-Responsible for managing and developing the Deskside IT infrastructure for 13 sites in the UK and Ireland, which combined have over 1400 users.-Manage a team of 7 field-based desktop engineers and a telephony infrastructure manager.-Work closely with the Service Delivery Manager and other key state holders to ensure the services provided by the are in line with the business's objectives.-Continual service improvement, maturing and developing processes and procedures to increase efficiency and better user experience.- Managing user escalations and implementing effective solutions that drive service quality improvements, including identifying root causes of issues, working closely with cross-functional teams, and delivering measurable enhancements through process improvements, system enhancements, and training initiative- Accountable for managing all server/comms rooms in the region, overseeing the physical security and integrity of the facilities, as well as ensuring that each room has diverse network and power connections to maintain reliable operations.Projects undertaken at Pladis-Represented IT in the design of Pladis' new functional headquarters, with a key focus on ensuring the building was efficient and effective for the company's needs. Collaborated with stakeholders to create a modern, innovative, and collaborative space, incorporating best-in-class technology. Oversaw a £1.6 million IT budget for the 27,000 sqft office, ensuring project was delivered on time and budget following the RIBA methodology. - Successfully restored Pladis' failing 2nd line desktop support services at the company's HQ by implementing new policies and procedures for the team, establishing strong governance around ticket management, and driving a culture of accountability and performance excellence. Effectively changed the perception of the team among colleagues and VIP stakeholders, earning recognition for exceptional service delivery.

Direct and manage a team who support over 2000 Public sector and 500 Private (BPO) client users at the arvato Slough site. This includes managing a team of Service Desk Analysts who are responsible for 1st line and 2nd line support issues, incident management, problem management, service request management and IT asset management.

Based at the Head Office, I work within IT Operations team providing support for all of The Dune Group systems with responsibilities ranging from day to day support of network and server infrastructure to core project work and delivery.

I was given the opportunity by my university to complete a 12 month Industrial Placement as a Network Technician, to contribute towards my Computer Science degree. At the end of my 12month placement, I was offered a part time contract while I was studying my final year at university and a full time employment for when I had completed my degree. I administer user access and permissions to desktops on the domain and also users accessing the network via the internet using Citrix or other secure web applications.Recently we have upgraded our servers from Windows Server 2003 to Windows Server 2008 and have experience in configuring and maintaining both. I have administrated Active Directory, DHCP reservations and scopes and Exchange 2007 and 2010. I have been supporting users on Windows XP, assisted them with the transition to Windows 7 as we upgraded the system. I have dealt with basic user queries to more complex (third line) issues where I have had to modify System Registries to resolve software conflicts. I have studied project management methodologies such as PRINCE2 at university and understand the input, outputs and setting out specific goals for monitoring/controlling resources. I have successfully project managed the upgrade of the phone systems and also currently I am working on next year’s hardware refresh project.