Brookson May 2006 - Sept 2009Position held: IT ManagerIn the last 3 years i have successfully managed the IT team at Brookson. The Team has consistently included 4 full time support operatives as well as numerous 3rd party implementers and support technicians. The IT’s first and foremost responsibility to the business was that of continued system support. On average the team was managing over 600 calls a month with only 0.06 % of these answered over the SLA requirements. Calls… Show more Brookson May 2006 - Sept 2009Position held: IT ManagerIn the last 3 years i have successfully managed the IT team at Brookson. The Team has consistently included 4 full time support operatives as well as numerous 3rd party implementers and support technicians. The IT’s first and foremost responsibility to the business was that of continued system support. On average the team was managing over 600 calls a month with only 0.06 % of these answered over the SLA requirements. Calls ranged from simple desktop fix’s to in-depth reporting and or system development (there was a self developed system in place here). My main duties included all day to day management of the IT team and infrastructure, this included planning for changes and improvements to the current infrastructure. These changes took the form of major projects that needed to be completed with set deadlines. I took full responsibility to ensure that all projects were delivered to the business on time. Additionally I liaised with the 3rd party development team on all aspects of developing and supporting the in house product. The infrastructure is all Windows OS based with Cisco switches and an Avaya IP phone system. This included all external telecoms (3 x ISDN 30 voice / fax lines with 90 channels enabled) and internet based communication systems, including the provision of the WES and main internet circuits. The main applications on the servers include Exchange, SQL, MGP, Tobit, IIS and several home grown products, as well as a standard underlying Windows domain. IT’s responsibility was for all of these systems to be operational 98% of the time (24 hours a day). IT was very integrated in the busineness process and flow within Brookson – so much so that the company could not operate without the IT systems in place. Therefore it was imperative that IT was involved in all business progression to ensure that service delivery to end customers could be met. Show less