#Managed Services#Cloud Solutions#Recruitment#Virtualization#IT Security#Web Services#VOIP#Office Relocation

Key team player with twenty years experience working within the IT industry in a range of highly pressurised and result driven environments leading teams as well as work independently. Excellent communication skill’s both oral and written, experience of Information Systems enable me to understand the importance of meeting business needs ensuring all area are covered. Ability to meet deadlines; working under pressure, good analytical and technical solving skills

Contracting for T-systems as Senior Incident Manager Operating on a (24x7) shift pattern, producing clear & concise action plans for incident's to be resolved and control the situation, actions, timeframes communications being sent to customers track Incident & next steps for resolution• Ensure that service delivery and availability, performance meet published SL A. • Flag where these incidents cannot be engaged before SLA is breached• Ensure that OLA is achieved with the internal / external resolver groups and closely monitored / communicated / escalated any deviance from the agreed standards.• Communicate / escalate on Sev1 / Sev2 issues ensuring that the communication process SLA / OLA's are adhered too• Document Recovery steps post Incident to build a knowledge base & recommend improvements on the Incident process through its evolution cycle• Lasing with third party customers / suppliers• Engaging technical support teams to identify root cause• Identify critical business impact of incident• Responsible for conducting the review of current practice within the Incident Management process and formulating improvement plans for sanction and implementation. • Managing the recovery of contracted services for Orange & T-Mobile, leading technical teams, communicating action plans and progress updates, ensuring full control of the incident through to resolution

Part of technical engineering, team training and mentoring providing 1st, 2nd 3rd & 4th line support to 8000 plus members of staff• Administering all features of active directory & Group Policy• Supporting Ms Office 2007 suite• Supporting VB macros• Ownership of service request’s logged & raised CR’s• Configuring and supporting mobile devices • Administration of Blackberry Enterprise server• Training users • Administering and supporting CUCM• Installing hardware / software• Setting up presentations for internal users and external share holders• Heading up and conducting internal office moves• Administering all features of Ms Exchange • Assigning share permissions • Data recovery and Migration• Incident management design process• Change management• Service delivery and implementation of UPS devices for venues • Monitoring off all on venue server rooms and UPS devices• Training & mentoring of thirteen in-turns• Tracking and monitoring incidents, along with monitoring and resolving of all technical issues raised by users and third party suppliers• Ensuring that OLA’s/SLA were met in given time frame, updating all parties where and when necessary• Communicate and escalate Incidents to major incident manager if and when necessary• Produce action plans for during the incidents, controlling the situation within given timelines.• Build, configure and support of desktop’s and servers for HQ office use and on-venue