Andy Roughton Email & Phone Number

Hove, GB

Leatherhead

• Definition, documentation and management of Cisilion Service Portfolio, which has increased Managed Service revenue and made happier customers.
• Owner of service tools, responsible for the roll-out, integration, automation and optimisation. I have rolled out ScienceLogic to 30+ clients > 17000 devices.
• Created and updated a managed service cost calculator to provide quotations.
• Developed a Python API application to integrate ScienceLogic Event and Asset data into the bespoke Cisilion ITSM tool and CMDB.
• Worked with our Client Success Management team to introduce a new forward-looking service reporting presentation and methodology.
• Designed new Change and per-ticket CSAT modules within the ITSM tool.

Brighton, United Kingdom

• Support Services Manager leading a team of thirteen network engineers, providing Networking, Security, Datacentre and Collaboration support from a manned 24x7 service centre to over 100 customers, including household.
• Responsible for designing and developing the Ideal Support Services and the ITIL processes that deliver services of the highest standards.
• Developed our service management and reporting capabilities, gathered customer feedback using a combination of Customer Thermometer and quickfire CSAT surveys. Introduced and developed a new ticket management platform.
• I introduced and managed a new monitoring toolset (CA UIM) so that Ideal had a market-leading solution to launch innovative advanced monitoring services for customers.
• Setup and operated Change Management processes to minimise impact and risk. Designed processes for both internal as well as bespoke processes to dovetail into customer change management processes for Standard, Normal.
• People are the vital ingredient and I selected excellent engineers which I constantly encouraged to develop by setting and regularly reviewing goals in monthly 1-2-1’s.

Horsham

• Operational Support Manager leading a team of twelve operational support / implementation engineers. I was a major contributor to initiatives that increased performance against SLA & KPI with fewer resources and with.
• Working with the Damovo Sales, Marketing and Commercial teams I helped grow the Damovo Cisco Practice revenue by 15% in my last twelve months in the role.
• My team achieved new Cisco accreditations (ATP Identify Service Engine, ATP TelePresence & ATP EnergyWise), Global Managed Service Provider and Cisco Gold Star for Service Excellence, while maintaining Cisco Gold.
• To manage and develop the team, I conducted regular team meetings and 1-2-1’s. The team of twelve Cisco Practice engineers ranged from CCIE experts to more junior positions, so I used different methods to get the best.
• Developed and managed 'Monitoring as a Service' using Zyrion Traverse.
• I delivered customer presentations both internally and to external customers about the Damovo support capabilities.

London, United Kingdom

• Network support (Cisco ASA, PIX, 4500, 3750, 2800, 1800, Bluecoat Packetshaper)
• Network audit and support documentation creation
• Network monitoring tool and performance reporting configuration (Nimsoft)
• Project work – Cisco switch, router and firewall installation. IPSLA & NetFlow configuration

• Transition Manager and Network Architect 2004 – 2009
• Transitioned UK network clients into EDS EMEA and global NOC.
• Project manager and engineering lead for network NOC client transitions
• Responsible for UK network monitoring and management architectures (toolset included IBM NetView,
• IBM NetCool, CA Spectrum, HP OpenView, CiscoWorks)
• Responsible for EMEA network performance reporting service definition (toolset included EHealth & Infovista).

Croydon, United Kingdom

• Head of Systems Administration 1993 – 2000
• Leader of a team of four Systems Administrators responsible for all corporate I.T. support requirements.
• Head of support team, providing all corporate I.T. support
• Project managed three office moves
• Managed purchasing, implementation and configuration of Sun Solaris, MS Windows, Cisco,
• Checkpoint firewall & VPN infrastructure