Nigel Bragg Email & Phone Number

Bracknell, Gb

Newbury, Berkshire, Gb

✓ Worked closely with service desk MSPs to ensure service levels were met. Attended regular service review meetings to monitor service desk metrics and suggest improvements.✓ Worked as a key decision maker on projects to insource and outsource IT Service Desks and change MSPs. ✓ Maintain strategic relationships with stakeholders to ensure their support needs are met at key periods throughout the year.✓ Responsible for a team of 13 support staff located across Europe, Americas, and APAC. Set team and individual objectives. Conduct development and performance reviews.✓ Successfully introduced a new ITIL-aligned ITSM software solution to manage the IT Service Desk requests, asset management, and change management.✓ Introduced a ticket review process to deliver a consistent message and high level of service across the team.✓ Work closely with the IT Service Desk Manager to monitor the ticket queues and confirm that SLA’s and KPI’s are adhered to. Produce monthly reports for the IT Management Team. ✓ Experience in recruiting IT management and global IT administrator roles.✓ Assist the Head of Department with planning the long-term vision of the IT service team and how that integrates with larger department goals. Assist with budget planning and forecasting.✓ Led a project to manage the organisations Microsoft licenses saving the company over £40,000.✓ Successfully migrated over 600 users globally from an expensive cloud VoIP platform and local PBX systems to Microsoft Teams voice calling saving the business over $100,000 annually.✓ Increased security within the business by moving over 500 staff to a strong Multi-Factor Authentication (MFA) model using an authenticator app. Communicated the change to the business and worked with the IT team to prepare documentation for staff.

Hook, Hampshire, Gb

✓ Changed the work structure of the team to tackle a large backlog of unassigned support tickets. Prioritised the tickets depending on category, creation date, and key stakeholders.✓ Reviewed and automated the network operations centre (NOC) monitoring and alerting. Automated, outsourced and removed checks to streamline the work process and allow the team to work smarter and complete other tasks✓ Implemented a new starter, leaver and movers process to introduce consistency and deliver a high level of service to the business.✓ Managed the IT Service Support team of 7 onsite engineers. Assigned team and individual objectives. Conducted development and performance reviews, coaching and mentoring.✓ Attended weekly IT management meetings. Presented incident and service request call figures, escalated calls and project work.✓ Successfully updated the team’s knowledge base which resulted in a consistent service being delivered across the team and faster ticket resolution times.✓ Sat on the Change Management Board and attend bi-weekly meetings to discuss submitted change requests.

Wimbledon, London, Gb

✓ Managed the IT Operations team, set team and individual objectives. Conducted development and performance reviews, coaching and mentoring.✓ Assisted the Head of Department with the preparation of cost budgets and forecasts.✓ Acted as Change Manager for the business. Sat on the change management board and chaired bi-weekly meetings. Introduced an automated change management solution to replace the paper based system.✓ Proactively manage external support company. Held monthly meetings, monitoring support call numbers and patterns, and ensure that agreed SLAs were adhered to. ✓ Successfully on-boarded a new managed service provider which led to an improved service for the business.✓ Provided onsite project management assistance during an outsourced project to replace 400 desktop PC’s and introduce 100 new laptops and tablets.✓ Successfully implemented FollowMe printing, which reduced print service desk calls by 60%, reduced costs, and increased security.✓ Worked with a 3rd party provider to replace the wireless network which led to an improved customer experience, increased Wi-Fi coverage, security, and network speed. The project was delivered on-time and within budget.✓ Managed a project to upgrade the email system to Exchange 2013. Downtime was restricted to the weekend so the impact to staff was minimal. The upgrade went smoothly and gave staff greater flexibility when working remotely. Public Folders were reduced by 40% during the migration.✓ Increased security within the business with the introduction of a best practise desktop policy and mobile device management (MDM) using AirWatch. ✓ Worked with the Infrastructure Manager to create a model which would allow CIPD to easily connect current and future remote offices. The model has been successfully used to connect three international offices.

Wimbledon, London, Gb

✓ Was technical lead for an email upgrade project. The project to upgrade Exchange 2003 to 2007 was delivered on-time. Downtime was restricted to the weekend so the impact to staff was minimal.✓ Worked with an external consultant to implement an email archive solution. Provided 3rd line support for the product post installation✓ Management of the company’s backup solution. Assisted with a project to upgrade the backup solution to offsite replicated disk backups using Symantec NetBackup.✓ Responsible for operational running of IT systems, networks, telecoms, and services within the Institute.✓ Management of VMware vSphere 4.1 environment with sixteen hosts and two hundred VM’s.✓ Management of network infrastructure and Cisco hardware.✓ Administration of Windows 2003 Active Directory domain. ✓ Installation of new SQL Servers and maintenance of the current SQL 2005/2008 servers.✓ Planning and testing the Institute’s off site disaster recovery procedures.✓ Training the helpdesk staff and developing their knowledge of new technologies.✓ Planning and delivering projects for the IT Operations team.✓ Maintenance of hardware infrastructure strategy and implementation of new solutions to support business requirements.

Wimbledon, London, Gb

✓ Administration of Windows 2003 Active Directory domain, Exchange 2003 and SQL 2000/2005.✓ Management of company’s tape backup solution.✓ Testing of disaster recovery procedures.✓ Administration and management of Institutes VoIP telephone system.

Wimbledon, London, Gb

✓ Administration of Windows 2000 Active Directory domain, Exchange 2003 and SQL 2000 servers.✓ Desktop and application support for Institute’s offices and company conferences.✓ Building and configuring of new hardware.

Education record

Education record

Education record

Education record

Education record