Craig Taylor Email & Phone Number

Horndean

Helping Small Businesses and Not for Profits realise the full benefits of technology and the efficiencies it can achieve. We implement elegant, easy to use solutions that deliver real added value to your business. Keeping IT simple, we won’t baffle you with technological jargon and will explain everything in easy to understand terms; ensuring you and your staff are comfortable with the solutions we propose and how you will use them moving forward.Offering:• IT Strategy – Helping you to understand your business requirements and implement an IT Strategy to support your business goals and growth. • Cloud Solutions – Helping you to understand the benefits of using cloud solutions such as Office 365 to improve productivity and collaboration.• Custom Applications – Using FileMaker Pro to build bespoke database applications to manage your data and streamline business processes.• Backup – Utilising cloud backup solutions to ensure a robust disaster recovery plan.• Security & Compliance – Securing your data with appropriate security software and hardware solutions, including staff awareness and policy implementation. • Charities & NFPs – Offering reduced consultancy rates for Charities & NFPs, we have experience leveraging reduced rates on the software solutions we provide.

Fareham, Hampshire

Employed as Head of Service Operations at Taylor Made Computer Solutions, a well-established Managed Service Provider delivering professional IT solutions and support to over 200 customers in the Solent region.I was recruited to help re-align the Service Operations department to the business strategy; improve staff motivation and morale, implement and maintain KPI’s and ultimately improve customer service.I was responsible for all aspects of management of the Service Operations department which included:• Managing a team of 30 staff covering a 3 tier ITIL service desk, Network Operations Centre, Field Engineers and Workshop.• Re-implementing a programme for staff development including regular Appraisals, One-to-Ones and Personal Development Plan’s. • Re-focusing staff to provide excellent customer service; assisting in the drive to improve first response SLA’s, reduce resolution times and improve customer satisfaction.• Recruiting additional service desk staff to meet resourcing requirements.• Working with the Account Management Team to monitor customer satisfaction, manage customer requests and issues.• Working as part of the Management Team to deliver excellence across the business.

London, United Kingdom

Following WPP’s outsourcing of global IT services, I transferred to IBM and performed the same role at Forward Worldwide as below. I also assisted with WPP’s global IT transformation program:• Migrated 100 + users and services from a localised infrastructure to WAN connectivity and a centralised common group infrastructure. This provided easier inter-agency collaboration and communication and a more robust business continuity plan.• Knowledge transfer to the new global IBM/WPP India service desk team to enable them to provide full 24/7 remote first line support to all users.• Moved all users to a global service desk function, trained them in accessing ServiceNow and the new service delivery model. This resulted in one centralised route for all incidents and service requests with full visibility, management and reporting at a global level.

London, United Kingdom

Employed as IT Director at Forward Worldwide, a busy print and digital content agency. I was responsible for the management and maintenance of the company’s IT infrastructure, systems and policies.Responsibilities included; IT Strategy, service delivery and staff management, systems management, project & change management, compliance, budget management and supplier/third party relationships.Projects included:• Project managed the installation of IT infrastructure and telecoms in a new office fit-out and moving 100+ users and existing infrastructure from the old office to the new location over a weekend. Ensured all IT services were available on the Monday morning for business as usual. • Migrated 12 physical servers running direct attached storage to a virtualised environment running on 2 physical servers with SAN storage, providing a much more scalable and reliable server infrastructure for the business. This reduced future hardware and maintenance costs and power overheads.• Delivery of a secure data replication from Forward’s network to a key client’s external customer portal, providing added value to the client offering. This involved the design and installation of a SQL database replication between internal and external servers and liaising with multiple third parties to configure a secure VPN tunnel between sites.• Developed and implemented IT policies and procedures to reach and maintain parent group and regulatory compliance. This included a Data Security Policy defining data classification, access and handling.• Conducted staff training to 80+ users to raise their awareness of data security requirements and responsibilities and reduce the risk of internal data breaches.• Developed and maintained a suite of Filemaker Pro applications to assist with HR, IT Asset Management, Contact Management, Project Tracking and Media Ad Sales.

London, United Kingdom

Employed as the only full time IT staff member I worked closely with my manager to plan a way forward to improve and consolidate an under-funded and failing IT infrastructure, establishing annual plans and budgets.

Hampshire

B/Tec Hnd Design (Illustration)

Education record