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.• Developed a Python-based vulnerability management addon to the CMDB to match new or changed NIST vulnerabilities (CVE) to customer CI using NIST CPE values so that our customers are notified of new vulnerabilities that affect their equipment.• Developed a new ‘Monitoring as a Service' based on the ScienceLogic platform.• I am currently developing event-based automation and designing business service views within ScienceLogic for our clients.• Developed custom API monitors and CMDB data-gathering Python applications

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 names like IKEA, P&O & RFU.• 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, created an issue diagnosis process based on Kepner Tregoe, run ITIL foundation training and I am currently developing a Security Operations Centre capability.• 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 and Emergency change.• 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.• Managed an end user service desk function for P&O Ferries.• I believe that all services can be improved and I ensure that continual service improvement plans are developed and executed. I like to analyse data to gain new insights that enable me to make better decisions.

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 40% less budget.• 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 Partnership.• 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 out of them.• 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.• I was a key in the development of the Damovo Client Innovation Centre which was opened by Sir• Francis Maude MP in October 2013• I developed close relationships with customers, 3rd parties, vendors & suppliers through clear communication and by understanding their needs.• As a member of the Portfolio Steering Group I researched market trends and tried to predict areas that had the potential for growing the business, such as the Internet of Everything and the “API Economy”. Processes must be reviewed regularly and be relevant. I was the process owner for Incident & Problem Management, Event, Capacity and Availability Management.

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).• Responsible for maintaining and updating EDS NOC support processes• Negotiated with global client facing teams to bring and keep them on-board during transition Network Security Administrator 2003 – 2004• Supported client firewall environments (Checkpoint, ISS RealSecure, RSA SecureID), implementation project work, initiated and completed projects to automate and streamline firewall management processes using Perl. Network Administrator (Ericsson UK) 2000 – 2003• Supported LAN and WAN infrastructure (large Cisco network) and network management and reporting tools (HP OpenView NNM, CiscoWorks, MRTG & Cisco NetFlow). Project managed, from design to successful completion, a number of high-profile network projects including designing and implementing a first corporate VPN over the UK GPRS network for Vodafone UK.

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• Managed implementation of new helpdesk ticketing system• Developed key web applications using Perl• Developed Core Laboratories Global Intranet• Initiated liaison between Core Laboratories group of companies I.T. staff Geologist & Systems Administrator 1989 – 1993• Head of a team of two Geological Technical Assistants and responsible for support of I.T. infrastructure. Developed Excel add-on module for oil reservoir statistics.