Chris Lilley Email & Phone Number

Upper Lambourn, England, Gb

London, England, United Kingdom

Harwell, Oxfordshire, United Kingdom

Harwell

Uxbridge, Greater London, United Kingdom

I am responsible for organisation-wide systems and information and developing and implementing IT policy and best practice guides for the organisation.Overseeing IT projects including software development, upgrades, migrations and testing services and ensuring alignment with agreed project timescales and driving a continuous improvement culture. Working closely with all stakeholders to keep projects on track.Aligned the internal culture to be more proactive, commercial and customer –driven to enhance the customer experience resulting from a significant internal transformation programme. Responsible for a multi-disciplinary team and successfully managed and motivated the team through a period of change. Coached and mentored to support new working practises which resulted in engagement and high performing teams. Measured team performance through regular appraisals and operational management to work effectively and achieve targets aligned to the business requirements.Managing and reporting on allocation of IT budget and Cost Analysis to Senior Management.Researched and rolled out OfficeVibe, an anonymous employment engagement tool which significantly built engagement across the teams and helped to positively drive change.

Reading, Berkshire, United Kingdom

An integral member of the IT Leadership team and played a key role in the efficient and effective running of the IT Department’s Business as Usual activities (BAU). Supported the Head of IT and was responsible for the management and support of a broad skill based team of Technical Specialists. Responsible for the effective support of a large user base in adherence to SLA’s and escalated to 3rd parties where appropriate. Defined and documented support processes to ensure alignment to SLA’s. Supported users by providing 3rd line support and resolving faults through efficient Problem Management and rapid resolution.Developed highly tuned coaching skills to foster a team culture based upon collaboration, trust and creativity.

Upper Lambourn

Cared for and relocated my Father who had Alzheimer’s to move from Scotland to a bespoke purpose built extension at home. Hands on in the build and renovation. Automated the house using iOT and IFTT Applets functionality which provided a fantastic insight into how the functionality could be used commercially.

Swindon, United Kingdom

Role encompassed managing a number of helpdesk teams on site in Swindon and remotely in Newcastle. Swiftly identified a number of key performance improvements drive team performance and ensure the team were meeting their KPI’s. These were focussed on call handling and also through the introduction of an automated fault logging system. This also led to a fiscal benefit, of significant cost savings.Led by example and fostered a collaborative team culture and was hands on in the delivery of most projects. Increased knowledge management and professional development through delivering effective training and coaching, documentation and mentoring.Key projects included the rollout of a XEN-Server and the client. Mobilised the teams to ensure no impact to service.Maintained positive supplier and vendor management relationships for services spanning: External IT, Telephony and Mobile Telephony Service Providers and Suppliers. Regularly reviewed contracts to ensure fit for purpose and competitive in costs. Involved in developing pragmatic solutions which were appropriate, fit for purpose and achievable. Underpinned by key business drivers such as cost, quality and stability. Monitor and manage systems performance, troubleshooting where appropriate. Clear understanding of system dependencies and proactively appraising to ensure the implementation of continuous improvements and drive standards to adherence of best practice.Undertook regular competitor analysis and developed strategies to ensure market position was strong.Effectively managed change through departmental re-organisation across 174 sites. Mapped and created solutions to ensure Health and Safety adherence, cost savings and rationalisation where appropriate. Ensured Security Principles and Compliance Processes were adhered to as set out by the FCA.Responsible for 3rd Party & Internal Auditing.

Newbury

Technology Supported: GitHub, MS Visual Studio, MS SQL, NAS Storage (DeLacie), XEN-Server, XEN-App, MS Exchange, MS SQL, Avaya 500, Office Windows Server, Windows Desktop, MS Office, MS Project, Team View, Toggl, Trello, Skype for Business, Wireshark, Solarwinds, Spiceworks, DameWare, Windows IIS, MacAfee, Antivirus & Security Suite, Data Centre Management, VMWare Cloud based technologies (storage).Fully responsibility for operational management of the Developers, Business Analysts and Infrastructure Teams. Created coaching and mentoring opportunities to build competences and instil confidence within the team.Investigated, scoped and implemented a new help desk solution which differentiates between the ‘end user support’ and the ‘technical support’ within the company. Spiceworks was deployed as the ticket management system. Involved restructuring of teams and the mapping, documenting and execution of new processes. Designed and implemented a new hosted environment infrastructure for the production environment. Also, rolled out a new hosted exchange solution and set up and implemented a new DR design for corporate systems.Responsible for authoring process documentation for data retention, sanitisation and all aspects of data management.Successfully introduced a software asset management system which delivered cost savings and heightened security and compliance.Introduced Grassroots Developers through Apprenticeships with QA.Completed full ‘Lift & Shift’ Office move to much larger premises, including all On Premise Technology & Infrastructure.

Slough, United Kingdom

My role was to maintain all corporate systems, ensure resilience across the infrastructure and roll out new technology.Supported by a team of 10 3rd Line Specialists and operationally responsible for their performance, training and adherence company protocols and compliance.Acted as an escalation point for all matters including security and integrity, disaster recovery processes and 3rd party suppliers.Responsible for a £2M P&L and ensured strict budgetary controls, Achieved cost savings of £400k PA through bringing all telephony support in house. Did require upskilling team members to be able to support.Key member of a white label team who produced multi-lingual components for the help-desk component within the software suite.Successfully introduced and piloted Modern Apprenticeship schemes which yielded very positive results.

Slough/Dumfries

I led several teams of support staff who were on site and field based. Worked and collaborated with HR to build training and development plans for the teams. Delivered training and undertook coaching and mentoring to support and deliver individuals learning outcomes. Developed strong empathetic skills during this time.Responsible for delivering 1st-3rd line application and hardware support for the back-office environment.Led a successful restructure of all the technical teams which resulted in efficiencies in management as coordinated from one department.Used strong relationship management skills to build relationships internally and externally with clients, 3rd party suppliers and vendors.Designed and implemented a remote Call Centre in Barcelona that liaised with the UK Call Centre.Designed, produced and implemented an in-house fault logging system for the helpdesk which allowed Field Engineers to raise remote tickets. £50k PA of savings were made.

Dumfries

Technical Support Manager with full people management responsibility for the helpdesk and field based staff. Ensured optimal system performance and maintenance of all systems was our priority. Introduced more system monitoring, ensuring greater visibility across the estate. Also automated helpdesk tasks to free up resources for use where they were really required.

Dumfries

Held full people management responsibility for a small team of Engineers to support this area of the business. Moved the helpdesk up from Slough to Dumfries to increase cost savings on resources. The business had much better SLA’s and the systems were performing even better than ever.

Dumfries

Responsible for all systems within the contact centre in Dumfries which involved increasing seats from 50 to 100 to cope with demand. Ensured the customers experience was uninterrupted and the ACD system was performing optimally. Set up processes and introduced more technical staff to cope with supporting this area 24/7/365.

Dumfries

Installation of Servers & New Networks (WAN & LAN)Responsible for support of Primary Care Trust systemsTraining operators of new systemsProblem solving and general IT Support

South West Scotland

Provide systems & solutions for home & business usersInstall new networks for business & home usersUpgrades & Installations of new systemsTraining users on new systemsWeb Design & Implementation

Hnd, Computer Systems

Activities and Societies: Member of the Curriculum Review Board as the Industry Representative.HND Computer Studies

Education record