Stewart Green
Technical Support Manager at HTEC Ltd.- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Rik Muschamp
I have worked with Stew at two companies and wouldn't hesitate to work with him again. He is a hard worker who devotes himself to understanding the detail and coming up with creative solutions. He is also a respectful manager who values people and helps them to grow.
Adam Whitby
Stewart has helped me develop my career since I joined Nisa during the time I was on 1st line but most importantly when I became a Team Leader. Stewart has helped my develop as a junior manager, giving me lots of tips and tricks to progress my career. I can’t thank Stewart enough for the help and support he has provided whilst he has been my manager. He is an asset to any company and is a brilliant team manager with fantastic technical skills.
Rik Muschamp
I have worked with Stew at two companies and wouldn't hesitate to work with him again. He is a hard worker who devotes himself to understanding the detail and coming up with creative solutions. He is also a respectful manager who values people and helps them to grow.
Adam Whitby
Stewart has helped me develop my career since I joined Nisa during the time I was on 1st line but most importantly when I became a Team Leader. Stewart has helped my develop as a junior manager, giving me lots of tips and tricks to progress my career. I can’t thank Stewart enough for the help and support he has provided whilst he has been my manager. He is an asset to any company and is a brilliant team manager with fantastic technical skills.
Rik Muschamp
I have worked with Stew at two companies and wouldn't hesitate to work with him again. He is a hard worker who devotes himself to understanding the detail and coming up with creative solutions. He is also a respectful manager who values people and helps them to grow.
Adam Whitby
Stewart has helped me develop my career since I joined Nisa during the time I was on 1st line but most importantly when I became a Team Leader. Stewart has helped my develop as a junior manager, giving me lots of tips and tricks to progress my career. I can’t thank Stewart enough for the help and support he has provided whilst he has been my manager. He is an asset to any company and is a brilliant team manager with fantastic technical skills.
Rik Muschamp
I have worked with Stew at two companies and wouldn't hesitate to work with him again. He is a hard worker who devotes himself to understanding the detail and coming up with creative solutions. He is also a respectful manager who values people and helps them to grow.
Adam Whitby
Stewart has helped me develop my career since I joined Nisa during the time I was on 1st line but most importantly when I became a Team Leader. Stewart has helped my develop as a junior manager, giving me lots of tips and tricks to progress my career. I can’t thank Stewart enough for the help and support he has provided whilst he has been my manager. He is an asset to any company and is a brilliant team manager with fantastic technical skills.
Credentials
-
ITIL Service Transition - Intermediate
BCSNov, 2017- Oct, 2024 -
ITIL Service Operation - Intermediate
BCSJul, 2017- Oct, 2024 -
ITIL Foundation v3
-
Experience
-
htec
-
United Kingdom
-
IT Services and IT Consulting
-
100 - 200 Employee
-
Technical Support Manager
-
Oct 2019 - Present
An 8 person specialist team of product experts, training them in automation to deliver software at pace in a controlled and safe manner.Managing up to 10 projects simultaneously and the transition of custom software from development into service, ensuring clear communication occurs between the development, test and bau service teams to ensure successful pilots and software delivery into high profile customers.Developing and delivering scripts in PowerShell to facilitate automated deployment of bespoke and off the shelf software to approximately 4000 devicesLiaising with customers to ensure pilots and deployments are delivered via their internal processes and in line with their CAB’s.Developing management dashboards with pertinent data to assist the Service team in managing its estateDeploying various software including bespoke POS software, remote management software and telemetry collation softwareLiaising with engineering to ensure they have the latest up to date software for each customer.Creating technical solutions for high priority incidents and situations including working with the service improvement team on recurring issues
-
-
Retail Team Manager - Development
-
Feb 2018 - Oct 2019
Leading several teams in the SDLC including payments, legacy POS systems, Next Gen POS systems equating to approximately 30 – 40 developers and test engineers.Overseeing the agile development methodology and ensuring its implementation and driving improvement in the process where appropriateDeveloping and maintaining the relationship between Sales, Product and Service teams with the development team and ensuring the correct business priority was driven to the appropriate development team to realise additional revenue or protect Htec from software bugs that threatened financial or reputational damage.Coaching and addressing poor performance through the Htec management process, building an honest no blame culture that thrives on improvement Implement cost saving solutions by implementing new industry standard tools such as Jira and ConfluenceCommunicating to key stakeholder’s development design decisions to ensure business support when dealing with technical debtImplementing “no go” gate processes to improve the quality of releases delivered to ServiceImplemented a development support unit that could react quickly to high priority issues and therefore improving customer satisfaction
-
-
-
Nisa Retail
-
United Kingdom
-
Wholesale
-
700 & Above Employee
-
IT Service Desk Manager
-
Feb 2014 - Feb 2018
Leading and managing a team of 15 which includes analysts at 1st, 2nd and 3rd line level in supporting 15,000 hardware assets across 450 locations. Utilising a managerial and technical background to ensure ITIL based incident, asset, change and problem management processes are carried out. Current supporting Windows (XP, XP Embedded,Server 2003, 7, POSReady 7, 8.1 and 10), Active Directory, SQL 89/92, T-SQL, Networking, VPN, AV and bespoke systems such as the Nisa EPOS systems.Creating and ensuring SLAs are both actively monitored and delivered.Developing and ensuring KPIs for handling and dealing with incidents, problems, access requests and training requests are met and performance is communicated to key stake holders.Recognising capacity and demand requirements to ensure efficiency is balanced between meeting SLAs and the cost of service.Project managing minor and major software upgrades to POS software and implementing support tools such as Topdesk to ensure they are met on time and meet the appropriate quality standards.Communicating effectively with all levels within the organisation and customers including high profile customers; including dealing with escalations.Utilising programming skills to develop and maintain an SLA monitoring solution and other reporting needs in PHP.Developing team players and promoting internally where appropriate and applicable.Utilising the ITIL framework to drive towards best practise and continual service improvement.
-
-
2nd Line Technical Analyst
-
Feb 2012 - Feb 2014
Responding to and resolving escalations from 1st Line.Using SQL to query progress database and repair data where necessary.Responsible for VIP members or members with multiple issues and resolving there incidentsResponsible for logging defects and enhancements Support customers with bespoke multi-site, fuel and grocery POS systems.Support bespoke ISP solution with VPNUsed C# to develop small applications to assist 1st line and with deployments where necessary.
-
-
1st Line Technical Analyst
-
May 2010 - Feb 2012
Recording incidents on HelpDeskDealing with incidents, problems and complaints from phone and email.Escalating issues where appropriate.Use Remote Desktop software to support all nature of computing queries, e.g. Printer setup, virus removal, POS support.Supporting a bespoke ISP using VPN.Supporting other handheld ordering systems.
-
-
Education
-
2010 - 2013
North Lindsey College
FdSc, Computer Science -
1991 - 1996
Thomas Sumpter
Community
