The document is a CV for Steve Shields that summarizes his career experience in voice communications and technical operations roles. It details his current role as Technical Operations Manager at Pure Business Services, where he improved processes, managed projects and accounts, and introduced tools to improve efficiency. It also outlines previous roles with increasing responsibility from 2000-2016 at various telecommunications companies, where he implemented solutions, managed engineering teams, and supported sales.

1. Mr Steve Shields
Location: Wilslock. Staffordshire
Tel: 07794436096
Email: steveshields@outlook.com
Excellent health, full & clean driving licence.
PERSONAL PROFILE
My career and my technical/sales background have insured I can fit into any role in the voice Communications
industry successfully. I am articulate and conscientious and constantly produce work at a very high standard. I’m
very used to working under strict and tight timescales and will often do what needs to be done to get the job
completed. I have a proven track record of successfully completing large projects on time and within budget. I can
liaise and communicate at all levels within a business and continually produce high-level presentations to external
parties and customers.
EMPLOYMENT HISTORY
November 2015 - Present
Technical Operations Manager at Pure Business Services
Company Overview
Pure are a privately owned company with offices based around the UK. Pure partner at the highest level with several
vendors and offer bespoke voice connectivity solutions on both the fixed and mobile networks allowing its customers
to fully utilize the voice estate. Pure use the Gamma Horizon platform to offer a hosted solution.
Role Description
I was approached by the board to fill a new role as the Technical Operations Manager. Pure had grown substantially
over the previous 6 months and needed the expertise to improve several areas of technical delivery. My role included
managing Project Managers, Fields Service Engineers, Customer Care and the delivery process. A lot of the
departments had no business process and my initial remit was to ensure the technical teams worked together to
ensure maximum efficiency reached while retaining customer and project information for the benefit of everyone. I
introduced a Pre-Sales role to ensure account managers were fully supported and gained customers full confidence.
At times I actively got involved with the day to day management of key accounts to retain the customer’s business
and ensure good customer service was maintained.
Major clients dealt with include – VRS Vericlaim. Stobart Group. Barhale Construction. WS Transport.
Achievements
✓ Created internal processes to reduce cost and improve efficiency and customer feedback.
✓ Directly managed key accounts and improved customer service to retain and win largest single company
deal.
✓ Adopted a Pre-Sales role to win companies biggest new customer.
✓ Successfully introduced and attended pre-sales meetings.
✓ Successfully introduced site survey process to reduce incomplete/poor installations.
✓ Sourced and implemented third party tools and software to retain company data within the business.
✓ Liaised with subcontractors to ensure Pure were getting value for money installations.
✓ Introduced Key Performance Indicators and Staff Review to ensure all departments were focused, happy
and had the tools they needed to complete their job.
✓ Introduced Service Level Agreements and Priority levels to ensure customers were dealt with in a more
efficient and structured manner.
✓ Maintained business dashboards to allow senior management team to view the team performance in real
time.
✓ Visited site to complete installations when resources were low.
✓ Attended site and dealt one to one with customer complaints.

2. September 2008 – November 2016
Solutions Consultant - Account Manager at Concise Technologies Group
Company Overview
Concise is a Cheshire based technology led privately owned SME. The company is accredited to the highest level
with all the major vendors. The company offers engineering resources for major projects, ongoing support,
infrastructure, connectivity, desktop management. Concise also offers telephone engineering support and
engineering resources for major telephony projects.
Role Description
As a highly accredited Mitel engineer I was asked to lead the Mitel which was a new product for Concise. I was
also tasked with account management and acquiring new business for the customer portfolio. I attend new
customer meetings to ensure the customer goals are achieved. I also attend regular account review meetings to
ensure that Concise leverage the full commercial potential out of the existing clients. The back office systems were
continually kept up-to-date to ensure the pipeline and tasks were completed at the end of every day.
Major clients dealt with include - British Cycling. Paystream. Fifield Glynn. Swizzels. HP Chemie Pelzer.
Achievements
✓ Sales generated 2012 - 2013 £450,000 with a margin of £245,000
✓ Sales generated 2013 - 2014 £498,000 with a margin of £287,000
✓ Year on year increase of sales - 15%~20%
✓ Introduced new clients from attending first meeting in a very competitive market.
✓ Dealt with major project before Olympics ensured successful rollout on very tight timescales.
✓ Moved 10 loss making accounts to profitable accounts in 18 months.
✓ Retained accounts wishing to leave and increased product portfolio to these accounts ensuring a good
profit margin whilst retaining the customer.
✓ Completed Microsoft accreditation exams and Mitel accreditation exams to ensure Concise partner level is
retained.
2007 - September 2008
Technical Manager at Ethos Voice and Data
Company Overview
Ethos Voice and Data was a new start up to later become part of Ethos Document Solutions. Ethos are one of the
largest independent solution providers in this field and have a national coverage. They supply telephony, mobile
communications, infrastructure, document management and print room solutions.
Role Description
My role in this company was to start fresh from a greenfield site. My task was to install all the infrastructure. Recruit
the engineering resource. Introduce new products and set up the partner programme. All these to be done on a
strict budget and timescale. Once the engineering resource was employed I was involved in the day-to-day training
and man management of the engineering team.
Achievements
✓ Source office location and ensure it was fit for purpose from day one and for planned growth.
✓ Design and implement infrastructure to a strict timescale and restrictive budgets.
✓ Recruit and manage engineering staff to ensure customer service was achieved.
✓ Introduce successful Partner programmes and obtain best discount possible.
2006 - 2007
Enterprise Pre Sales Consultant at A T Communications
Company Overview
A T Communications were the largest independent telecommunications provider outside of BT in the UK. They
dealt with enterprise infrastructures. They were also a BT shadow partner for major projects.
Role Description

3. My role was to support the enterprise sales team on a technical level. I was tasked with attending customer
meetings building successful solutions and presenting a final solution to board members. I liaised directly with
vendors to ensure a successful solution was built and resources at the vendor UK locations was available for me to
use.
Achievements
✓ Helped the company win it's biggest single deal with Thistle Hotel Group
✓ Helped company win biggest ever support contract with BBSRC
✓ Introduced access to UK based vendor's head office for demonstration purposes.
2000 – 2006
Principal Technical Consultant at Aonix (UK) Ltd - formally Astra Communications (UK) Ltd
Company Overview
Aonix supply telephony services to the SME based in the midlands region. They partner with Avaya and
Panasonic.
Role Description
My role at Aonix was to be the principal engineer dealing with more complex telephony solutions. I also provided
presales technical support and demonstrations to future customers. I was a mentor to the less experienced
engineers and helped them through more complex setups.
Achievements
✓ Successfully implemented and maintained the customers largest individual site
✓ Helped the sales team win their biggest ever single sale.
✓ Successfully trained junior engineers to deal with more complex multi site solutions
✓ Helped Aonix acquire a higher level of accreditation by introducing a structured training programme
1990 - 2000
Senior Engineer, Technical Specialist at DeTeWe (Formerly Shiptons)
Company Overview
DeTeWe was one of the first privately owned telecommunications company to exist after liberalisation. The
role of the company was to supply an alternative to BT for telecommunications provision and ongoing
maintenance. We were very successful at maintaining and providing telecommunications too large
organisations.
Role Description
I started with this company after leaving the army. I rose through the ranks from a regional based engineer to
become the principal and senior engineer. My new role involved dealing with large and complex solutions
especially contact centres. It involved a lot of travel and often abroad.
Achievements
✓ Successfully technically managed some of the largest organisations in the UK
✓ Introduced new products from vendors from beta trials to general release
✓ Liaised at the highest technical level within the marketplace
✓ Maintained the highest level of technical accreditation possible
✓ Configured and installed some of the largest contact centres in the UK
✓ Worked with development teams to introduce new features and benefits on the products

4. Qualifications
Mitel 3300
Avaya ACA – Network Associate qualified.
Avaya IPOffice Installation/Maintenance.
Avaya Sales Accreditation all levels
Network Alchemy Accredited Gold (Level 2)
Avaya INDeX PTS 1000
Avaya INDeX PTS Data
Electrical Testing (Performing PCI test)
INDeX PTS – Data, Call Centre, INDeX 1000
Mitel Install and Maintain Part 1 and Part 2
Mitel Application Server
Mitel Teleworker Server
Mitel Your Assistant Server and Desktop Applications
Mitel IP Sales Professional 2008
Mitel IP Sales Professional FY2009 – Please see below for modules completed
Mitel 3300 Sales Certified
Mitel Conference Certified
Mitel IP Desktop Certified
Mitel Application Suite Certified
Mitel Mobile Extension Certified
Mitel On Line Certified
Mitel Sales Workbench Certified
Mitel Selling SIP Certified
Mitel Teleworker Certified
Mitel Your Assistant Certified
Pareto Law – Account Management
Pareto Law – Ethical Negotiation
Products Trained.
Mitel 3300 (Part 1 and Part 2)
Mitel Applications Suite including applications
Avaya IPOffice – All levels including VOIP, Call Centre. ACA Accredited.
Network Alchemy Branch, Office, Cybergear
Network Alchemy Voicemail Pro
Avaya INDeX 30,200, 400, 1000
INDeX CCM
INDeX IVM
INDeX Dect
Panasonic KXTD Range
Mitel SX2000
Seltek Voice Manager
Seltek ACD
Global Voice Manager
SDX 40E, 60, 180,420N
Telrad IS128, IS400
Languages spoken
• Basic German
Hobbies and interests
• Active sports person; Mountain biking. Climbing. Backpacking. Racquetball.
• Photography. Digital image creation.