Consultant

• Jul 2022 - Present

Information Technology Consultant

• Jul 2022 - Jul 2022

Head of IT Operations

• Jun 2019 - Jun 2022

Head Of Customer for IT Services

• Aug 2018 - Jun 2019

Responsible for - IT's Customer Strategy (Operational Services)Implementing a new ITSM and supporting the wider business with work requestsRefining ITSM Processes and SLA'sManaging the Operational IT Service desk and end user devices

IT Operations Manager

• Nov 2016 - Aug 2018

IT Service Delivery Manager

• Jan 2015 - Nov 2016

Currently the Service Delivery Manager for the university of Northampton IT services.We strive to deliver a 1st class service to Academic staff, Support Staff and Students. This includes Wi-Fi, LAN, Managed Printing, Open access and fixed desktop PC's as well as a range of Audio Visual equipment, some specific to teaching requirements. Having helped implement the service desk, and supporting ITSM software I am enhancing my own skills and knowledge whilst improving that of my team. My team are responsible for IT Service desk requests, desktop and laptop support, Planned and Emergency AV support and face to face support for students. Show less

Service Desk Supervisor

• Sep 2013 - Dec 2014

Currently the Service Delivery Manager for the university of Northampton IT services.We strive to deliver a 1st class service to Academic staff, Support Staff and Students. This includes Wi-Fi, LAN, Managed Printing, Open access and fixed desktop PC's as well as a range of Audio Visual equipment, some specific to teaching requirements. Having helped implement the service desk, and supporting ITSM software I am enhancing my own skills and knowledge whilst improving that of my team. My team are responsible for IT Service desk requests, desktop and laptop support, Planned and Emergency AV support and face to face support for students. Show less

Service Desk Analyst

• Nov 2012 - Sep 2013

2nd Line Desktop Support Engineer

• Mar 2011 - Aug 2012

Currently Responsible for 170 desktop/laptop users in Northampton. Dealing with general ICT issues from troubleshooting office software,Operating System issues, file share access, General Hardware issues, network issues/switching/troubleshooting and finding resolving issues with on-site servers/switches (Cisco Access Layer switches). Using Altiris deployment to deploy new software/update to desktops/laptops. Managing users/groups/access/passwords in active directory on multiple Domains. Also dealing with email issues for remote users. Show less

2nd Line Desktop Support Engineer

• Mar 2011 - Aug 2012

Responsible for the day-to-day support and management of the site's desktop equipment and Infra-Structure.Resetting Users Password's for Domain and ApplicationsUsing Microsoft Active Directory to manage users accessManaging Windows XP Pro, Windows 7 and Microsoft office 2003 & 2010Managing IP Printers (Users access and printer availability) Managing Fault/Support request ticketsMaintaining users equipment and connectivity Deploying new hardware/software as and when it is requiredDeploying cisco telephony hardware where requiredIntegral in a new domain rollout including up-skilling users and managing expectationsIntegral in the testing and delivery of a new Strategic telephony platform including up-skilling users and managing their expectationsIntegral in the de-commissioning of a vacated office (De-Commissioning old desktop and server hardware)Responsible for providing access to network/telephony on site to visitorsManaging Door Access Control (RF Door Entry System)Responsible for Patching/Re-Locating Network Connectivity/VLAN'sMaintaining a working stock of standby machine's and related equipmentSetup and management of Training and Conference room's on-siteIntegral in supporting remote systems on-site for external sourcesIntegral part of the on-site energy reduction team Show less

Customer Service Advisor

• Nov 2006 - Mar 2011

Role's included - Faults advisor, Escalations, New CRM Pilot, Broadband Specialist & New Line's ChampionNominated for National Customer service Professional of the Year 2010Managed a work flow for 2 people calling back customers to resolve issues that had previously been unresolved by in-house tech teamsDealt with customers issues when a new line/engineer appointment had gone wrong and needed hands on helpDealt with escalations from CEO level as well as retail stores via telephone or email ticketsResponsible for reporting figures and potential process improvements from dealing with customers who had issues that were previously unresolvedIntegral in process changes and there delivery in the Northampton site surrounding new lines and engineer appointmentsLiaised with senior management regarding improvements to all process's impacted by the work I carried out Show less

Customer Advisor

• Nov 2006 - Mar 2011

Working in the call centre - Started out in WLR/LLU Faults dealing with Customers calls regardin telephony BB faults, diagnosing/troubleshooting faults and arranging engineers visits using internal systems. Moved to Escalations & Retail Support and dealt with customer complaint at a high level (CEO & from carphonewarehouse stoers). from here I moved into a "model office" testing a new CRM and reporting issues testing the application in a live environment. After this I was seconded into a call-centre broadband support and faults role dealing with customer issues in the retentions/customer loyalty department fixing issues that had resulted in repeat calls/complaints. After 10 months in this role I moved to be a new lines specialist dealing with engineer appointments and provisioning issues/ system issues in the Retentions/Customer Loyalty department. Show less

Customer Advisor / fast track DM

• Aug 2002 - Apr 2006