ITIL Manager

• Sep 2021 - Present

Service Delivery Team Leader

• Oct 2016 - Sep 2021

Lead a team of Engineers and Technicians supporting 50 Television and Radio services to our armed forces audience as well as 250 internal users from BFBS HQ’s Network Operation Centre• Manage and motivate a team of direct reports providing support across Radio, TV and IT• Support the departmental managers in coordinating and tracking service desk activities and projects• Manage the ticket queue and ensure priority tickets are identified and actioned• Establishing relationships with the internal user-base including senior management as well as third party suppliers and contractors• Implement a major incident process across the business ensuring regular communication is made with our teams and customers.• Seek continuous service improvement Show less

Service Support Technician

• Jun 2013 - Oct 2016

Technical support of Radio/TV transmission systems to internal and external customers via shift based helpdesk (1st and 2nd line support) or on call response (24/7) • Streamlined workflow for satellite television viewers improving customer experience and increasing positive feedback• Improved maintenance regime decreasing operational incidents and expanding team skill set • Successful planning and operation of outside sports broadcast for live transmission• First member of team to provide support out of hours on 24/7 call out system Show less

Transmission Controller

• Oct 2004 - Jun 2013

Responsible for the scheduling and automation of 30 Radio services using a large switching matrix to ensure correct output accross multiple stations in multiple time zones. Ingest video content and author, duplicate and print dvds for armed forces DVD service to meet shipping deadlines• Successful completion of simulcast with BBC broadcasting to a large audience base across multiple networks from Afghanistan• Acting as head of department in the absence of transmission supervisor • Prioritising key complex switching arrangements such as remembrance silence and time change whilst meeting shipping deadlines and bussiness as usual Show less