Service Delivery Manager

• Aug 2023 - Present

Service Desk Manager

• Apr 2022 - Aug 2023

Expanding my responsibilities to managing 4 team leaders and 40+ engineers, across 4 teams - Delivering a high quality service and, along with my team, improving and changing the service desk to overcome unique challenges as they are presented.

Service Desk Team Lead

• Sep 2020 - Apr 2022

In this role I led 2 teams concurrently totalling 20+ engineers - Apprentices, Field, 1st, 2nd and 3rd line - in the support of multiple companies under my purview, all with differing and complex infrastructure. My responsibilities included:- Leading and performing performance evaluations, progression and goal focused improvements for my team.- Ensuring quality of tickets, work and projects is up to high standard.- Working daily with clients, leading operational meetings, reporting on stats from the service desk, leading improvements to service delivery and feeding back on and resolving issues and escalations.- Approval of leave, timesheets, creating shift patterns, disciplinary proceedings and sickness procedures. Show less

Field Engineer

• Apr 2019 - Aug 2020

As the lead field on-site engineer I was in-house with one of the largest clients that T-Tech support. Dealing with all face to face interactions with users alongside frontline fault resolution, project planning and execution and day to day maintenance. My responsibilities included:- Lead engineer on execution of company wide estate rollout (200+ laptops/PCs), including management of continuation of project during Covid-19 pandemic. Successfully delivered rollout projects while remotely working with client, 3rd parties and delivery companies.- Writing and producing knowledge base content to be able to assist all colleagues in support for clients.- Organising and advising the client on the best way to implement multiple different solutions and policies for various problems. Including MDM, Office 365, MS Teams, New Starter/Leaver processes and more.- Provided training to the Service desk, other members of staff and client itself on varying degrees of support and self support. Main point of contact for all communications, of any type.- Significant application experience and working alongside 3rd parties including Imanage, CaseWare, APS CRM (WhySymphony), Office 365, MS Office Suite, Exchange, AD and more.- Maintenance and management of complex application servers, including recommendations on best use policy, and implementation. Show less

Field Engineer

• May 2018 - Mar 2019

As a second line support Field Engineer I provide Technical Support for more indepth issues. My main tasks include: - Understanding deeper faults and issues; diagnosing and introducing changes proactively to prevent future faults. - Updating and creating fault tickets, attending faults and prioritising them due to the customers needs and requirements. - Keeping to SLAs, updating and informing customers of impending change that affects them and how. - Planning and organising projects, installation of hardware and software change across whole systems and multiple sites. Show less

Live Streamer

• Mar 2016 - Jan 2019

Self employed as live entertainment broadcaster on Twitch.tv. Providing and pushing my own personal brand, managing the brand, social media campaigns, competitions and community. - Personally sponsored and partnered with companies including Twitch, Gamersupps and Streamlabs. - Responsible for networking with other content creators, their communities and organising collaboration. This includes trips inside the US and UK to network with my own community members and wider audiences. - Leveraging my networks, contacts and knowledge of social media to organise and promote community and charity fundraising events which have raised in excess of £100,000. Show less

Service Analyst

• Feb 2014 - Mar 2016

Desktop support technician dealing with third party application and equipment support alongsidein-house equipment and facilities.- Planning, solving and implementing support from a queue based ticket system. With afocus on quality of support, reacting quickly to requests and implementing fixes inoperational areas.- Support across multiple operational areas including head office, engineering and airportterminal environments.- In depth knowledge of all aspects of the company to be able to customise support andreaction to prioritise key areas of the business. Show less

IT Operations Apprentice

• Mar 2012 - Feb 2014

Two year apprenticeship spread across four placements, attaining a level 3 diploma in ITSupport and telecommunications.- 24x7 IT Operations Computer Operator – flexible and adaptable working in a shiftenvironment, building technical aptitude and effective team relationships.- Experience of operating worldwide computer systems including Windows server,ba.com, MVS, UNIX and legacy systems, whilst working to strict timelines and prioritiesto ensure the operational integrity and performance of systems.- Communication across British Airways departments, to clearly understand businessissues and requirements, delivering robust IT solutions for internal customers.- Management of incidents/problems through to resolution, investigating the underlyingproblems and taking preventative action.- Monitoring of key business metrics, anomalies and responses to ensure proactivesystem integrity.- Development of decision making and problem solving capability, through the analysis ofcomplex information, in order to overcome technical IT Operations support issues.- Collaborative working with third party suppliers and experience in configuration andasset management.- Desktop support across head office, engineering and airport terminal environments.- Security clearance gaining a BAA Airside Pass. Show less

Search Technician

• Nov 2011 - Jul 2012

Supporting Thames Valley Police in search and rescue of high risk missing persons, crime scene evidence, aircraft debris etc. Collaborative working with the emergency services and other volunteers of all ages. Undertook regular training and exercises, with a strong focus on personal development. Supporting Thames Valley Police in search and rescue of high risk missing persons, crime scene evidence, aircraft debris etc. Collaborative working with the emergency services and other volunteers of all ages. Undertook regular training and exercises, with a strong focus on personal development.

Volunteer

• Nov 2011 - Mar 2012

Training people with varying levels of computer skills, enabling them to learn new skills and improve their ICT skills. Building effective relationships to gain and build trust, enabling an effective learning environment. Training people with varying levels of computer skills, enabling them to learn new skills and improve their ICT skills. Building effective relationships to gain and build trust, enabling an effective learning environment.