About the Author
Peter Massam has more than 18 years IT experience spanning mobile, carrier, enterprise, retail, government and education markets, mostly in the area of end-to-end management of voice and data networks, including 3G wireless multi-service networks
.He has put many of the features of the book into practice in the wireless space with mFormation Technologies (a leader in wireless 'cradle to grave' device management) where as Service Quality Management director he is responsible for the strategy, roadmap and product management for the Customer Experience product, which has been successfully integrated into an industry-leading OSS system.
At 3 (Hutchison 3G Ltd), Peter headed up the Service Assurance function, creating a strong foundation of service quality standards across 110 suppliers, introducing customer and network quality improvement programmes, producing a complete ROI business case for a Business Markets product based around customer experience monitoring and delivering comprehensive board-level business metrics
.Prior to that, he was responsible for the strategy, design and implementation of a unique global Service Level Management solution at Nortel Networks, which led to the development of a new managed service. Having previously technologies ranging from Helpdesk through to back-end servers, he has developed extensive expertise in business, customer and operational service management requirements.
Peter has also authored a book entitled Managing Service Level Quality across Wireless and Fixed Networks, John Wiley & Sons Ltd, 2003 ISBN 0-470-84848-0 that discussed the elements that enable management of service quality in both IP and Wireless networks, with a real world implementation example. He has also published a paper entitled 'A Decent Service Level', IEE Communications Engineer, June 2003 that illustrated an innovative method of maintaining service quality across multiple operator domains using today’s technologies.
Peter is an Arts graduate from Durham University and received a distinction in his MSc in Professional Computing from Staffordshire University in July 2003.
