Director

• Aug 2020 - Jul 2023

Lawford Group is a building firm which I was co-founder. Due to the pandemic, decisive action was needed during the uncertain period to cross over to a different industry. Using the business skills accumulated over the years, the startup company was formed providing building services of all trades. The targeted customer base was large scale firms who would be providing continuous project work across their property portfolio. To maintain this customer base, tight SLA’s needed to be adhered to… Show more Lawford Group is a building firm which I was co-founder. Due to the pandemic, decisive action was needed during the uncertain period to cross over to a different industry. Using the business skills accumulated over the years, the startup company was formed providing building services of all trades. The targeted customer base was large scale firms who would be providing continuous project work across their property portfolio. To maintain this customer base, tight SLA’s needed to be adhered to for response times of incoming requests, quotations and delivery times on projects. Using previous experience, process flows and automation has been implemented. The responsibilities of the Director position included; Business Development Management, Marketing, Financial Management, IT Management, Customer Relations and Human Resources. Show less Lawford Group is a building firm which I was co-founder. Due to the pandemic, decisive action was needed during the uncertain period to cross over to a different industry. Using the business skills accumulated over the years, the startup company was formed providing building services of all trades. The targeted customer base was large scale firms who would be providing continuous project work across their property portfolio. To maintain this customer base, tight SLA’s needed to be adhered to… Show more Lawford Group is a building firm which I was co-founder. Due to the pandemic, decisive action was needed during the uncertain period to cross over to a different industry. Using the business skills accumulated over the years, the startup company was formed providing building services of all trades. The targeted customer base was large scale firms who would be providing continuous project work across their property portfolio. To maintain this customer base, tight SLA’s needed to be adhered to for response times of incoming requests, quotations and delivery times on projects. Using previous experience, process flows and automation has been implemented. The responsibilities of the Director position included; Business Development Management, Marketing, Financial Management, IT Management, Customer Relations and Human Resources. Show less

Director

• Jun 2019 - Aug 2020

BeSolved specialise in the the build and implementation of IT Operating Models, using frameworks such as Service Management (ITSM) and ITIL. An evangelist forming key stakeholders for the implementation of Strategy, Change Management, Continual Service Improvement, Incident Management, Problem Management, CMDB, Service Catalogue. BeSolved specialise in the the build and implementation of IT Operating Models, using frameworks such as Service Management (ITSM) and ITIL. An evangelist forming key stakeholders for the implementation of Strategy, Change Management, Continual Service Improvement, Incident Management, Problem Management, CMDB, Service Catalogue.

IT Service Delivery Manager

• Jun 2018 - Jun 2019

The Service Delivery Manager position was responsible for the provision of exceptional, customer centric IT services across the whole portfolio of Hood Group IT services. This role manages I.T. service delivery across 3rd party suppliers and the business in a fast paced and demanding environment. Responsible for excellent service provision across a wide range of I.T. functions and works closely with operational and business managers on a day to day basis. The Service Delivery Manager position was responsible for the provision of exceptional, customer centric IT services across the whole portfolio of Hood Group IT services. This role manages I.T. service delivery across 3rd party suppliers and the business in a fast paced and demanding environment. Responsible for excellent service provision across a wide range of I.T. functions and works closely with operational and business managers on a day to day basis.

Service Delivery Manager

• Jul 2017 - Jun 2018

A multi-functional role, overseeing the majority of the operational aspect of the company. Working in a medium sized business, with a start-up environment. The purpose of the role was to reduce the amount of escalations from the support and project management teams, which was successfully achieved, while growing the team’s ability to operate their day to day service by using continual service improvement practices. A multi-functional role, overseeing the majority of the operational aspect of the company. Working in a medium sized business, with a start-up environment. The purpose of the role was to reduce the amount of escalations from the support and project management teams, which was successfully achieved, while growing the team’s ability to operate their day to day service by using continual service improvement practices.

Global Service Desk Manager

• Nov 2016 - Jun 2017

A continuation of the acquisition project, handing over to the technology owners of each aspect of IT services of Digital Realty. Involved in standing up a Service Desk Improvement Project. The focus was to improve scale of functionality and automation of the ticketing system whilst aligning the system with ITIL. The scale of work took in to consideration user experience, KPIs, demand and resourcing, CMDB, asset management and project tracking.

IT Networks Manager (contractor)

• May 2016 - Nov 2016

Contracting as IT Manager during the acquisition and migration period of TelecityGroup to Digital Realty. The role requires management of the internal IT infrastructure and the delivery of IT services whilst ensuring all services are delivered to the agreed capacity and performance targets in a cost effective and timely manner. The service as a whole is supplied by MSPs where an excellent relationship and supplier management is essential. A broad hands on role that requires the… Show more Contracting as IT Manager during the acquisition and migration period of TelecityGroup to Digital Realty. The role requires management of the internal IT infrastructure and the delivery of IT services whilst ensuring all services are delivered to the agreed capacity and performance targets in a cost effective and timely manner. The service as a whole is supplied by MSPs where an excellent relationship and supplier management is essential. A broad hands on role that requires the ability to take on a wide variety of tasks through the different phases of the acquisition. Fully involved in the sign off of the handover during the divestment phase, whilst being at the forefront of the migration in to Digital Realty's environment, maintaining a close association with the project management team of Digital Realty. Gaining ISO27001 certification during the acquisition.

Service Desk Manager

• Dec 2015 - Mar 2016

Managing the overall Service Desk activities, whilst directing consultants, scheduling incoming work and prioritising incidents. Acting as an escalation point for all customers including out of hour events. Having a hands on approach to all Service Desk tasks and responsibilities. Taking ownership of the ticketing and monitoring systems, acting as administrator whilst continually improving the service. Having regular 1:1 sessions with the Service Desk and Purchasing teams, whilst… Show more Managing the overall Service Desk activities, whilst directing consultants, scheduling incoming work and prioritising incidents. Acting as an escalation point for all customers including out of hour events. Having a hands on approach to all Service Desk tasks and responsibilities. Taking ownership of the ticketing and monitoring systems, acting as administrator whilst continually improving the service. Having regular 1:1 sessions with the Service Desk and Purchasing teams, whilst brainstorming new ideas for effectiveness and efficiency. Show less Managing the overall Service Desk activities, whilst directing consultants, scheduling incoming work and prioritising incidents. Acting as an escalation point for all customers including out of hour events. Having a hands on approach to all Service Desk tasks and responsibilities. Taking ownership of the ticketing and monitoring systems, acting as administrator whilst continually improving the service. Having regular 1:1 sessions with the Service Desk and Purchasing teams, whilst… Show more Managing the overall Service Desk activities, whilst directing consultants, scheduling incoming work and prioritising incidents. Acting as an escalation point for all customers including out of hour events. Having a hands on approach to all Service Desk tasks and responsibilities. Taking ownership of the ticketing and monitoring systems, acting as administrator whilst continually improving the service. Having regular 1:1 sessions with the Service Desk and Purchasing teams, whilst brainstorming new ideas for effectiveness and efficiency. Show less

NSOC Duty Manager

• Feb 2015 - Dec 2015

Managing, development (through regular 1:1s) and motivating the Engineering Team. Developing and expanding the size of the engineering team. Measuring, managing and standardising to continuously improve key activities and service to ultimately boost quality of service delivered to customers. Leading operational management improvements, whilst assigning ownership and supervising the initiative during implementation and their transition into live service. Ensuring procedures are… Show more Managing, development (through regular 1:1s) and motivating the Engineering Team. Developing and expanding the size of the engineering team. Measuring, managing and standardising to continuously improve key activities and service to ultimately boost quality of service delivered to customers. Leading operational management improvements, whilst assigning ownership and supervising the initiative during implementation and their transition into live service. Ensuring procedures are followed and that customer communications are completed and available for the customer in line with contracted service. Acting as first point of escalation for other management teams and for customers.

Service Desk Team Leader

• Feb 2014 - Feb 2015

Team leading across all levels of engineers across 24x7 service window, aligning all activities to industry standards. Manage the Desk to Desk service with customers. Accepting responsibilities above and beyond the Team Leader role filling in for the absence of the NOC Manager to sustain operational objectives. Design new services and making improvements of existing services, whilst leading prioritising and delegating workload to engineers. Regular 1:1 sessions with members of… Show more Team leading across all levels of engineers across 24x7 service window, aligning all activities to industry standards. Manage the Desk to Desk service with customers. Accepting responsibilities above and beyond the Team Leader role filling in for the absence of the NOC Manager to sustain operational objectives. Design new services and making improvements of existing services, whilst leading prioritising and delegating workload to engineers. Regular 1:1 sessions with members of the Level 1 team for performance reviews, career and skill progression. Managing and re-designing the 24x7 shift rota to obtain maximum efficiency and cost effectiveness of the service with the available resources.

Network Support Engineer

• Jun 2012 - Feb 2014

Worked to tight SLAs whilst performing troubleshooting and escalation processes, managing incidents, changes, reports and support documentation. The NOC team had full visibility of client’s network performance through Solarwinds Orion monitoring, and respond to triggered alerts, escalating the incident according to the SLA for the client. Responsible for providing Security Information and Event Management (SIEM), which is managed through Arcsight Enterprise Security Manager (ESM), an HP… Show more Worked to tight SLAs whilst performing troubleshooting and escalation processes, managing incidents, changes, reports and support documentation. The NOC team had full visibility of client’s network performance through Solarwinds Orion monitoring, and respond to triggered alerts, escalating the incident according to the SLA for the client. Responsible for providing Security Information and Event Management (SIEM), which is managed through Arcsight Enterprise Security Manager (ESM), an HP security solution. Technology Involved: Cisco Routers and Switches, Cisco ASA / IPS, Scansafe, Riverbed Steelhead, Checkpoint, Palo Alto, Arcsight ESM, SIEM, Active Directory

Project Associate

• Sep 2011 - Jun 2012

Contractor on behalf of Harvest Systems Transition project for the client, who were undergoing re-development of their head office. The project objective was to upgrade and restructure the client's network, and relocate the company from their temporary head office to their new bespoke building. Responsible for installing the network and telephone system using latest equipment on the market. During the transition over 1000 users had to be moved to the new location. Phase two… Show more Contractor on behalf of Harvest Systems Transition project for the client, who were undergoing re-development of their head office. The project objective was to upgrade and restructure the client's network, and relocate the company from their temporary head office to their new bespoke building. Responsible for installing the network and telephone system using latest equipment on the market. During the transition over 1000 users had to be moved to the new location. Phase two of the project was to decommission the IT infrastructure including routers, servers, rack cabinets and cable infrastructure from the old site. It had to be done by a tight deadline which was successfully achieved. Technology involved; Cisco, Mitel, Nexans, Polycom, VOIP

Support Engineer

• Mar 2008 - Sep 2011

Contractor on behalf of Harvest Systems Worked in various positions, starting as a Communications/Desktop Engineer, expanding in to more senior roles such as Project Associate and IT Consultancy. Supporting telephony systems, mobile phone service and video conferencing. Managed the support of internal office moves and changes. Owning audits on network infrastructure, telephone circuits and the TV distribution system. Physically built and support of a call centre for Rothschild… Show more Contractor on behalf of Harvest Systems Worked in various positions, starting as a Communications/Desktop Engineer, expanding in to more senior roles such as Project Associate and IT Consultancy. Supporting telephony systems, mobile phone service and video conferencing. Managed the support of internal office moves and changes. Owning audits on network infrastructure, telephone circuits and the TV distribution system. Physically built and support of a call centre for Rothschild, several times over, including the telephone systems and PCs. Technology involved; Cisco, Ethernet Cabling, BT Meridian, BT Exchange, CW 1308 Cabling, Tandberg, Polycom, Konftel, BES4/5, Blackberry, Dell Optiplex 520, 745, 780, 790, Windows XP, Windows 7, Microsoft Office 2007/10, Infra System, RSA Token, HP Printers.

IT Consultant

• Mar 2008 - Jun 2012

IT Rollout Engineer (Contractor)

• Nov 2007 - Mar 2008

Rollout project to upgrade old PCs for new, printers and screens on 46 sites in the Bromley area. This involved manually swapping old profiles to the new PCs, configuring networks, and configuring printers either stand alone, shared or on a network. As an additional service Richard diagnosed faults, whilst keeping the client informed on the next steps of the solutions, maintained PCs for optimum performance, and the prevention of future problems. Technology involved: Windows XP… Show more Rollout project to upgrade old PCs for new, printers and screens on 46 sites in the Bromley area. This involved manually swapping old profiles to the new PCs, configuring networks, and configuring printers either stand alone, shared or on a network. As an additional service Richard diagnosed faults, whilst keeping the client informed on the next steps of the solutions, maintained PCs for optimum performance, and the prevention of future problems. Technology involved: Windows XP, Windows Server 2003, Dell Optiplex 520, 745, HP Printers Show less Rollout project to upgrade old PCs for new, printers and screens on 46 sites in the Bromley area. This involved manually swapping old profiles to the new PCs, configuring networks, and configuring printers either stand alone, shared or on a network. As an additional service Richard diagnosed faults, whilst keeping the client informed on the next steps of the solutions, maintained PCs for optimum performance, and the prevention of future problems. Technology involved: Windows XP… Show more Rollout project to upgrade old PCs for new, printers and screens on 46 sites in the Bromley area. This involved manually swapping old profiles to the new PCs, configuring networks, and configuring printers either stand alone, shared or on a network. As an additional service Richard diagnosed faults, whilst keeping the client informed on the next steps of the solutions, maintained PCs for optimum performance, and the prevention of future problems. Technology involved: Windows XP, Windows Server 2003, Dell Optiplex 520, 745, HP Printers Show less