Founder

• Nov 2020 - Present

Applying significant experience in IT to providing independent IT consultancy for micro enterprises and SME's. See our site at https://illuminoit.co.uk for more information. Applying significant experience in IT to providing independent IT consultancy for micro enterprises and SME's. See our site at https://illuminoit.co.uk for more information.

Pennaeth Technoleg Gwybodaeth / Head Of Information Technology

• Mar 2019 - Present

Service Delivery Manager

• Nov 2017 - Mar 2019

Service Desk Manager

• Jan 2016 - Nov 2017

Manage service desk function for external and internal customers, across a wide range of server, cloud and network technologies. Proactive monitoring of tickets and queues to ensure response to and resolution of incidents and service requests to SLA. Direct line management and mentoring of service desk engineers (Tier 1 and 2 equivalent) encouraging the progression throughout the team. Service management utilising ITIL aligned processes. Major incident manager where necessary. Regular reports for external customers with regard to services utilised, suggesting action areas to resolve recurring incidents. Regularly review service reports for team, to provide timely and correct statistics and insights for senior management team. Business process mapping and improvement. Technologies and products utilised and supported by the team: Microsoft - Office 365 and Azure Server Virtualization Firewalls VOIP SIP trunks Endpoint security Show less

IT Service Delivery Manager - LATAM

• Aug 2012 - Jan 2016

Provide link between enterprise IT teams and the IT function in Latin America within a highly regulated market (Medical devices). Elaboration of IT Strategy for the Latin America region Key Member of Strategic Global Projects - One of a team of four working on implementation of ITIL aligned processes in the areas of incident and knowledge. This process went live within a new service desk system after six months and supports 10000 associates worldwide. Management of local IT consultants with regard to Brazil ERP system. Working as project manger for ERP projects, which required specific functional as well as cultural knowledge. ERP projects resulted in 90% reduction of tickets crated and 60% monthly cost reductions in external support. Management of Latin America IT Infrastructure and Systems: Including virtual and physical servers, network devices such as switches and routers, Local WIFI access points. ERP systems, Office applications and bespoke applications for Brazil region. Co-ordination of telecoms service in conjunction with the enterprise IT telecoms team. Show less

IT Systems Analyst

• Sep 2005 - Jun 2012

Key account contact for client departmentsAdvise on IT investments / ProjectsBusiness analysisImplementation and maintenance of 3rd Party software packages for Education sector and POS leisure systems over CITRIXSystems development in ASP.NET, including deployment on IIS servers. SQL and ORACLE database administrationKey technologies and products worked with:- VB.NET- ASP.NET- Oracle Database 10 and 11G- SQL server 2005 and 2008- Crystal Reports- Windows Server 2008 and IIS v 6 and 7.- Client Server third party off the shelf applications- Capita SIMS and ONE support Show less

IT Support Officer

• Sep 2002 - Sep 2005

Installation of Desktop ComputersInstallation of IT peripheralsMicrosoft Windows server installation and support.Support and maintenance of Desktops and peripherals.Active directory administrationCITRIX SupportProviding technical guidance for projects.Key technologies and products:- Windows Server and desktop operating Systems (NT, 2000, 7, 2003, 2005) - DHCP, DNS, TCP/IP networks, File and Print sharing.- Client server application support. - IP printing. Show less