Experience

iSiteTV
• United Kingdom
• Media Production
• 1 - 100 Employee
• Service Delivery Manager

  • Jul 2022 - Present


Ridgewall

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

• Interim Service Desk Manager

  • Mar 2022 - Jul 2022

  · Driving transformation of the service delivery department· Tooling overhaul for the service delivery team· Creating service level reporting to capture key KPI’s and net promoter scores· Planning & overseeing deployment of a new customer CX application· Leading customer engagements with clear goals for remediation and expectation· Managing the BAU of the support team, monitoring ticket lifecycle

• 3rd Line Support Engineer - Team Lead

  • Nov 2021 - Apr 2022

  · Transforming service delivery for key accounts to ensure SLA’s are exceeded· Engineering contact for customer projects· Ensuring documentation is up to date· Performing site audits with remediation plans for any issues· Support & Project updates within client meeting· Commercial product suggestions and recommendations to clients· 3rd line engineering tickets and escalation point for 2nd Line team

• 2nd Line IT Support Analyst

  • Mar 2021 - Nov 2021

  · Servicing tickets as part of a helpdesk team for a large MSP· Mentorship and support for other members of the service desk team· New server, machine, switch and firewall setups for a vast range of clients over many platforms· Maintaining of company knowledge base· Auditing, systems monitoring and reporting of failures· Managing 3rd parties on behalf of clients to ensure SLA is achieved· Remote support for desktops, servers and full network stack



St Helena

• Religious Institutions
• 1 - 100 Employee

• IT Technician

  • Apr 2019 - Mar 2021

  · Planning, Pricing, and management of IT projects for the Hospice · 2nd/3rd Line Support via internal helpdesk system · Budget applications and Business cases · Network Maintenance, enhancements, and security monitoring · Hardware procurement, setup, and installation · Server setup, support, and monitoring (Windows, Azure Log Analytics) · Backup Management, on Prem and Cloud · OOH Support on call Rota · Prepare evidence for Audits for our lottery department (ISO27001/27002) · Check and secure anything of Note from CiSP or NHS Digital Alerts Show less



Training2CARE

• 1 - 100 Employee

• IT Manager

  • Aug 2016 - Apr 2019

  · Managing the IT infrastructure for a SME· Network planning, setup and maintenance.· Hardware planning, setup, maintenance.· Website and Application management, updating listings, products, liaising with outside contractors on updates and additions to current system. Providing in house support on all applications and Web-based portals for all staff either by phone or in person.

• Sales Executive

  • Aug 2015 - Aug 2016


Aldi UK
• United Kingdom
• Retail
• 700 & Above Employee
• Deputy Manager

  • Apr 2010 - Aug 2015