Experience

Cleo

• United Kingdom
• Financial Services
• 100 - 200 Employee

• IT Manager

  • Aug 2022 - Present



SmileDirectClub

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Technical Support Manager - EMEA

  • Aug 2019 - Aug 2022

  • Responsible for the implementation of the global retail shop technologystrategy across EMEA.• Managed all field service retail technology vendors in the EMEA region, negotiating terms and conditions of contracts and ensuring contractual requirements are met and returning value to the organization.• Planned and executed the technical components required to open 30+ retail locations across EMEA ensuring on time delivery and standards of excellence.• Providing support across all EMEA retail locations and offices.• Oversee ticket logging system ensuring SLA and CSAT standards are met by technical Support Team. Show less

• UK & IRL Technical Help Desk Manager

  • Aug 2019 - Aug 2020

  Responsible for managing the growing Smile Direct Club support team. Leading a team of help desk technicians responsible for the delivery and ongoing operations support, while also maintaining a positive work environment.



Zodiac Maritime

• United Kingdom
• Maritime Transportation
• 700 & Above Employee

• Service Desk Manager

  • Jul 2019 - Aug 2019



Imprima

• United Kingdom
• Software Development
• 1 - 100 Employee

• IT Infrastructure Manager

  • Aug 2017 - May 2019

  • Responsible for recruitment and growing the service desk team, identifying where key skills are required.• Rebuilding the service desk ticket system with automated actions and work flows.• Implementing SLA/KPI Metrics, policies and procedures.• Managing 3rd party vendor relationships and carrying out regular performance service reviews.• Coordinating the migration of data centre, ISP/WAN and MSP.• Overseeing the procurement of hardware and software business-wide.• Preparing the infrastructure and service team for ISO27001 audit biannually.• Identifying new technologies and implementing where suited within the business. Show less

• Desktop Engineer/Application Analyst

  • Sep 2016 - Aug 2017

  • Orchestrated a turn key solution for the site relocation of 50workstations/servers to a new office space.• Was responsible for the deployment and migration of an existing emailarchive and management system to a new provider.• Implemented Windows Deployment Services, Windows Update Services,remote support and self service platforms for AD management.



Everlight Radiology

• United Kingdom
• Hospitals and Health Care
• 200 - 300 Employee

• IT Support Team Leader

  • Feb 2015 - Sep 2016

  • Managing a team of 12 Support analysts including Rota setting and training needs • Application and Server support and troubleshooting • Windows 7, Windows Server 2008 / 2012, Active Directory, • SQL Server 2008 / 2012 • Practical experience of networking issues • Creating support documentation. Skills: • Linux, Mac OS, VMWare, VOIP Telephony • Healthcare application familiarity covering HL7 messaging and DICOM Standards • Writing sql queries • Managing a team of 12 Support analysts including Rota setting and training needs • Application and Server support and troubleshooting • Windows 7, Windows Server 2008 / 2012, Active Directory, • SQL Server 2008 / 2012 • Practical experience of networking issues • Creating support documentation. Skills: • Linux, Mac OS, VMWare, VOIP Telephony • Healthcare application familiarity covering HL7 messaging and DICOM Standards • Writing sql queries



Capita IT and Networks

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Systems Officer

  • Nov 2012 - Feb 2015

  • Assisting in application, database support and development. • Implementing the use of TSQL to problem solve on SQL server 2008. • Providing first line support in a courteous, professional and polite manner. • Communicating in a clear, concise and accurate manner both verbally and by email. • Ensuring faults and change requests are logged onto the Help desk in the correct manner, are updated regularly and escalating issues or problems to the line manager where necessary. • Following up calls both internally, on site and externally with third parties. • Ensuring Service Level Agreement targets are achieved. • Producing management information and monitoring reports. • Distributing application and systems information. • Providing administration support training to clients and colleagues where required. Show less