My current role of Service Delivery Manager sees me manage a team of 7 IT technicians in both 1st and 2nd line roles, as well as 2nd line field support. I look after their training and development both, performing regular reviews and creating personal development goals with each individual to maximise their efficiency. Working closely with the MD of the company, I help implement new strategies and processes, managing the team and myself against set KPIs. This ensures that both myself and my team are always able to overcome new challenges, meet and exceed SLAs, and aid the business in its continued growth. In addition to this I also handle all the 3rd line support that is escalated from my team.

Key Skills and Technical Experience - Active Directory and Microsoft Exchange on Windows Server 2003-2016- Avaya IP500 implementation and troubleshooting including SIP trunk configuration- Network implementation and troubleshooting- Office 365 implementation/migration and administration- WatchGuard firewall installation and administration.- Trend WFBS and HES Installation and administration- Mimecast mail security installation- Experience with Virtual environments (Hyper-V and Oracle VirtualBox)- Advance Windows operating system troubleshooting - Disaster recovery utilising StorageCraft technologiesRoles undertaken in chronological orderStarted as customer service assistant (1 month)1st line Support technician (1 year)2nd line Support and on-site technician (3 years)3rd line & Project engineer (7 months to date)Current Duties included- Administering and designing LANs, WANs and voice networks.- Communicating with clients regarding both support and project issues- 24 hours on-call IT engineer- Troubleshooting Windows desktop and server operating system. - Project management – Office 365 implementation, Phone system installation, Office Moves, Server 2008 and 2012 installation and Firewall installations.- Storage Craft installation including regular disaster recovery demonstrations - Supporting escalated issues from helpdesk.