Experience

Edge IT

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

• Head of Service Delivery

  • Jan 2023 - Present



Archant

• United Kingdom
• Book and Periodical Publishing
• 700 & Above Employee

• Head of IT End User Experience (Service Delivery)

  • Jun 2021 - Sep 2022

  Managing, and developing a remote based team, responsible for the delivery and support of over 800 end user experiences, their devices and applications across 10 offices and all home-based employees throughout the UK.Designed and implemented a Self-Service platform, driving a change in culture in users, empowering the self-resolution of Incidents. A Knowledgebase, virtual assistant and Teams channels developed in response to customer feedback to transform how customers interact, seek support and feedback. Restructured multiple support teams to better align and support the changing demands of Archant’s technology and budgeting requirements with no detriment to customer experience. Security reviewed and business case approved for new investment in our Microsoft 365 environment, implementing an MDM solution to consolidate administration, management, and overhaul in security of corporate devices. Replacement of 3rd party VPN and full review of Microsoft licensing ensured costs were kept to a minimum and a maximum ROI whilst improving customer experiences.Defined and lead cultural change in user behaviour towards cyber security. Comprehensive and interactive educational campaigns created and supported by real world threat simulations. Show less

• IT Service Support Manager

  • Jun 2009 - Jun 2021

  Directly reporting to the Head of IT, ensuring our processes and technical teams were able to adapt and support the business through multiple periods of change.Responsible for the management and delivery of IT services for more than 700 regional based users across 40+ offices and over 130 home-based users. Line managed direct reports across multiple locations, focusing on performance, recognising and challenging where necessary, always providing support to ensure we met objectives and personal development goals. Adapting and restructuring when required to stay aligned with business goals.Building relationships and engaging with key stake holders across the business to better understand expectations of IT, driving a change in culture to be seen as enablers, unlocking opportunity for business growth. Show less

• Transformation Project Lead

  • Mar 2019 - Sep 2020

  Transformed business productivity, enabling a flexible and highly productive workforce; creating personas based on customer feedback to ensure every user had both the hardware and software required to excel at their jobs. Collaborating with BT and Microsoft we delivered new laptops to all c1100 users and data migration to a new Microsoft 365 environment across c.20 offices and 150+ home based users. Role-specific based training delivered to each employee. To support new agile working, business goals and continuing our collaboration with BT lead to personas once again being created based on the business's telephony needs. A new VoIP solution was designed and implemented based on the feedback provided, removing all physical desk phones and replacing with soft phones. Complete process redesign of telephony system and introduction of reporting capabilities to provide important data. Various mobile phone models carefully assigned to ensure devices were fit for purpose for those that required them.Projects delivered on time and within budget, with the true benefits and value magnified during the Coronavirus pandemic. Show less

• Office Relocation Project Support

  • Aug 2015 - Nov 2016

  Responsible for the seamless move of all IT services, people and equipment during 2 separate large scale regional office relocations in London and Suffolk.Closely supported the Project Manager in all aspects of the relocations including design, planning and building phases.

• Desktop Support Co-ordinator

  • Aug 2006 - Jun 2009

  Managed and developed an inexperienced 1st and 2nd line support team into a high performing team supporting IT systems across Hertfordshire, Cambridgeshire and the South West.

• System Administrator

  • Jul 2002 - Aug 2006

  Provided telephone and physical IT support for c.1200 users in both Windows and Mac environments across 35 sites. A combined 1st, 2nd and 3rd line role.



Pixelsoft

• Dagenham, England, United Kingdom

• Graphic Designer

  • Nov 2001 - Jul 2002



Cruise Control

• Romford, England, United Kingdom

• Graphic Designer

  • Apr 2001 - Nov 2001