Support Worker

• Jun 2022 - Present

Field care supervisor

• Nov 2021 - Jun 2022

Team Leader

• Aug 2019 - Oct 2021

Support Worker

• Apr 2019 - Aug 2019

Support Worker

• Nov 2018 - Mar 2019

Data Centre Technician

• Jun 2017 - Nov 2018

Job Title IT TechnicianBased at Microsoft Cardiff Data CentreProvide on-site support for the provision and maintenance of physical IT services within a production data centre environment. These activities typically include the provision and fault diagnostic / rectification of network channel connectivity, installation, relocation & decommissioning of rack mountable IT equipment (servers, switches, routers, etc,). This post will also provide installation and support of OS & software applications. General maintenance & housekeeping of the IT services including valued ‘customer service’ interactions with clients (some of whom may not be technical) is also applicable in this role. Respond and resolve Break / Fix (incident) engagements within established SLA timeframes or escalate promptly if they cannot be resolved within that period.Receive, assess and complete IT equipment & infrastructure installation, relocation and decommission requests (change) within established SLA timeframes and to applicable internal, manufacture, and/or industry standards.Provide smart hands problem solving support upon request. (Server reboots, OS updates/rebuilds, backups, visual inspections, etc,). Installation and reconfiguration of structured infrastructure cabling systems (both copper and fibre).Receive, assess and complete patching / de-patching requests (both copper and fibre) within established SLA timeframes and to applicable internal, manufacture, and/or industry standards. Escort and supervise/monitor work of third-party engineers and/or sub-contractors to ensure their compliance with the site standards when performing maintenance or relevant activity.Carry out daily housekeeping checks of the data halls and record their findings.Ensure that Method Statements and Risk Assessments are prepared, and used for all tasks undertaken to ensure safe working practices at all times.Develop a good working relationship with all members of Microsoft staff and the Client representatives.

IT Technician

• Jan 2016 - Jun 2017

Job Title IT TechnicianBased at Microsoft Cardiff Data CentreProvide on-site support for the provision and maintenance of physical IT services within a production data centre environment. These activities typically include the provision and fault diagnostic / rectification of network channel connectivity, installation, relocation & decommissioning of rack mountable IT equipment (servers, switches, routers, etc,). This post will also provide installation and support of OS & software applications. General maintenance & housekeeping of the IT services including valued ‘customer service’ interactions with clients (some of whom may not be technical) is also applicable in this role. Respond and resolve Break / Fix (incident) engagements within established SLA timeframes or escalate promptly if they cannot be resolved within that period.Receive, assess and complete IT equipment & infrastructure installation, relocation and decommission requests (change) within established SLA timeframes and to applicable internal, manufacture, and/or industry standards.Provide smart hands problem solving support upon request. (Server reboots, OS updates/rebuilds, backups, visual inspections, etc,). Installation and reconfiguration of structured infrastructure cabling systems (both copper and fibre).Receive, assess and complete patching / de-patching requests (both copper and fibre) within established SLA timeframes and to applicable internal, manufacture, and/or industry standards. Escort and supervise/monitor work of third-party engineers and/or sub-contractors to ensure their compliance with the site standards when performing maintenance or relevant activity.Carry out daily housekeeping checks of the data halls and record their findings.Ensure that Method Statements and Risk Assessments are prepared, and used for all tasks undertaken to ensure safe working practices at all times.Develop a good working relationship with all members of CBRE staff and the Client representatives.

Data Centre Engineer

• Nov 2014 - Jan 2016

Service Desk/Help DeskTrouble Shooting Customer EquipmentCat 5 & 6 cable installationFibre Optic Cable Installation Service Desk/Help DeskTrouble Shooting Customer EquipmentCat 5 & 6 cable installationFibre Optic Cable Installation

Customer Service

• Aug 2013 - Nov 2014

Line Installation into Businesses and Homes Installation of BroadbandFault finding in the Openreach Network Line Installation into Businesses and Homes Installation of BroadbandFault finding in the Openreach Network

Command Control Communications Senior Manager

• Sep 2010 - Jul 2013

Appointed as the Senior Communications Subject Matter Expert advising senior executives on all matters pertaining to communications and associated ancillary equipment. Within this position it is my responsibility to Coach and Mentor all staff, personally and professionally developing individuals in order to enhance their personal performances to allow for better career and promotion selection. Key Responsibilities and Accountabilities:• Plan all communications training to non-specialists, ensuring training is pitched at the correct level and all courseware is in a satisfactory condition to allow for up to date information to be delivered.• Accountancy of all communications equipment, vehicles and associated equipment, including Crypto accountancy.• Conducted the strategic planning for a unit deployment overseas, ensuring staff training levels were adequate and resources were procured prior to deadlines. Analysed skills data against the operational requirements, signposting staff to relevant points of contact and booking staff on required courses.• Manages all aspects of the Unit’s Communications Network.• Maintain the department’s standards and disciplinary matters for all staff.• Provide feedback and conduct appraisal reporting for all junior staff based upon continual assessment of annual performance.

Customer Service Engineer

• Sep 2012 - Dec 2012

This was a work placement role for 3 months to gain experience as a customer service engineer. Responsible for entering customer’s homes in order to install infinity broadband.Key Responsibilities:• Demonstrate a firm ability to communicate effectively and respond in an empathic manner to all customer concerns.• Ensure 100% customer satisfaction.• Ensure all work carried out was documented and reported as completed to relevant departments. This was a work placement role for 3 months to gain experience as a customer service engineer. Responsible for entering customer’s homes in order to install infinity broadband.Key Responsibilities:• Demonstrate a firm ability to communicate effectively and respond in an empathic manner to all customer concerns.• Ensure 100% customer satisfaction.• Ensure all work carried out was documented and reported as completed to relevant departments.

Army Recruitment Manager

• Jun 2008 - Jul 2010

Fulfilling the position as Army recruiter advising the public on career options within the Army. Upon individuals selecting a career path, it is my role to mentor them through the recruiting process; initiating tests and setting up interviews to assess suitability for service in HM Forces.Key Responsibilities:• Initiate interviews in order to assess the possibility for continuation on the selection process.• Provide advice, guidance and career options for potential Army recruits.• Conduct a testing phase for individuals to ensure suitability.• Attend career events at schools and colleges nationwide, promoting the Forces and the Army in particular.• Planned and delivered on Outreach events raising public awareness of the Army.

Communications Network Manager

• Oct 2006 - Jun 2008

Manager and planner for Unit Communications Networks, liaising with multiple internal and external agencies in order to maintain and operational performance standard against the strategic business plans of the organisation. Ensuring that all work is conducted under the relevant and correct level supervision and against the specific procedures and H&S legislation as per the government policies.Key Skills and Accountabilities:• Prepare, develop and deliver training packages for the organisation’s communications upgrade. Delivering from grass roots up to senior managerial level.• Participate in weekly management meetings, responsible for briefing senior executives as to the progress of communications issues and influencing key decision makers in order to make necessary implementations to affect process changes.• Career manage up to 40 staff, providing continuing feedback based upon annual performance and conduct appraisal reports for junior staff.• Mentor 12 junior managers and team leaders in order to develop their skills in management and leadership of staff within the communications environment.• Disseminate relevant information and executive’s decisions to teams, to ensure team communication and morale remained at a high level.

Communications Supervisor/Team Leader

• Sep 2002 - Oct 2006

Overall supervisory responsibility for a large team carrying out all aspects of communications network engineering, fault diagnosis, preventative and corrective maintenance to ensure the operational performance of the organisation was not impacted against. This necessary work allowed the continuation of business aims and assured management of the compliance to strategic level KPI’s, maintaining of statistical data and forecast planning within the Financial Year.Key Responsibilities:• Assumed overall Team Leadership and Supervisory control for large teams to carry out communication engineering duties.• Ensured that staff adhered to the specific maintenance procedures during all works activities and also briefed them on H&S and Risk Assessments in place for task.• Provided Mentorship and Coaching for staff at all levels and experience.• Maintained overall discipline within the team, providing feedback on performance.

Communications Engineer

• Jul 1989 - Sep 2002

Having joined the Army in Jul 1989 I underwent training until Dec 89, reinforcing the military skill set and discipline expected of a new recruit. From there, I was employed to provide course support for various training regimes for unit deployments overseas. Throughout this period I deployed on various exercises and operations around the world; progressively developing my existing skills and gaining promotion through the ranks. Responsible for multiple communication systems and within this period deputised as senior management in periods of absence to ensure the smooth running of a busy department.Deployments included:• Canada• Bosnia• Afghanistan• Kosovo• Oman• Cyprus• Northern Ireland