Experience

RED KITE LEARNING TRUST - Excellence for All

• United Kingdom
• Primary and Secondary Education
• 1 - 100 Employee

• Service Delivery Manager

  • Jan 2022 - Present

• Senior Technician

  • Jan 2021 - Jan 2022



RM plc

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

• Senior Technical Support Engineer

  • Apr 2010 - Jan 2021

  Charged with providing day to day management of large educational sites and customer liaison. Lead Engineer for technical resolution of 700+ users and approximately 1000 end devices. Additional duties included 3rd line support for the entire BSF Leeds once per week covering additional 15 other sites. Accountable for monitoring and prioritizing calls from call queue, answering telephone enquiries and support call and any other ad hoc issues meeting strict SLAs and in compliance with ITIL standards. Maintaining system uptime, VMware, Windows and Cisco UCS infrastructure oversight and support, day-to-day operations, and customer satisfaction.- Awarded four customer satisfaction awards- Effectively developed and delivered staff training- Planned and implemented project work on site and created software packages using Win install and CC4 for remote installations- Key member of staff in transition from project to full managed service- Innovatively resolved critical long-standing issues and successfully mentored 1 member of RM staff to a high standard and managing apprentice and workplace staff - Manage a small team to deliver support to remote site school, - Conduct 121 meetings with customers to address and review issues, and act as point of contact for external contractors

• Technical Support Engineer

  • May 2008 - Apr 2010

  Resolved technical issue on 4 sites including John Smeaton (1000+ users, 700 end devices 9 windows 2003 servers), Parklands Primary (380 users, 100 end devices, 1 windows 2000 server), Ralph Thorsby (1200+ users, 900 end devices, 12 window 2003 servers) and Cardinal Heenan (900+ users, 400 end devices, 9 window 2003 servers). Accountable for all aspects of server maintenance, functionality, and managing day-to-day activities related to network troubleshooting, uptime, functionality, and infrastructure upgrades. Selected to conduct 121 support and high-level support calls for another site



East Riding of Yorkshire County Council

• Network Manager (13 Primary School Systems)

  • Jan 2005 - May 2008

  - Solely accountable for implementation of all tasks in the Vermuyden School Maths and Computing Special School Status. Management of 13 primary schools, all aspects of purchasing and installation, server maintenance, functionality, and managing day-to-day activities related to network troubleshooting, uptime, functionality, and infrastructure upgrades. - Achieved targets within development plan 2 years ahead of schedule - Raised the profile of the school by forging links with external businesses and organisations- Hosted a number of training days and courses and reduced the number of non-urgent visits with strategic training



Smartie Pant IT

• Proprietor/ICT Consultant

  • 2002 - 2005



Kingsway Primary School

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• ICT Technician

  • 2001 - 2002