SaaS IT Custodian

• Jan 2022 - Present

Team Leader/System Administrator

• Feb 2014 - Sep 2020

In my role at QMUL I’ve especially drawn and built upon the 6 years technical and CRM experience gained at Sisys in demand, planning, change & IT operations management to drive improvement in the services I support, most importantly for Echo360. When I began there were many issues caused by rapid expansion of our Echo360 system.. I devised a three part strategy to achieve the major improvements I passionately believed were essential to address staff and student feedback and also meet QMUL’s broader long term goals. I persuaded the Director of App's to support my strategy and to fund the Projects necessary to implement it. In 2018 I capitalised on the CRM experience I’d gained in my last 2 roles and obtained a formal certification, becoming a qualified Business Relationship Management Professional. Effective demand management and IT operations management were key in ensuring the Echo360 service was able to handle the demands placed upon it by students & staff. I worked to improve the efficiency of the processing of lectures so that we could handle greater number at peak times. Achieved by working closely with infrastructure teams to identify and resolve issues and determine effective solutions. After moving to SaaS version in 2018 I worked with Procurement and Asst. Dir App’s to negotiate with the vendor to plan for the next 5 years, so that we could benefit from cost savings by signing up for a 5 year deal. Change management has been absolutely key in maintaining and servicing all the high profile student facing applications I’ve supported. Not just Echo360 but also Kaltura Media Service, Ivanti and others. Whilst Echo360 was internally hosted, I negotiated with Academic and IT staff to perform regular upgrades to newer versions of the software. Show less

London Customer Relationship Manager and Support Enginee

• Jul 2007 - Dec 2013

Prior to QMUL I spent 7 years at Dorset based software hose Sisys Ltd (who made site access management systems) as their crm and support engineer. I was solely responsible for supporting the company’s highest profile sites representing a significant proportion of the of the companies turnover, including FCO Ministry of Defence Transport For London Security services; IBM and ITV. All sites had multiple stakeholders to manage, often with competing priorities. When first appointed my task was clear, improve the support experience of our London customers, where satisfaction was low and as a result contract renewal negotiations were often difficult and protracted. So the key first priority for me was to quickly develop excellent working relationships with customer site staff at all levels and across many departments. I accomplished this through quickly delivering for my customers performing my core duties of installs and upgrades, negotiating SLA’s, scoping and implementing new requirements and bespoke functionality, underpinned by effective use of ITIL methodologies such as demand, planning, change, and IT operations management to help drive continual service improvement. Within a few months I began to receive positive feedback directly from my customers, which was later borne out in customer satisfaction surveys which after a year to 18 months showed all sites now felt their expectations were met but more often exceeded, this translated into less protracted contact renewals with 2 sites, FCO and TFL opting to move to 2 year contracts. My effectiveness helped secure just over 40% of the company’s annual turnover Show less

Server/Desktop Support Technician

• Jan 2007 - Jul 2007

Part of a team providing on-site and telephone support to 100+ servers & users across the world Technical support for Windows 2003 server clusters Second line support of remote and onsite users including trading floor staff Windows and Exchange user administration in Active Directory Remote application installation, management and support via Citrix. Part of a team providing on-site and telephone support to 100+ servers & users across the world Technical support for Windows 2003 server clusters Second line support of remote and onsite users including trading floor staff Windows and Exchange user administration in Active Directory Remote application installation, management and support via Citrix.

Desktop/Server Support Contractor

• Jan 2006 - Jan 2007

Team engineer supporting 550 users situated across 8 split sites, migrating operating systems from NT to XP and MS Server 2000 to 2003. User administration via Windows Active Directory plus application installs using Microsoft Systems Management Server Rolled out Citrix thin clients across all 550 desktops & laptops Team engineer supporting 550 users situated across 8 split sites, migrating operating systems from NT to XP and MS Server 2000 to 2003. User administration via Windows Active Directory plus application installs using Microsoft Systems Management Server Rolled out Citrix thin clients across all 550 desktops & laptops

3rd line Infrastructure Engineer

• Jun 2005 - Dec 2005

3rd-line infrastructure field engineer on a government-driven nationwide project (National Programme for IT, Choose and Book) upgrading technology in 30,000 surgeries across the South East of England. Built Windows servers, connecting devices to the NHS network backbone, requiring network infrastructure troubleshooting skills. Installed Microsoft Message Queuing, web and database servers (Apache Tomcat and mySQL) and bespoke XML application software (EBXML) as well as Microsoft .NET framework, mail server gateways ("Vision"). Show less