Daniel Irwin Email & Phone Number

Swansea, United Kingdom

• Manage a large team of 3rd line engineers and take accountability for the network infrastructure following the insourcing of IT services from the incumbent managed service provider.
• Unite unsettled communities of engineers into one team and cultivate strong working relationships.
• Implement tools and processes to improve the management and day to day operations of the team.
• Run regular project delivery meetings with capability leads and other key stakeholders.
• Develop training plans and organise training courses in-line with business and technology requirements.
• Perform regular stand-ups and 1:1’s with staff.

Swansea, United Kingdom

• Provide the internal capability to ensure that 2nd Line support team functions provided by the incumbent managed service provider can be delivered internally following the insourcing of IT services.
• Perform due diligence against the existing managed service and create process documentation to meet the operational requirements of the team.
• Validate and update existing support documentation.
• Analyse MI and estimate the resource effort required to deliver the service.
• Liaise with key stakeholders and manage risk mitigation.
• Provide onsite support to senior management and technical teams during the insourcing cut-over period.

Cardiff, United Kingdom

• Support and maintain key customer platforms, ensuring all incidents and problems are investigated fully and resolved effectively using ITIL methodology. Ensure projects are delivered successfully.
• Manage a team of 3rd line multi-discipline engineers providing a 1st class managed service to key customers.
• Develop the POD ethos and cultivate a strong working relationship between technical staff and customers.
• Provide managed service technical consultancy to customers.
• Take ownership of incidents and problems, ensuring issues and escalations are managed efficiently.
• Co-ordinate customer maintenance activities, ensuring risks are identified and mitigated wherever possible.

Cardiff, United Kingdom

• Support and maintain multiple Citrix installations for IBM and Legal & General staff, ensuring all incidents and problems investigated fully and resolved effectively.
• Provide out of hours on-call support for business critical systems.
• Create and maintain technical Disaster Recovery plans and participate in scheduled recovery tests.
• Identify requirements for technology currency and opportunities for further development thus ensuring the supporting infrastructure is robust and fit for purpose.
• Proactively monitor services in order to identify both current and potential incidents.
• Provide consultancy to technical architects, solution designers and project managers to assist with the planning, development and implementation of projects.

• Working in an ITIL orientated environment, provide consultancy and manage a team of 10 3rd line technical engineers supporting all aspects of Legal & General’s server environments, ensuring IT services are delivered.
• Manage the Wintel Team, providing a 2nd and 3rd line support function that resolves incidents, investigates and solves problems, and proactively monitors the infrastructure to avoid future incidents.
• Deliver and maintain a fully integrated, secure and cost effective server environment that meets standards for service provision and business requirements.
• Liaise with other teams and third parties to ensure proper implementation of solutions.
• Provide out of hours on-call support for business critical systems.
• Design and implement solutions to support business requirements.

• I spent 4 years at Bank of Wales as the team leader of 3 computer operators responsible for maintaining customer transaction data across LAN, AS/400 and mainframe banking systems. This also involved providing 2nd and.
• Support and administer all Netware 3.x servers, IBM AS/400’s and an ICL Series 39 mainframe.
• Consolidate and upgrade 5 Netware 3.x servers to 1 Netware 4.11 server to reduce infrastructure complexity and to reduce IT overheads.
• Build, deploy and manage the rollout of Netware 3.x servers to all remote office locations.
• Design and implement the Netware and AS/400 technical disaster recovery process, including the recovery of all MS-DOS/Windows 3.x/Windows 95 clients and associated applications.
• Design and implement an AS/400 Connect Direct installation to automate the transfer of digital data between Bank of Scotland.

• Working in a team of customer service advisors responsible for processing direct debits and vehicle right-offs. Another part of the role entailed producing various MI reports to senior management, incorporating complex.
• Create processes to produce accurate and consistent customer correspondence, reducing manual overhead and improving customer perception.
• Create various spreadsheets to monitor the workflow, allowing the department manager to direct the team’s attention more effectively.