Alex Pickard Email and Phone Number

I have now taken on the permanent position of Technology Delivery Manager, responsible for line managing the Software development teams and to manage Digital Support Team. The role also assigns and prioritises the workloads and development of both development teams directly, plus the Digital Support Team, through a team leader. I manage relationships with external partners as well as managing relationships and representing the technology business function internally. In all cases, I ensure continuity of service and strategic alignment. I act as technology lead within various business projects, particularly the huge expansion of the various digital products which comprise the CCUK digital footprint, as well as the development of associated systems, processes and personnel. I act as the deputy of the Technology Director, ensuring the smooth running of the CCUK Technology business function. I ensure documentation and review of internal process and tools, in order to provide continual service improvement.

I am currently undertaking a secondment to mange the CCUK software development team, reporting directly to the Technology Director. Tasked with reviewing working process and defining standards within the team, as well as liaising closely with the rest of the business. Also tasked with run the UK IT change board the managing the team day to day and their work load using the Scrum Agile methodology.

Until my current secondment, I was working in the Project Management Office delivering CCUK's change programme. I manage - and delivered work-streams on - a wide range of projects including: the development of a bespoke Digital Campaign Delivery system; adoption of the Salesforce.com CRM system ; organisational change & development, process mapping thought various mapping and locating cost reductions & process improvements in operational efficiency. I have also created detailed project plans for many of CCUK's key tenders.

Employed to manage the web development programme consisting of variety of projects for both Saga Holidays and sister company Titan Travel. Day to day responsibilities include:• Managing budgets of up to £120,000• Creating detailed project plans using a variety of methodologies• Requirement Gathering within varied business areas, creating process models• Ensuring accurate benefit measurement and realisation• Managing go-live of sites/developments• Stakeholder Management• Leading and mentoring project teams• Chairing weekly IT project update meeting

• Working as part of the desktop transformation project team, implementing Windows 7 in a Citrix XenDesktop / XenApp environment• Working on all stages of the project lifecycle using process and documentation in keeping with the PRINCE2 project management methodology.• Managing the creation of a company wide applications catalogue containing some 1,500 applications and versions and formulating a strategy to reduce this number down to one manageable for the switch to a virtual desktop environment.• Presenting project status reports to senior management on a monthly basis.• Extensively documenting existing Mitel and Nortel phone systems.• Training business stake-holders in configuration and usage of newly implemented systems and applications.• Configuration of networks for International office relocation • Installation, configuration and trouble shooting of Cisco, Nortel and 3Com switches. Cisco router configuration and trouble shooting.

3rd line support for Mitel and Nortel telephony estate. Mitel SX2000, Mitel 3300 and Nortel CS1000 systems.End to end implementation of Nortel Contact Centre 7 system to replace an existing Mitel/Apropos call centreManaging relationships and support with 3rd party providers and partnersManagement of post go-live project work, coordinating IT, business and 3rd party resources to resolve project snagging list and transition to full BAU support.Network and telephony patchingEnd to end management of server backups

*Overview of Role/Achievement/Progression*Providing 2nd and 3rd line technical support for the London head office, as well as for regional offices around the UK and Ireland for the Novell/Microsoft environment.Resolution of application and networking faultsLeading Software/hardware rollout projects to both the London and regional officesBasic administration of Mitel SX2000 and 3300 VOIP phone systems across City & Guilds offices within UK and Ireland.System administration including password resets, user groups, profiles and policies for a mixed Active Directory and Novell eDirectory (Console One) estate.Creation of Standard images using Zen imaging and Ghost imaging. Policy creation, application packaging, login script creation within Novell environment.Products/platforms supported: Windows Vista, Windows XP, Windows 2000, MS Active Directory 2003, MS Office 2000-2007, MS Exchange, Mitel VOIP Configuration/administration/support, Novell Zenworks administration Novell Console One, Citrix Remote access, HP printers, NDPS printing setup/administration, Aladdin E-token administration/support, Xerox Desktop Scanning.Harvey Nash Plc

Internal promotion within IT departmentProvide 2nd line support for an international client base; Holland and the US).Hardware and software system builds, installations, moves and repairs.SOE imaging using ZEN4 & ZEN6.Resolving application and networking faultsGeneral system administration including password resets, user groups, profiles and policies for both Active Directory and Netware 6.Products supported: Windows 95 through XP workstations, Novell client 4.9, Office 2000/2003, Windows 2000 server, Novell Netware Admin, Active Directory, Outlook 98/2003, Exchange, Filefinder, Remote Desktop, Symantec PC Anywhere.Harvey Nash

Internal transfer and promotion into the IT departmentProviding 1st line telephone support to 500 users based across 10 sites (3 UK and 7 International) on a shift rota basis.Support and troubleshooting of MS Office, GroupWise and Outlook email. Novel Netware user account creation, deletion and password resets. Phone system support and troubleshooting. Escalation of complex issues to 2nd and 3rd line support teams.

*Overview of Role/Achievement/Progession*Inputting contractor timesheets onto the system. Management of contractor, client and sales staff queriesContractors Payroll - payment by BACS & CHAPS for up to 200 contractors. Calculating VAT Payments, monthly client billing. Production of reports for clients and management.

During this role I developed my communication skills working in a high-pressure environmentA broad range of responsibilities to help ensure the smooth running of a fast paced sales environment.Logging of information and generation of reports.Office moves and changes, and ad hoc cover of other positions within the company.