Senior Project Manager

• Nov 2022 - Present

Technical Project Manager

• Jan 2020 - Nov 2022

Technical Support Team Leader

• May 2015 - Jan 2020

• Manage the smooth running of the teams.• To monitor ticket volumes and response times to ensure that Service Level Agreements are being met. If there is a shortfall, to look at how this can be solved.• To provide an escalation point for problematic support issues, and to manage the solution to its conclusion.• To monitor and address recurring customer support issues/problem areas.• To ensure that the support function operates within standard TSG systems and that TSG operating procedures are adhered to.• To assist the Service Desk Manager with customer complaints; investigation, discussion and/or customer visits.• To support the Problem Management process as required..• Work with the Continual Service Improvement Manager to support the introduction of process improvements across the Service Desk.• To ensure that support work carried out outside of contractual obligations is captured and appropriately charged.• To facilitate the internal change process.• To ensure the consistent use of the TSG internal systems e.g. AEM and Autotask.• Coach, mentor and develop the teams.• Focus on the quality and consistency of the service provided across the team. Show less

Service Desk Technician

• Feb 2015 - May 2015

• Manage the Service Desk and staff to provide 1st to 3rd level technical support; answering support queries via the telephone, Ticket system and email using remote desktop tools. • Act as a further escalation point for unresolved or escalated calls • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all work undertaken and adhere to all service management principles • Report to senior managers on any issue that could significantly impact the business • Take overall responsibility for incident management and request fulfilment on the Service Desk • Ensure staff takes ownership of customer incidents / requests and the team be proactive when dealing with customer • Ensure all calls are logged in the Service Desk logging system • Ensure all audits are performed in a timely manner Show less

Network Infrastructure Manager

• 2011 - Jan 2015

● Configuration, administration, maintenance and repair of a large number of Microsoft Servers including setup of DNS, DHCP, IPv4 and cabling (Cat 5e) catering for over 1000 clients.● Management of Microsoft Active Directory and Group Policies and Symantec backup software.● Configuration and maintenance of a large network infrastructure using Cisco equipment.● Project Manager for a large upgrade including over 50 servers and over 500 PCs.● 2nd or 3rd line repair for all hardware and software faults over a large geographical area.● Desktop and Laptop configuration and repair.● Regularly liaising with agencies from a variety of nationalities for local purchasing at the most cost effective price in order to meet business needs.● Regularly communicating with both technical and non-technical staff including external agencies about technically focused projects and issues. Show less

Technical Workshop Manager and Operations Support

• 2009 - 2011

● Formulated a new system for booking in all technical equipment for second and third line repair. ● Developed new technical documentation to ensure procedures were easier to understand and that productivity was maximised.● Altered the network structure to incorporate virtual servers to provide a more spacious work environment as well as make administering the network simpler.● Supported Operations as a subject matter expert for the Mission Secret network.● Structured a daily brief for the heads of departments on capabilities, faults and outages whilst on Operations.● Liaised with multi- national personnel due to the differences of hardware and software used on Operations.● Provided 2nd line support for all hardware and software faults for a brigade exercise. Show less

Operational Support Team Leader

• 2007 - 2009

● Maintenance and repair of large Fixed Trunk-node Bearer System infrastructure providing inter-connectivity for a large range of communications equipment.● Quickly learn new bespoke equipment prior to delivering urgent lifesaving training.● Liaise with other nations whilst in remote locations on compatibility and infrastructure issues.● Trial and assist with the development of bespoke equipment being used on permanent and temporary buildings as well as specialist vehicles.● Provide operational short notice support to remote locations for maintenance and repair of equipment and to provide instruction on 1st line self-repair for personnel in remote locations. Show less

Security Systems Manager

• Nov 2004 - Jan 2007

● Supported several sites on Operations as the Site System Manager of a UK secret system.● Programmed regular backups, created accounts and enforced security protocols.● Modernized the network with the aid of diagrams, including floor plans and network infrastructure.● Implemented the upgrade of the server and client operating systems from Windows 98 to XP.● Cooperated with the UK on a regular basis on all software and hardware changes.● Management of a small Service Desk team responsible for 1st line telephone repair and collating and analyzing all faults and issues prior to referral to 2nd or 3rd line. Show less