Network Manager

• Sep 2022 - Present

Network Support Engineer

• Jul 2017 - Sep 2022

• Experience of administering, maintaining and supporting the network – Server 2012/16, Windows 10, Office365 (Exchange Online, SharePoint), SCCM, Azure, HPE Switching, IBM Server/SAN, Meru WIFI and Smoothwall/Lightspeed/Juniper Firewalls• Key role in transitioning service from RM Education to CTS – including upskilling new team members, introducing on-site ticketing, implementing KPI and RFI monitoring to deliver end-user satisfaction improvements of 170%• Responsible for MFD/Print maintenance and Papercut administration• Lead the transition from Windows 7 to Windows 10, via Microsoft SCCM and including new image roll outs• Responsible for hardware refresh roll outs, including supplier liaison for 3 cycles.• Experience with implementation of MDM roll out via Sophos• Interdepartmental liaison to facilitate examination digitisation• Support for all AV requirements including transition to Promethean Active Panel and long/short throw projectors in all classrooms• Developed and maintained an asset register for all devices on site Show less

Customer Experience/Network Support Engineer

• Aug 2014 - Jul 2017

• Experience of maintaining and supporting networks - RM Tools, Windows 7, 8 and 10 email solutions such as Exchange, and Internet / Intranet access. • Ability to problem solve and think creatively• Ability to work effectively with personnel from different teams within the company• Ability to manage workload effectively• Excellent customer handling and inter-personal skills, including diagnostic questioning, and the ability to deal with difficult conflict situations• Ability to cope with change and adapt quickly to a new and developing type of service delivery• The ability to work proactively with good planning and organisation skills• Good verbal and written communication skills and ability to communicate with all levels of customer base• Target focused • Good time management and punctuality• A flexible approach to out of hours working• A self-starter• Familiar with spreadsheet and word processing packages to enable the production of reports and records Show less

Manufacturing, Logistics & Service Coordinator

• Nov 2003 - Jul 2014

Key responsibilities included;• Management of the Logistics Team (up to 50 people) and responsible for the control of stock with a total value of up to £10m• Management of the manufacturing facility (up to 70 Operatives) producing over 120,000 computers per annum in adherence of ISO 9001 working practises• Supervision of the successful re-location/closure of 3 warehouse operations• Project Management of the logistical element of the annual Tesco “Computer for Schools” scheme• Management of carriers from initial tender negotiations to the day to day operational activities• Coordinating and communicating with external suppliers (providing outsourced warranty cover) to ensure that high levels of customer service are maintained• Secondments to other group companies to cover management of the logistic functions and to oversee the relocation of operations• Company representative based on customer site, liaising with internal teams to address customer concerns and queries and ensuring good lines of communication between all parties• Personnel management – objectives/ recruitment/ training/ appraisals/ performance management issues• Initiating and driving efficiency & improvement projectsKey Achievements • £60k reduction in annual carriage costs through the introduction of a new carriage strategy• £42k saving and a 24% reduction in lost/missing engineering parts over a 12 month period• 18% efficiency improvement over 2 years within the logistics process • Successful management of the delivery of 25,000 orders over a 6 week period for the UK wide 2012 Tesco “Computer’s for Schools” scheme• Supervision of the relocation/closure of 3 warehouse operations with no negative commercial or customer impact• Successful co-ordination and training of both permanent and temporary employees to meet company targets• Awarded 2 company-wide customer service accolades for the effective and mutually agreeable resolution of a number of critical customer issues Show less

Systems Engineer/Quality Engineer

• Dec 1999 - Sep 2003

• Contracted resource providing support to companies (including amongst others Acer IMS and RM Education) both in the UK and abroad on a variety of hardware & software projects • Responsible for coordinating and managing a wide variety of Quality Assurance projects within all branches of the IT industry both on an individual basis as well as part of a team • Responsible for the production of status reports and providing regular updates at team and company meetings • Contracted resource providing support to companies (including amongst others Acer IMS and RM Education) both in the UK and abroad on a variety of hardware & software projects • Responsible for coordinating and managing a wide variety of Quality Assurance projects within all branches of the IT industry both on an individual basis as well as part of a team • Responsible for the production of status reports and providing regular updates at team and company meetings

Technical Engineer/IT Support

• Feb 1999 - Aug 1999

• Dealing predominantly with Architectural companies providing hardware and software support – including but not limited to AutoCAD • Working with all levels of management to address concerns and to resolve issues • Dealing predominantly with Architectural companies providing hardware and software support – including but not limited to AutoCAD • Working with all levels of management to address concerns and to resolve issues