Experience

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  KFP Total IT Solutions

  • United Kingdom
  • IT Services and IT Consulting
  • 1 - 100 Employee

  • Head of Customer Solutions

    • Oct 2022 - Present

  • Technical Presales Manager

    • Apr 2019 - Oct 2022

  • Head Of Projects

    • Feb 2018 - Apr 2019

  • Operations Manager

    • Jul 2016 - Feb 2018

  • Helpdesk Manager

    • Mar 2015 - Jul 2016

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  iomart

  • Maidenhead

  • NOC Team Leader

    • Nov 2014 - Mar 2015
    • Maidenhead

    Managed a team of 18 NOC enginnersOrganise staff and allocating tasks ensuring tickets are prioritised correctly.Identify tickets out of SLA's and drive to resolution.Ensures a proper plan of action has been taken.Monitor all tickets through to resolution.Ensure tickets are updated and that all necessary steps are being taken to quickly resolve customer problems.Check quality of work, ticket accuracy and completion of ticket and ensure that technically correct and professional updates are applied to the tickets.Liaise with manager in other departments to respond to urgent situations.Developing a culture of continuous improvement within your team, identifying processes, systems and strategies to improve revenues, quality and productivity.Ensuring individual and team KPI's are achieved/exceeded.Identifying and addressing issues affecting performance.Assisting with the creation of workflows, processes and quality control checks to ensure Service levels are met.Identifying training and personal development needs.Performing regular analysis and reporting to assess individual/team progress and benchmark service.Conducting regular 121's and team meetings to brief, coach and motivate team.

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  Solsis

  • Technical Support Manager

    • Apr 2013 - Nov 2014

    Managed a team of 6 help desk engineers (1st -3rd Line)Managing, coaching and mentoring the service desk team to ensure delivery of a high quality support functionProviding technical leadership to the service desk team ensuring all cases are responded to within the agreed SLAsResponsible for the day to day running of the support desk, leading & motivating the technical support teamLine management of the service desk team - carrying out appraisals, setting KRAs, conducting 1-2-1s, employee training development plans, responsible for recruiting of support staffEstablishing and improving service levels including customer communication and process review to ensure the delivery of quality customer serviceScheduling of field engineers and support staff, making sure we maintain adequate cover on the deskImplementing processes and procedures for all areas of support functionContributing to the team by being hands-on when requiredImplementing and managing Managed service via Kaseya Platform - including Server and Workstation monitoring and patching,managed AV and anti-Malware and developed script's to assist service desk to self heal server and workstation's.

  • Technical Consultant

    • Apr 2012 - Apr 2013

    Responsibilities:• Pre-sales consultancy and liaison with customers, technical input for sales process and tender documents.• Analyzing IT requirements within companies and giving independent and objective advice on the use of IT.• Clarifying a client's system specifications, understanding their work practices and the nature of their business.• Designing, testing, installing and monitoring new systems.• Technical project lead, project management and responsible for implementation design and strategy.• 3rd line escalation point.• Technical Account management.• Responsible for overseeing all infrastructure implementations.

  • Systems Engineer

    • Oct 2011 - Apr 2012

    Working on small projects Pre-sales for projects of up to 5 days.Server builds and installations.SBS Migrations3rd line escalation point for service deskOnsite engineer

  • 2nd / 3rd Line Support Analyst

    • Oct 2010 - Oct 2011

    My primarily responsible is remote and telephone based support of customers holding support contracts. I work as part of a Customer Focused Team (CFT) providing 2nd and 3rd line support functions.I also was EMEA 1st line support for 3rd party company Inova solutions.Kaseya Managed service software. (Implementation and Administration)VMWare - Vsphere 4.1 (Install,Configure and Manage)1st, 2nd and 3rd line helpdesk support for Small and Medium sized company’s (approx. 10-250 users).Installing and Supporting Microsoft Desktop Operating Systems (Win 98 – W7) and Microsoft Office (2000 – 2010)Administration of Microsoft Active DirectoryInstalling, configuring and supporting Windows (2000 – 2008) & SBS (2003 – 2011)Administration of Microsoft Exchange (2000 – 2010)Supporting LAN, WLAN and WAN networking including VPN technologies and solutionsUse of remote support tools including RDP, VNC, WebEx, LogMeInConfiguration and administration of Symantec Backup Exec (V9 – V12.5).Security technologies including firewalls, content filtering, and anti-virusWorking with HP and DELL PC & ServerGoogle Apps supportBES Administration

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  PST BUSINESS SOLUTIONS LIMITED

  • Technical Consultant

    • Jul 2007 - Oct 2010

    My primarily responsible is remote and telephone based support with some onsite support of customers holding support contracts.1st, 2nd and 3rd line helpdesk support for Small and Medium sized company’s (approx. 10-250 users).Installing and Supporting Microsoft desktop operating systems (Win 98 - Win 7)Installing and configuring Microsoft server products (2000 - 2008) and SBS (2003)Installing and configuring Microsoft exchange server (2003/2007)Software installations and supporting Microsoft products (2000 - 2010)AD and Exchange administrationKaseya Managed service softwareRemote support On site visits including hardware/software troubleshooting and system upgradesResolving problems to a range of end usersHardware installations and maintenance on workstations, servers and LaptopsSupport for specialist software for Estate AgentsSetup and configuration of remote backup systems Installing, configuring and administration of several Antivirus productsInstalling and configurations of routers(Netgear and Dreytek), firewalls(sonicwall) and VPNsInstalling and troubleshooting hardware peripherals like printers modem etcInstallation of 3cx VoIP phone system Administration of 3cx phone systemSetting up and supporting mobile devices

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  GH Window Cleaning

  • Owner

    • Jul 2003 - Jul 2007

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  Intersurgical

  • Wokingham

  • Helpdesk

    • Jul 1998 - Jul 2003
    • Wokingham

    Working as a first and second line helpdesk support role and assisted with Network administration.