Group IT Operations Manager

• Mar 2023 - Present

Deputy IT Infrastructure Services and Support Manager

• Apr 2022 - Mar 2023

Information Technology Infrastructure Manager

• Jan 2022 - Mar 2022

A highly competent and enthusiastic IT Infrastructure Manager, with experience of providing advice and practical assistance to system users -- face-to-face, via the IT service desk ticketing system, and via remote support software tools. Highly focused, with a comprehensive understanding of dealing with 1st/2nd/3rd line support calls that help improve efficiency, reduce operating costs, and increase performance.I am very keen and willing to learn to expand my skills further: I have taken every opportunity available to me to show how committed I am to a rewarding career within IT.Managed day to day IT operations, customized solutions linking IT services to broader business unit Needs, including cost efficiency, productivity, lean operations, and bottom-line profitability.Prepared & managed IT budget, hiring and evaluation of IT Infrastructure employees, met with vendors to negotiate contracts for Hardware & Software services.Reviewed the security procedures to determine security stance and need for business process improvement.Managed projects covering new technologies, Change Management Control, Desktop OS deployment, and new roll-outs, using the ITIL approach and project management methodology (Prince2 standard) and aligned to industry best practice.Established department goals and Key Performance Indicators (KPIs) using real-time analytics to take a proactive versus reactive response to problems and opportunities.Provided enterprise-wide leadership in all IT activities Track SLAs with business units; prepare RFPs, contracts & other documentation for ALL enterprise infrastructure projects.Established and directed the strategic long-term goals, policies, and procedures. Show less

Front Line Manager

• Nov 2021 - Feb 2022

The Front Line Manager is responsible for overseeing both the technical and managerial aspects of the front-line support services Genistar offers; this covers IT support and customer service support. The Front Line Manager will plan, direct and design Genistar’s IT infrastructure while simultaneously managing the Infrastructure Team and Customer Service team responsible for maintaining Genistar’s front-line support service standards. • Managing the front-line support service teams (IT Infrastructure and the Customer Service). • Ensuring the IT Infrastructure and Customer Service teams have the appropriate levels of availability, stability, and capability• Act as an escalation point for all service support issues• Procurement for office hardware and applications• Monitoring and maintaining SLA standards for the support services teams• Maintenance of office network• Maintenance of telecoms system• Identifying opportunities for innovation and the adoption of new technologies• Management of user access on systems• Managing the multi-server environment• Collaborating with other team leads to build strong professional relationships and to ensure effective delivery of service• Maintenance of ticket management system (after initial implementation)• SME on IT security• Maintaining Developing Network Architecture• Initiating general business improvements• Project delivery and managementFront Line Manager• Implementing and maintaining anti-virus software / RMM / Patching / Updates / Encryption• Collaborating with other team leads to build strong professional relationships and to ensure effective delivery of service• Ad hoc tasks including event set up Show less

IT Infrastructure Lead

• Apr 2020 - Nov 2021

• Developing and coaching a small team of IT Engineers• Troubleshooting, diagnosis and resolving complex technical issues• Server support, desktop support, operating system and other technical support• Designing and implementing technical IT solutions• Ensure sufficient procedures and methodologies are in place and followed to ensure consistent service levels are maintained• Manage preventative maintenance solutions, such as IT infrastructure monitoring and replacement programs• Resource Management and service prioritisation• Ensure the IT infrastructure is secure and manage measures to ensure its resilience• Manage policies and procedures relevant to IT infrastructure best practices• Answering incoming calls and acknowledging emails in a timely manner• Identify major incidents, gather full information and escalate where required• Troubleshoot and attempt to fix faults within designated parameters• Monitor, update and escalate tickets received by email to the next level if appropriate.Softer Skills:• Solid leadership skills• Excellent communication skills• An inquisitive mind with a passion for customer service• Excellent troubleshooting skills• Strong team player skills Show less

1st / 2nd Line IT Analyst

• Apr 2019 - Apr 2020

1st / 2nd Line IT Analyst is responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. The postholder will be busy at the front-line, dealing directly with employees or the field who have technical issues such as forgotten passwords, viruses, email issues or service disruptions. Duties and Responsibilities:•Provide face to face technical support, as well as remotely. Using a logical troubleshooting approach and thinking on your feet.•Monitor and maintain the companies computer systems and networks.•Maintaining the companies various IaaS / PaaS / SaaS platforms.•Create and maintain the companies knowledge base. Writing procedural documentation as well as updating existing documentation.•Participate in project work, in implementing new solutions or utilising new technologies.•Using ticketing platform, logging incidents & requests; whilst maintaining a detailed account of events, testing , attempted resolutions and conclusions, etc•Participate in company training, ensuring you maintain certification. Show less

Technical Support Adviser

• Dec 2017 - Apr 2019

Choosing equipment to meet Clients particular needs, with suggestions on computer, adaptations, software or broadband Helping to install and set up new Hardware/software, arranging settings and adjusting accessibility options diagnosing problems, malfunctions, viruses or software updates Helping Clients get more form their computers, such as online shopping, video calls to friends, playing music or games. Choosing equipment to meet Clients particular needs, with suggestions on computer, adaptations, software or broadband Helping to install and set up new Hardware/software, arranging settings and adjusting accessibility options diagnosing problems, malfunctions, viruses or software updates Helping Clients get more form their computers, such as online shopping, video calls to friends, playing music or games.

Chef

• Jun 2016 - Dec 2017

Technical Support Advisor

• Dec 2014 - Jun 2016

A highly competent and enthusiastic IT 1st Line Support specialist, with experience of providing advice and practical assistance to system users, via the IT service desk telephone system, and remote support software tools. Highly focused, with a comprehensive understanding of dealing with 1st line support calls that help improve efficiency, reduce operating costs, whilst increasing performance. A highly competent and enthusiastic IT 1st Line Support specialist, with experience of providing advice and practical assistance to system users, via the IT service desk telephone system, and remote support software tools. Highly focused, with a comprehensive understanding of dealing with 1st line support calls that help improve efficiency, reduce operating costs, whilst increasing performance.

Helpdesk Technician

• Jun 2012 - Nov 2014

I am responsible for a wide range of helpdesk tasks which includes logging incoming support calls raised by our clients, entering the issue into our call logging system and delegating the job to the appropriate application developer for investigation. I have excellent communication skills with both colleagues and clients. I also solve any issues clients are having with the software on a 1st Line support basis. Another facet of my job is travelling to clients to offer onsite support. This has involved visiting clients as far away as Ireland and the north of England. Summary of experience Proficient in LAN, WAN, and network installation, monitoring, setting up and maintaining, Able to repair, upgrade, and maintain desktop and notebook computers as well as printers and scanners. Investigative fault finding and solving problems. Installing operating systems, source and installing appropriate drivers to re-enable functionality. Extensive knowledge of technology terms and developments. Exceptional customer service skills, follow up, and sales. Excellent written and verbal communication skills. Logging incoming support calls raised by clients Working to imposed deadlines. Solving 1st line software issues both on the phone and in person. Traveled to clients premises in England and Ireland Preparing monthly reports for clients Knowledge of SQL Sever Software Testing Show less

ICT Technician

• Jun 2010 - Jun 2012

I work voluntarily on Saturdays at Denzil Print and Computer Repairs in Dorking as an I.T. technician. Whilst working at the computer shop I have reinforced my understanding of the following skills – How to build Pc’s, carry out PC Hardware/ Software Repairs and computer troubleshooting. I pay attention to detail whilst carrying out the repairs to ensure the repair is carried out correctly and the PC is re-assembled appropriately. I also assist customers to understand their computers and applications and demonstrate to them new software and programmes. During this time my knowledge of building and repairing computers has increased greatly Show less

Food Technology Technician

• Sep 2010 - Mar 2012

This is a large comprehensive in Shirley, Croydon. In this role I order and maintain the food stock levels. I also set up the equipment required for each lesson. I deal with all of the administrative requirements of the department. This is a large comprehensive in Shirley, Croydon. In this role I order and maintain the food stock levels. I also set up the equipment required for each lesson. I deal with all of the administrative requirements of the department.

Catering Manager/Chef

• Jan 2008 - Aug 2010

This is a 58 place private day nursery. In my role as a chef I was required to prepare and cook from the devised menu, I also had to provide meals for the children with food allergies and food preferences. As the Catering Manager, I was responsible for ordering and maintaining stock levels whilst keeping to a strict budget, This is a 58 place private day nursery. In my role as a chef I was required to prepare and cook from the devised menu, I also had to provide meals for the children with food allergies and food preferences. As the Catering Manager, I was responsible for ordering and maintaining stock levels whilst keeping to a strict budget,

Tournant Chef

• Jan 2006 - Jul 2007

In this 1224 rooms convention hotel I was rotating through different departments of the kitchen. The hotel has 5 restaurants of which the fine dining restaurant Nicolai's Roof and the famous Polynesian restaurant Trader Vic's. Also the hotel is offering over 63000 square feet of meeting rooms. I rotated through Garde Manger, Pastry, the restaurant section and banquets section as a Chef de Partie and finished my program as a Chef Tournant. In this 1224 rooms convention hotel I was rotating through different departments of the kitchen. The hotel has 5 restaurants of which the fine dining restaurant Nicolai's Roof and the famous Polynesian restaurant Trader Vic's. Also the hotel is offering over 63000 square feet of meeting rooms. I rotated through Garde Manger, Pastry, the restaurant section and banquets section as a Chef de Partie and finished my program as a Chef Tournant.

Chef de Partie

• Oct 2004 - Jul 2005

I was assisting the Head Chef to run the kitchen, helping with food preparation and cooking for up to 60 covers. I also ordered the stock, managed the kitchen staff and allocated their tasks. I ran the kitchen when the Head Chef was absent I was assisting the Head Chef to run the kitchen, helping with food preparation and cooking for up to 60 covers. I also ordered the stock, managed the kitchen staff and allocated their tasks. I ran the kitchen when the Head Chef was absent

Sales Assistant

• Oct 2002 - Oct 2004

I worked on the sales floor and in the entertainment section of the shop. I had a great deal of interaction with customers dealing with sales, returns and enquiries. I was a good team member. I worked on the sales floor and in the entertainment section of the shop. I had a great deal of interaction with customers dealing with sales, returns and enquiries. I was a good team member.