Michael Conboy

Background

About Michael Conboy

I have worked in the IT Industry for over 20 Years starting out on a newly implemented Service Desk at West Yorkshire Ambulance Service providing 24/7 support including managing ambulance radio faults as well as office based IT related incidents for general staff and ambulance control room centre staff, after completing my course in Software Engineering at Leeds Metropolitan University I got a job in Local Government in the Telecoms Team as an IT Assistant. Attended multiple programming courses for the Ericsson MD110 and Ericsson Call Manager ACD system for Contact Centre, and also a course for the BTS Call Logger. We then moved away from traditional TDM Telephony and replaced the legacy Ericsson system with Cisco Call Manager and IP phones, and was sent on all the CUCM Voice courses, with this new experience i was able to gain promotion to IT Officer. Over time we then moved away from Cisco and rolled out Lync Enterprise Voice using soft phones and the Polycom physical desk phones with Direct Routing via Sonus SBC's where i was then offered another promotion to Senior IT Infrastructure Officer. We have now moved all our users to a Microsoft Teams multi tenancy environment for Enterprise Voice, again using soft phones and Yealink for the desk phones, our SBC's are now hosted in the Cloud and we have also moved approx users fully into the cloud for Microsoft Teams. I also do analytical work using Power BI for CQD reporting and I am currently developing a number management tool to manage our DDI ranges across the authority. I also support a newly rolled out Genesys Contact Centre Solution (Ccaas) which provides Call Flows for the Local Authorities public facing numbers such as Parking Services and Council Tax to name a few.