maintain sufficient operational resource within the control during periods of leave and sickness. I also had to move field engineering resource across boundaries as and when required for example during periods of bad weather. Another responsibility was to ensure calls within the control were answered professionally and within agreed time scales. This involved listening in to team member calls and coaching the skills required to deliver tasks to engineers in a timely fashion. I also had to deliver daily failure analysis reports to senior managers. Utilising excellent problem solving and analytical skills I interrogated BT systems and prepared the data using Microsoft Office Software. These reports had to be 100% accurate as they were used by the BT Scotland Director on national UK performance calls. I also had to present reports at team meetings and cascade training to team members. This all involved excellent keyboard and presentation skills. As well as working with engineers I also had to liaise directly with internal and external customers. I had to respond to customer requests and offer workable solutions to any problems or issues, actively listening and responding with empathy when required to effectively deliver customer needs. As well as being able to prioritise my own workload I also understand the importance of team work. It is important within a high volume call environment that everyone works together and contributes professionally. I was able to deliver results on my own with minimum supervision or as part of a team whilst working under pressure providing a consistent approach when dealing with customers in a polite, calm, professional & courteous manner. As manager I also had to deal with sensitive employee issues using my excellent interpersonal and listening skills to resolve disciplinary, performance or personal issues. I was always aware of treating individuals with integrity and respect. I attended bi-yearly Diversity training and understand the core 6 strands of diversity and the need to respect others view irrespective of culture and background. It is vital everyone is treated with respect and feels comfortable in the workplace and within the community. I am flexible in my attitude to work and will fit in with any work rotas that are required. I enjoy excellent health and my attendance record is exemplary. I have over 15 years experience in a pressurised control environment both as a control engineer and for the last 7 years as manager. I am competent, reliable and conscientious as well as having a proven track record of delivering results. I enjoy dealing with the public and am comfortable multi tasking whilst answering phone calls, prioritising the information and seeking the most effective solution. I am actively seeking a new challenging career and I am convinced I have the necessary skills and exp

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    57 vues3 pages

    Jim Adam Curriculum Vitae

    Transféré par

    jimjan_adam
    I have been employed by BT for 28 years as an engineer and most recently as a manager leading 17 direct reports. This role involved ensuring delivery of installation & repair telephony tasks to field engineers in date / priority order. My role involved interrogating BT systems and ensuring tasks were allocated to the appropriately skilled engineer. This was an extremely pressurised environment as tasks were continually being presented for delivery. As well as basic engineering tasks I had to ensure high priority tasks were passed to engineers promptly. These high priority tasks were for the emergency services or for high profile projects such as T in the Park or the Open Golf Championship. Prioritising and organising my workload meant I could ensure all types of tasks were issued and completed by the end of each day. I was measured on my ability to deliver and deal with a high volume of tasks. I can effectively and professionally communicate with peers and senior managers alike via e-mail, telephone or face to face. As a result of my excellent planning and organisational skills I was able to maintain sufficient operational resource within the control during periods of leave and sickness. I also had to move field engineering resource across boundaries as and when required for example during periods of bad weather. Another responsibility was to ensure calls within the control were answered professionally and within agreed time scales. This involved listening in to team member calls and coaching the skills required to deliver tasks to engineers in a timely fashion. I also had to deliver daily failure analysis reports to senior managers. Utilising excellent problem solving and analytical skills I interrogated BT systems and prepared the data using Microsoft Office Software. These reports had to be 100% accurate as they were used by the BT Scotland Director on national UK performance calls. I also had to present reports at team meetings and cascade training to team members. This all involved excellent keyboard and presentation skills. As well as working with engineers I also had to liaise directly with internal and external customers. I had to respond to customer requests and offer workable solutions to any problems or issues, actively listening and responding with empathy when required to effectively deliver customer needs. As well as being able to prioritise my own workload I also understand the importance of team work. It is important within a high volume call environment that everyone works together and contributes professionally. I was able to deliver results on my own with minimum supervision or as part of a team whilst working under pressure providing a consistent approach when dealing with customers in a polite, calm, professional & courteous manner. As manager I also had to deal with sensitive employee issues using my excellent interpersonal and listening skills to resolve disciplinary, performance or personal issues. I was always aware of treating individuals with integrity and respect. I attended bi-yearly Diversity training and understand the core 6 strands of diversity and the need to respect others view irrespective of culture and background. It is vital everyone is treated with respect and feels comfortable in the workplace and within the community. I am flexible in my attitude to work and will fit in with any work rotas that are required. I enjoy excellent health and my attendance record is exemplary. I have over 15 years experience in a pressurised control environment both as a control engineer and for the last 7 years as manager. I am competent, reliable and conscientious as well as having a proven track record of delivering results. I enjoy dealing with the public and am comfortable multi tasking whilst answering phone calls, prioritising the information and seeking the most effective solution. I am actively seeking a new challenging career and I am convinced I have the necessary skills and exp

    Droits d'auteur :

    Attribution Non-Commercial (BY-NC)
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    Signaler comme contenu inapproprié
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    Curriculum Vitae

    Personal Detalis

    Name: James Adam


    Address: 7 Colin Gibson Drive, Monifieth. Dundee. DD5 4HA
    DOB: 10/05/1964 Age 45
    Status: Married with 2 children aged 16 & 13
    Home telephone number: 01382534307. Mobile 07933387383
    Email: jimjan.adam@btinternet.com

    Personal Profile

    Employed by BT for 28 years. A highly motivated individual with 7 years management


    experience. Proven track record of delivering against challenging performance and financial
    targets. Excellent team player with the ability to inspire and performance manage team members
    to produce a high performing capable workforce. Experience in dealing with both internal and
    external customers. Able to deliver results whilst displaying a high degree of integrity and strong
    work ethic. Excellent communication skills both verbal and written.

    Key Skills & Achievements

    • Drive for results - Team consistently delivered against challenging targets. Continuous
    Improvements within team meant a flexible and motivated workforce which could respond to
    changing roles. Received award in April 2009 from BT OPENREACH Director of Scotland for
    achieving Right First Time targets and objectives.
    • Communication – Proven track record in understanding customer business requirements,
    identifying opportunities and developing service proposals to increase contract revenue. Detailed
    reports delivered up to director level on performance results and failure analysis. Ability to engage
    peers and resolve problems by leading and creating virtual teams.
    • Financial Management – Recognises the need to control and reduce unit costs.
    Understands the need to deliver against budget whilst maintaining service results. Unit costs at
    bottom end of comparable units within OPENREACH.
    • Team Building – Experience in robust performance management. Ability to improve team and
    individual performance. Recognise positive behaviour and coach and develop those individuals
    who do not demonstrate the correct behaviours. Achieved best CARE results in 2008 & 2009
    against other workflow managers.
    • Project Management Skills- Significant experience in dealing with high profile
    communication delivery projects. These included the G8 conference at Gleneagles, recent
    Learning Stream project which involved delivering BT Private Circuits to enable Internet access in
    schools and libraries across Scotland. Have also delivered Private circuit networks for THUS and
    NHS 24 amongst others. Local communication projects included T in the Park & Open golf
    championships at St.Andrews & Carnoustie.
    • Positive and tenacious attitude in all situations- Will not let road blocks get in the way of
    delivering results. Will always try and seek alternative solutions and will inspire team to use their
    skills by encouraging open expressive dialogue and debate.
    Work Experience

    Operational Control manager based in Dundee. 2004-Sept.2009

    • Managed 17 direct reports.


    • Delivered specific national KPI’s and SLA’s
    • National lead for ‘CARE’ within BT OPENREACH control structure.
    • National lead for Private Circuit repair.
    • Performance managed team to deliver results against challenging targets.
    • Managed unit costs whilst maintaining service delivery results.
    • Delivered quarterly 1: 1’s and yearly appraisals.
    • Delivered daily / weekly reports on failure analysis to senior managers up to director level.
    • Chaired virtual teams to improve service delivery on any failing measures.
    • Carried out office safety checks.
    • Ensured all licensing and regulatory training courses completed on time and up to standard.
    • Excellent Keyboard and computer Skills. ( Microsoft Office )
    • Moved engineering resource across regions to deal with service spikes & bad weather.
    • Coached and developed team members.
    • Undertook negotiations with local union reps on changes within nation control set up.
    • Project managed large Private Circuit installation projects for major customers.
    • Volunteered to trial new products and new service delivery tools within my control.
    • Delivered an excellent customer experience.

    Control Technician / Acting manager 1994-2004

    Workflow allocation technician responsible for ensuring tasks were issued to field engineers in
    date & priority order. Trialled and successfully rolled out new work delivery systems for engineers
    across Scotland. Recognised by field managers for a strong work ethic and ability escalate failing
    tasks via agreed processes. During this time I also acted for control manager during periods of
    leave etc. Full time acting manager 2002-2004. Promoted to manager 2004.

    BT Field Engineer 1984-1994

    Responsible for installing and repairing customer telephone lines and installing high speed data
    private circuits. Involved in big switch installations across Scotland including Gleneagles Hotel,
    Crieff Hydro Hotel, NCR Dundee & DC Thomson. Completed wide range of BT safety and
    training courses. Promoted to technical officer which allowed me to cover control posts.

    BT Modern Apprentice
    1981-1984

    Gained experience across a wide range of BT work streams. This included office and engineering
    based activities. Attended courses to gain the necessary qualifications for promotion

    Qualifications & Training

    HNC in Electrical & Electronic Engineering 1986 Grade, Pass


    BT Management Training Programme, Grade, pass, 2001
    BT Excellence in management 2005
    BT Honest Conversation 2008
    Diversity in the workplace 2009

    Standard Grade 1980 Higher Grade 1981

    Maths Grade C Maths Grade C


    English Grade C English Grade C
    Arithmetic Grade B Physics Grade C
    Geography Grade B
    Physics Grade B
    Engineering Science Grade A

    Interests & Hobbies

    Managed a youth football team from U9 to U16 and during 2008-2009 season member of
    committee which secured the lease of a local pavilion which involved detailed negotiations with
    council. This pavilion will help secure the future of local football within Monifieth.

    Assistant Secretary in BT Golf Section responsible for booking golf outings for around 50
    members and organising singles & doubles knockout competitions.

    Play the Accordion for my own enjoyment now after having played in the Muirhead Accordion
    Band and appeared on the radio & TV during late 80’s early 90’s.

    I enjoy all sport and especially enjoy watching my sons play football. My eldest son plays U17 for
    Arbroath FC and a lot of my time is involved taking him to matches and training.

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