Billy Long Email & Phone Number

Nottingham, Gb

Newark-On-Trent, England, United Kingdom

Worksop

Northampton, United Kingdom

Responsible for day-to-day resolution and management of staff support calls and email tickets, handling and managing software and hardware upgrade projects from beginning to end and maintaining software and hardware on-site daily.- Support of 200 users across 4 full offices and 1 satellite office- Assisted the migration of all users within the business from a Citrix Metaframe environment (Server 2003) to Remote Desktop Services (Server 2012 R2)- Overseeing full IT infrastructure including but not limited to 4 domain controllers, site-to-site links, mail servers, 17 terminal servers (14 Citrix servers & 3 Remote Desktop Services servers), file servers, UPS’, switches, links between sites and network routing (switches/patching).- Ensuring Windows server backups (on-site) run correctly- New user setups/changes/removals- User training/introduction to using the IT equipment/systems- Production and maintenance of user guides- Desktop, boardroom & infrastructure equipment purchases, preparation & installations- Workspace setups for new users/moves for existing users- Home visits for home working infrastructure support- Hardware replacements on desktops/laptops/servers- Support/servicing of printers (HP, Brother and Samsung) and Xerox fax machines- Desk (Mitel) and mobile (iPhone/Android/Windows) phone maintenance and support

Kimbolton Industrial Estate, Kimbolton

Responsible for managing projects, application development, customer relations and maintaining efficiency of software solutions provided to customers.- Successfully completed management of projects involving an online application inherited from a leading UK-based home improvement and garden store.- Creating detailed functional specifications for internal and/or external developments for new and existing applications.- Supporting users (internal/external office, home, and roaming) with all issues they are faced with, escalating to development where required.- Liaising with customers to gain an excellent understanding of new business requirements in order to develop applications to fit their needs- Quality Assurance testing developments/enhancements for new/existing desktop, web and mobile software- Creating and maintaining training documentation for internal and/or external use- Organising software releases, customer release documentation specifying changes made in the software version (where applicable) and deploying without fault within the timescales previously agreed with the customer- Ensuring that Knowledge Base articles are created and maintained to ensure support of Ideal Host’s software solutions and 3rd party applications- Performing hardware checks and maintenance upon servers, desktop/laptop PCs, and mobile devices- Attending meetings with customers around the UK based on business continuity, future development and outstanding support issues- Preparing and performing individual/group training sessions to ensure all internal/customer staff are able to gain knowledge of and fully utilize all functions of the software provided by Ideal Host (including any 3rd party applications that may be used with the software)

Kettering, Northamptonshire

- Co-lead the migration of ICE’s Denmark, Finland, France, Germany, Portugal, Spain and Sweden markets from the “Jack” travel application to Dolphin Travel Manager.- Maintained system integrity within all travel applications used within the company.- Worked closely with the US IT Department to ensure IT strategy is implemented in Europe- Diagnosed and resolved issues with applications, logging causes and resolutions to problems for internal IT records using the FrontRange HEAT Incident management tool.- Maintained data integrity for all sales across 12 European markets- Developed internal business tools/procedures to improve efficiency to maintain data and sales integrity and enforce business rules within the call centres (UK, Ireland, Spain and Portugal)- Reviewed new client’s requirements and how they will fit into the travel applications- Created simple, repeatable processes for new and existing business partners ensuring that appropriate documentation is produced and distributed primarily using SharePoint- Ensured daily/weekly/monthly reports are ran and provided to the people required within a set time limit.- Used OANDA to update exchange rates in relevant travel applications & tools monthly within a set time limit.- Managed external travel and business application contacts, ensuring updates/bug fixes/enhancements are being handled & completed in good time, synchronised with a demanding, fast turn-over company mentality.- Assisted in project management, acting as the IT representative for company wide initiatives.- Ensured new users are set-up before their start date in their job role, have correct security permissions and have access to all required systems.- Tested website functionality upgrades for release to live database(s), ensuring XML-feeds from external supplier websites and GDS based application results are not affected by any changes.

Kettering, Northamptonshire

Kettering, Northamptonshire

Handling customer calls, general calls involving queries regarding documentation/invoices.Sending customer documentation within a set deadline.Calling suppliers to query inconsistencies and advise of a customer question.Checking supplier invoice against system booking information to ensure consistency and eliminate any inconsistencies between the two.