Craig Dowdell Email & Phone Number

Guildford, England, United Kingdom

Bracknell, Uk

Project Management of Global Product deployments and Professional Services projects. • Effective stakeholder management of B2B customers and internal business teams.• Matrix Management of Project team coordinators.• Third-party supplier management (Onsite technical services).• Financial / budget management, maintaining profitability throughout the project lifecycle.Successful recovery of distressed and failing Global Product deployment and Professional Services projects.• Reduction in customer Director level escalations. Improvement in customer satisfaction. Re-baselining of project milestones. • Improvement and tailoring of existing Project Management Processes to bring business benefits and increase customer satisfaction.

Guildford, United Kingdom

Project Management of IT Infrastructure projects within a complex European business environment:• Infrastructure and Application Upgrades - Windows, Linux, Database, Web Services, Storage, Virtual Servers – Project Management of multiple concurrent Infrastructure projects to maintain and adhere to group compliancy and security policies.• Management and Delivery of varied Infrastructure projects, both Strategic and tactical solutions to internal business customers within a structured and mature project management environment. Maintaining effective project documentation including scoping, project schedule plans, issue and risk logs, exception and monthly reporting.• Effective stakeholder management of internal IT customers• Co-ordination and matrix management of on and offshore project delivery technical resources

United Kingdom

Project Management of a Google Apps solution implementation for 10,000+ globally dispersed employees. Migration from a Microsoft Office 365 environment ensuring minimal impact to BAU operations. Leading a dispersed Global project team and collaboration with regional IT Directors and project managers adhering to the project cost, time and quality criteria.

London, United Kingdom

Management of Internal IT Change Projects and Head Office Initiatives to achieve Group wide benefits across all business units:• Migration & Outsourcing of Group Internal Telecoms billing development system and London Head Office IT Services (350 colleagues). Capex $600K, $400k pa Opex • New US Head Office (250 colleagues) - Provide all IT Services Solutions (VOIP, Mobile/Cell, Wireless network, LAN infrastructure, Printers, Computer Server room, Laptops, Monitors, Peripherals), $1.5m Capex, $1.8m pa Opex.• Office move / relocation, Head Office London (150 heads) - All IT Services and Group Internal Telecoms billing development system. Minimal disruption to production services imperative.• Managed Video Conferencing - Real Time Presence Solution across the Group. $2m Capex, $1m pa Opex. With subsequent expansion and renegotiation of 3 yr contract, market review, RFP, RFQ, cost reduction.• Global WAN solution linking Head Office and all group business units (12 worldwide locations)• Google Apps Solution – IT Change - Replacement of current Microsoft exchange mail service. Rollout to Head Office, then to part of the group (4000 accounts), Capex $500k, Opex $400k• Desktop Rollouts/Refreshes (200 laptops) to senior head office colleagues.• Mobile device rollouts to senior head office colleagues (200 Blackberry, Android, iOS)• Wireless Network Implementation – Replacement of existing wired LAN within head office using an Aruba corporate solution. £100k Capex• Head Office Printer contract refresh. Renegotiation, vendor change and cost reduction of print services.Post Project activity included ongoing Service Management of key suppliers. Including performance review, service improvement, cost tracking and cost reduction.

London

Head Office Environment - VIP colleagues (200)• Manage team of 3 Helpdesk Support Analysts• Vendor/Supplier Service Reviews – Regular analyst of performance and costs• Internal Service & Performance Report – monthly reports provided to the Group CIO• Change and continual improvement of existing practices – presentable to the Group CIO

Bristol, United Kingdom

• Management of Engineering department (Team of 1 Technical support team leader, 3 field support engineers, 4 internal support engineers and 1 administrator/stock controller)• Project Management of all new client installations (£50k-£1m contracts)• Management of existing client installations and support contracts/SLA’s• Management of software auditing and licensing• Maintain client relationships through regular client meetings and service reviews• Procurement of IT equipment and subcontract manpower resources• Management of internal support/maintenance agreements, effecting cost reductions as appropriate

Bristol, United Kingdom

• Supervision of 3 field support engineers• Perform routine system support of all internal and external IT systems• Provide telephone technical support and prioritise emergency call-outs• Responsibility for client system installations and commissioning, adhering to industry specified standards of practice and guidelines.• Troubleshooting complex technical breaks• Scheduling Planned maintenance visits as per support contracts to minimise downtime• Ensure SLA’s are met• Training and monitoring of field/support engineers• Maintain client relationships through regular telephone contact. Assess client’s needs and escalate to Engineering manager if necessary