Provide break fix to customers covering cloud, server, desktop and mobile systems. Carry out hardware and software installations. Perform upgrades and patches. Install and maintain equipment at the data centre. Active directory administration (including Azure Cloud), exchange administration and Sharepoint administration (including Office 365). Ensure required levels of system uptime are met for customers with critical systems, such as airports and hotels.

Manage helpdesk, 1st and 2nd line support staff including responsibility for performance evaluations and ensuring our staff are meeting the client’s requirements. Additionally I manage our contractors who cover website and database development. Act as the point of escalation for any customer queries. Identify, using business and systems analysis, and respond to customer requirements and match these to commercial technical solutions. Manage the implementation of customer projects and ensure that these are carried out to the relevant industry and company quality standards. Manage the quality of services and support to all clients. Produce proposals and reports for installation and consultancy projects. Provide management reports from service management tools. Mentor and provide training for new technical support and helpdesk staff.

Provide 3rd line support to Field Service Engineers and clients working with various Windows and EPOS systems. Implement hardware and software rollouts, system configurations and upgrades. Training for Field Service Engineers. Preparation of documentation to enable all engineers to work to a standard.

Responsible for management of all areas of projects in both IT and other fields requiring an exceptionally high level of organization as well as leadership, teamwork and resource management skills. Provide strategic, expert advice and consultation on the design and implementation of processes. Effectively communicate fast-moving requirements, schedules and changes to arrangements, often at very short notice. In the event of problems arising effective crisis management was required. Preparation of budgets and financial reporting including making and receiving payments and maintaining compliance with local tax regulations and labour laws. Act as liaison between the client and their associates / financers and take responsibility for all personnel issues including motivation, direction and support of a team made up of a wide variety of people both skilled and non skilled. Responsible for all technical equipment including purchase, hire and maintenance.

Analyse and diagnose computer software, hardware and network problems for a variety of computer users. Recommend and implement corrective solutions to problems with a view to increasing revenue through saleable solutions. Prepare documentation to improve user knowledge of computer systems. Assist with installation, testing and monitoring a wide range of software and hardware.

Administer all aspects of the desktop environment for internal users. Assist in the development of procedures and policies that define acceptable and effective use of the desktop environment. Provide face to face support to end users including support for hardware and software. Set up new hardware and move existing hardware to new offices. Document processes and procedures.

Provide desktop support to 200+ employees. Administer a 5 Server multi-site (international) Windows NT network.

Provide day-to-day desktop support, by phone and in person, to a large number of users spread over several sites including supporting bespoke applications. Installation and upgrade of hardware and software.

Assistant to MIS Manager. Supervise a team of data inputters to ensure accuracy of student personal and course data entered into the Management Information Systems.

Administer 2 multi-site networks spread over several Netware servers whilst also providing desktop support to students and staff. Lecturer in various areas of information technology.