• Co-ordination and management of new client account implementation to ensure full integration with each client’s individual processes and procedures• Monitoring Business Development implementation handover meetings to client expectations are captured and delivered• Conducting pre implementation meetings and client visits for high profile clients with complex requirements• Providing Senior Managers, CPD leaders and Head Teachers with relevant software training, both online/over-the-phone and face-to-face (when required)• Management & coaching of the Helpdesk Team to ensure clients requirements are met, resources are adequately deployed to ensure that SLAs are maintained• Managing and prioritising the logging of all inbound helpdesk support emails to ensure all follow up activity is completed and correctly recorded, in line with current procedures • Mentor and coach the Helpdesk Support Team to ensure they are fully competent in both the product functionality and the wider educational context, resulting in the delivery of consistently high level of service• Work closely with the MD and software development team on system enhancements and new development ideas thorough to user testing, generating error logs and exception reports to support continued evaluation of changes to the software• Provide timely communications and reports to the software development team to ensure system outages and downtimes are minimised• Continue to achieve an above-average customer retention rate of 90% (industry average currently 75%) accomplished and maintained for the last 13 years

• Maintained effective and constant communication with schools, customers and sports coaches• Worked with the operations team, assisting in the ongoing development of operational strategies• Provided administrative & IT support to the Sales and Operational teams• Maintained and updated all staff schedules ensuring they contained relevant information corresponding to all current contracts for breakfast/after school clubs, for over 180 schools across the South of England.• Systematically maintained internal databases, provided sales analysis and reports on a weekly basis• Ensured the smooth running of the office; managed the weekly stationery stock requirements, generated purchase orders and refund requests, oversaw reconciliation company credit card and bank account

• Responsible for first-line support for Windows XP, 2000, NT4, MS Exchange, Citrix terminal client and MS Office.• Answered all inbound Helpdesk calls, defining the problem and conducting relevant problem resolution activity • First line supervision to ensure all helpdesk calls met their relevant service level agreement• Managed and responded to all critical business problems• Setup network permissions, email accounts, and BT accounts for all home workers• Maintained laptop and mobile phone user base for all employees• Use of internal SMS remote desktop tool and Active Directory• Generated all monthly Excel and Brio Helpdesk reports to track customer support, inbound activity and problem resolution

• Managed all incoming calls to the Helpdesk defining the specific PC issue, resolving problems within scope and determining what level of further support was required• Handled 1st & 2nd line support for over 1000 users in the UK and all remote workers in EMEA.• Logged all caller activity using the in-house call logging system ‘Service Desk• Regular’. Checked the helpdesk voicemail, incoming emails, maintaining distribution lists & mailboxes• Installed and configured VPN for remote access accounts using digital secure tokens• Regular member of IT project teams; projects included equipment purchasing, SAP, laptop rollout, IBM T22 image• Software installed included Siebel, SAP, Visio and all Microsoft packages• Trained new Helpdesk staff when requiredWhile at Avaya I also played a major role in implementing and supporting the company’s remote access platform. The solution was based around using individual Secure Tokens that authenticated to a central RADIUS server. My responsibilities in this project were to:• Responsible for the administration of this service in the EMEA region• Management of the EMEA token inventory and allocation of tokens to new users• Pro-actively managed and reported on the live token inventory• Monitored and maintained the Avaya corporate security standards relating to remote access• Trained staff on how to use the administration tools

Main tasks included responsibility of the administration centre for the group’s mining operation in Central Asia, including accounting, purchasing, personnel, communications and logistic functions.