Andrew Cotter Email & Phone Number

Annesley, Nottinghamshire, Gb

• Performance management of team members by regularly reviewing and setting key objectives to ensure that all staff are performing to their full potential.• Reorganised the 1st 2nd and 3rd line teams to improve efficiency, team cohesion and cross training and to ensure better call to fix times and improve achievement of SLAs.• Introduced and documenting standard operating procedures which enabled the introduction of an ITIL change management process into both the development and infrastructure teams which also enabled the more efficient training of new or temporary staff.• Migrated all infrastructure servers and services to a virtualised resilient, fault tolerant VMWARE solution running on multiple HP blade centres, to reduce costs while improving the provision of services in an always on 24/7 client/customer/public facing e-procurement business.• Responsible for firewall and infrastructure security, so that PCI compliance and customer data security could be maintained, by liaising with external agencies such as Security Metrics, Semafone,Verifone.Capita.• Designed and implemented the Wi-Fi infrastructure in the warehouses that enabled the use of hand held terminals to increase productivity and reduce costs in the warehouse. This included the management of the 3rd party specialist suppliers and contractors.• Responsible for the successful implementation and management of the new hosted back office and contact centre telephony, call recording and agent management platform.• Designed and implemented an IL3-4 segregated secure network environment for government clients. This project involved the management of various 3rd party agencies and government departments.• Responsible for managing and developing client and 3rd party supplier relationships to ensure that the teams are client focussed providing the correct level of customer service to internal and external clients.• Responsible for the BSI 27001 and BSI 9001 certification process.

• Successfully managed the IT support team, defining individual and group key performance indicators, setting objectives, conducting regular appraisals and assessing training needs as part of the introduction of personal career development plans.• Instigated a helpdesk call logging and monitoring system to monitor fault levels, spot reoccurring fault patterns, set and monitor appropriate SLAs.• Maintained the IT support budget, keeping appropriate levels of equipment and maintaining relationships with key suppliers to enable just in time delivery of equipment.• Restructured the IT support dept, to provide a better level of customer service and faster call to fix times.• Designed and managed the implementation of a Cisco secure site to site and remote access VPN to improve access for 24 hour support and enable the fast opening or expansion of remote sales offices and provide network fault tolerance for the 18 UK office and 2 European offices.• Project managed the design and deployment of a resilient Microsoft terminal server environment across Europe and the migration of the core UNIX mail and database systems onto Microsoft Exchange 2003/Exchange 2007 with Blackberry Enterprise server & SQL 2000/SQL2005 using blade technology.• Instigated and developed a disaster recovery plan for key systems over multiple sites.

London, Gb

• Defined the technical strategy for the integration of new technologies into the existing technical infrastructure • Designed and implemented a secure remote access solution for 3i employees and contractors on a global basis using internet technologies. Significantly reduced the telecommunications cost by eliminating the costly dial back ISDN30 lines.• Replaced the Novell GroupWise email system with Microsoft exchange 2000 and Outlook in 3 data centres on 3 continents. This enabled my follow up projects; KVS email archiving, Blackberry PDA rollout, SharePoint and various 3rd party knowledge management solutions integration. • Provided technical support to the front line venture capital executives on a number of high tech business ventures, helping with investment plans, technical viability and business analysis. • Designed and implemented the Citrix MetaFrame infrastructure across 3 continents

Us

• Developed and implemented various tools for predicting over and under capacity in all their international operations, thus increasing production efficiency.• Designed and installed the company’s first Ethernet network and implemented Windows NT across the group. This work involved migrating the existing token ring infrastructure.• Implemented a company wide email strategy using Microsoft Exchange Server 5.5 and Outlook 97/98. This involved a successful data migration from the Lotus CCmail system. • Managed a small team of people responsible for the smooth running of the NT Servers in the remote European sites and the IT staff located in those locations.