Experience

NEL

• United Kingdom
• Hospitals and Health Care
• 200 - 300 Employee

• Infrastructure Lead

  • Nov 2019 - Present

  • Responsible for the security, performance and stability of the Cloud services, Server & application infrastructure, Dev Ops platforms and Network & Unified Communications. • To support the Head of Operations and ICT management for the development and convergence of Infrastructure Operations across the CSU and its customers • Day to day management of managed service contracts and suppliers. • Lead for specific network transformation activities to support the delivery of projects and programs. • Monitor and manage the Infrastructure environments to ensure that SLA’s are met and work closely with relevant third-party suppliers. • Support the negotiation, agreement, implementation and management of third-party supplier contracts, agreements, and SLAs. • Provide leadership and people management for the Infrastructure Operations team. • Responsible for the Monitoring, maintaining and development of the corporate IT infrastructure to meet current and future needs of clients and service users. • Responsible for ensuring a cost effective, service focused, efficient and effective IT services and solutions that truly add value to the customer base. • To work with relevant peers to ensure the security of the IT systems and to identify any risks arising on-going. • On-going assessment of the ICT infrastructure to ensure it is fit for purpose, resilient and reflects the organisation’s Business Continuity requirements. Transformation Activities • Move to an IP Voice managed cloud service model. • Move to a Contact Center voice cloud solution. • Azure cloud services. • WAN Rationalisation (SD-WAN ready). • Firewall migrations (From PA & Checkpoint to Fortinet). • One fits all VPN Solution. • Datacenter Rationalisation. Show less



London Gatwick

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• Network Services Manager

  • Aug 2017 - Apr 2019

  • Accountable for the daily performance and availability of the Airport network, voice, digital mobile radio, CCTV and door security systems. • Ensure that all systems are secure, reliable, cost effective and fit for purpose and present future strategy to senior management. • Management of all the Airports Data Centers. • Manage 3rd party vendors to defined service levels and ensure IT industry best practice is followed to deliver service efficiently. • Exposure to AWS and Azure cloud platforms. • Manage projects and ensure that new services and solutions meet operational requirements, ensuring smooth transition to support. • Manage operating costs to plan and contribute to monthly forecasting and annual budget planning. • Present related changes to Business stakeholders for approval. • Member of the core CAB team that assess all production changes. • Develop and maintain a documented road map for all services ensuring that these plans are understood and followed by members of the teams. • Ensure SLA’s are met for internal and external customers. • Develop and mentor team members to their fullest potential. • Provide management with KPI based reports for all supported services. Key Achievements: • Design, build and implement new BYOD Wi-Fi service. • Implementation of new airport wide HP Network core and access layer replacing old Cisco Network. • Reduction in incident ticket volumes and aged tickets. • Transfer to new ISP circuits with no customer impact. • Upgrade of the CUCM Telephony system. • Implementation of OOB Network and new monitoring platform. Show less



Ladbrokes Coral

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• Network & Communications Manager

  • Nov 2016 - Apr 2017

  • Provide leadership to a team of 13 Network & Voice Engineers (12 UK and 1 Gibraltar) • Responsible for Design, Delivery and Support of BAU Operations for both Retail and Digital services including • WAN/LAN/WLAN for offices and 2000+ retail shops • Four Datacenters (2 UK and 2 Gibraltar) • Firewalls • Load Balancing • VPNs • Voice (Avaya) • Monitoring • Responsible for technical management and troubleshooting of incidents and problems • Manage Incident, Problems, Change, Capacity, Lifecycle, Risk and Availability of Network services in line with Ladbrokes process • P1 Incident Management • Develop Network and Voice technology roadmap in line with Infrastructure strategy • Define and maintain network and voice policies and standards • Engage with business sponsors, architects and solutions designers to understand requirements, and to define appropriate solutions • Manage multiple Network Services 3rd party providers • Contribute to IT thought leadership and innovation • Ensure appropriate Security and Compliance requirements are adhered to including annual Pen testing and audits Show less



Prudential Financial

• United States
• Financial Services
• 700 & Above Employee

• Network Operations Manager

  • May 2015 - May 2016

  Key Responsibilities and Accountabilities: • Provide leadership and mentoring for the Network Operations team (18 resources) • Accountable for ensuring the team works to quality processes and standards at all times, e.g. delivery of work plans to agreed targets, regular communication, etc. • Manage all Network related P1/P2 incidents and present any selected incidents at Corrective Action Reviews meetings • Responsibility for all internally managed data network infrastructure including LAN, WAN and Network Security devices) covering 55 sites in EMEA and Asia. • Responsibility to maintain and develop systems management and alerting processes for all Network devices. • Manage all 3rd party vendor relationships within Network operations including regular service reviews on performance and contract negotiations. • Stakeholder management for all Business Units including Incident reporting and performance reporting. • Responsibility to work with other areas within the PGDS network and other technical domains, ensuring that all changes are developed to agreed standards. • Responsible for the delivery and management of all change management for in scope infrastructure and ensuring that this is performed to defined standards. • Planning and delivery of change plans in the Network area, including resourcing and delivery to agreed/publicised timelines. • Management of all related Network operations projects from conception to implementation. • Ensure all expenditure commitments are fully authorised and controlled. Drive and deliver cost management initiatives. • Management of all applicable security and audit requirements that sit within Network operations. Key Achievements: • Redefined the change management process for the Network domain after several incidents caused by change occurred. • Completion of WAN change from BT to Colt at all locations • Completion of Access layer switch replacement (294 devices in total) • Introduction of DDoS threat prevention system Show less



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• EMEA Network & Voice Operations Manager & Global Network Engineering

  • Aug 2012 - Apr 2015

  Key Responsibilities and Accountabilities: • Provide technical direction and leadership for the internal Voice and Network Operation teams supporting the EMEA region (17 resources) and Global Engineering teams (17 resources) • Accountability for all internal Voice and Network systems across 150 sites in 48 countries supporting a user base of approximately 14,000 end users. • Drive operational processes and initiatives to improve the stability and efficiency of voice and network services across the EMEA region. • Align Incident and change processes to a global level. • Management of all Network and Voice Projects through to implementation across the EMEA estate. • Manage vendor relationships in all related technologies so that services are delivered effectively and efficiently. • Collaborate across global and regional ITS operations teams to align support processes, policies and tools. • Lead the technology aspect of acquisitions, integrations and divestitures. • Manage the EMEA voice & Networks CAPEX and OPEX budgets. • Ensure development and training of the teams on operational practices and service management. Key Achievements: • Built a high performing team structure. • Ongoing technical refresh of all sites to meet Company strategic standards. 15 sites completed within the last 18 months. • Reduced OPEX budget by more than £2m in the last 18 months by renegotiating contracts and negotiating new suppliers. • Reduction in Incident numbers and reduction in change failures that affected service. • Transformed Incident and problem management from a reactive culture to a proactive culture by introducing solid monitoring and capacity management toolsets. • Consolidated all Cisco device hardware onto one maintenance contract (4,000+ devices). • Oversaw the transition to an outsourced support model (IBM/AT&T). Show less



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Engineering Manager

  • Aug 2011 - Feb 2012



Close Brothers Premium Finance

• Financial Services
• 100 - 200 Employee

• Service Support Manager

  • Jan 2003 - Aug 2011

  Key Responsibilities and Accountabilities: • Responsible for all IT Infrastructures within the company including 2 on-site data centers, 1 off-site DR data enter and 1 co-location site. • Development and implementation of ITIL processes for use within IT including Incident, Problem, SLA, OLA and Service Catalogues. • Follow major incident escalation procedures as and when necessary. • Responsibility for maintaining all 3rd party relationships and contracts including supplier management (meeting SLA’s etc) and negotiating new and renewal contracts. • Design and management of all Infrastructure projects based on Business requirements. • Strategic management of £3.5M budget including purchasing of all IT hardware, software & maintenance contracts. • Maintain Business Continuity and DR plans and processes. • Production of monthly reports & statistics. Key Achievements: • Introduced a service culture that aligned IT objectives with the business objectives. • Successfully delivered numerous projects that enabled the business to grow and meet all objectives including IP telephony implementation, Disaster Recovery site move, Business continuity system installs (Generator, Air Conditioning systems etc) and new office space commissions. • Reduced OPEX costs as a result of financial challenges that were set. • Led from the front on Problem management by ensuring all team members had the tools and skills they required in order to reduce issues from occurring. Show less



Atkins

• United Kingdom
• Engineering Services
• 700 & Above Employee

• Group IS Change Manager

  • May 2002 - Nov 2002

• Group IS Service Desk Manager

  • May 2001 - May 2002

• ISG Service Desk Supervisor

  • Feb 2000 - May 2001

• Service Manager

  • Nov 1998 - Feb 2000

  Managed an outsourced Service Desk that Atkins performed for the Charity Commission of England & Wales.



South West Water

• United Kingdom
• Utilities
• 700 & Above Employee

• Service Desk Analyst

  • Sep 1994 - Nov 1998