Promoted from previous role into a Director position with additional responsibilities for multiple line of business systems.

IFDS is the first provider in Europe to offer scalable technology and outsourced administration solutions to the growing retail platform market. Leveraging experience in the mutual funds and investment trust markets, IFDS Platform Solutions exists to provide the systems and administration behind client’s propositions.

CLS plays a fundamental role in the foreign exchange market – it operates the largest multicurrency cash settlement system to mitigate settlement risk for the FX transactions of its Members and their customers. Owned by the leading FX banks, CLS settles payment instructions relating to underlying FX transactions in 17 major currencies and certain other transactions that result in one-way payments in a subset of those currencies.Subject Matter Expert for the ITSM Core Application which is utilized across the London, New York and Tokyo Offices on a 24 x 5 ½ basis. Responsible for the delivery of the critical ITSM Application utilising the full suite of the ITIL Lifecycle when working as the Service Delivery Manager. Management of the Design and Transition of new Operating processes which are based around the ITIL Lifecycle. Acting as the main point of contact for ITIL Process CSI programs and lead the deployment from the Process Design through to Transition and finally Operation. Provide input for other business units, outside of Technology, who wish to utilise and align to ITIL best practice. Providing guidance, training and transition support ensuring that all requirements are gathered, scoped and delivered.Service Delivery Manager for the global WAN Infrastructure which is operated between CLS and the BT MPLS cloud.

CLS undertook a major project to carry out a complete rework of all of their ITIL processes. A project team of 4 was bought in to run this project and I was employed as a contractor to provide input into the Design, Transition and Operation of new and modified processes. During my time working on the project I was responsible for- Acting as a primary liaison point for IT Service Delivery interaction to CLS Business Units.- Drive and develop these business process changes forward- Deployment of new operating models to both London and New York offices via remote technologies and in person. Ensuring the smooth transition from old processes to new whilst maintaining the 24 x 5 ½ service already provided by these business units.- Creation of a 2013 release plan to ensure the continued success of the project which was to be transferred over to BAU and form part of my permanent role.- The project was invited to present at industry events to detail how the deployment was deemed a success. The project was also awarded a ‘Project of the Year’ at an industry event.

NHS North Essex Cluster ICT, Witham, EssexMarch 2012 – Present (Contract Role)Changes within the NHS landscape has meant that three PCT’s and one Shared Service have been bought together to create the North Essex Cluster. This has seen the development of one ICT Department providing support to 20,000 customers. In March 2012 I was asked to be the acting Service Desk Manager for the new Cluster Service Desk. The Service Desk has been designed with a total of 63 analysts ranging from Service Desk Analysts in the office and Field Engineers based on the road. All 63 staff, along with 3 line managers fall under my responsibility. The role requires specialist skills not only around ICT but also around Service Delivery and also staff management. Some core responsibilities are below.• Manage all Service Transition activities to ensure the smooth delivery of Projects and new services into Service Operation• Manage the development of the Cluster chosen tool set (Hornbill Supportworks, Cisco Call Centre and Solarwinds Orion) to increase productivity within the Service Desk• Develop Personal Development Plans for Individual staff • Develop new procedures such as Incident, Problem, Change and Release and transition these new working practices into the Service Desk.• Creation of a Service Improvement Plan for the Shared Service Service Desk to implement short, medium and long term improvements

As Service Desk Manager in our department I take overall responsibility for the day to day running of the ICT Department. I report directly into the Head of ICT. The Service Desk works in accordance to ITIL V3 Best Practice. My main daily responsibilities are below.• Implementation of new polices procedures and the ongoing review and amendment where required to existing documentation. Implementing these new or updated policies and procedures into the day to day running of the department.• Work closely with the project management team to ensure I am involved in the project from the original concept through the handing over to BAU into the Service Desk. Provide support from an operational and resource standpoint.• Provide advise guidance and direction to our external customers. Also act as a point of contact for other IT leads in the East of England SHA to offer advice and guidance on the creation and day to day running of an Service Desk within the Health sector.• Support the Head of ICT in achieving the targets set out for the department by the PCT Board which are both financially and strategically driven.• Act as a change manager. Ensure all changes are logged and approved or declined accordingly. Use the departments CMDB to associate changes with CI's. When required ensure all affected staff and 3rd party organisations are made aware of any changes. Provide updates to staff and 3rd parties as changes are progressed.• Develop negotiate and agree Operational Level Agreements with 3rd party organisations, such as external support organisations or other IT Departments that NHS Mid Essex staff rely on.• Line manage 3 Service Desk Analysts, 2 Infrastructure Engineers and 3 Field Engineers. Manage a staff rota to ensure service cover and availability as required by the SLA's.• Takes responsibility for communication and ensures high standards of communication through effective use of ICT and team meetings.

• Provide weekly and monthly Service Reports and present them to various different heads of service.• Work alongside the PCT and our Shared Service (External Support Organisation) Service Delivery Manager to log, monitor and escalate where necessary all problems, known errors and changes.• Sit in with the PCT Service Delivery Manager to assist in the creation of a Service Catalogue.• Responsible for administrating and configuring the chosen ITSM Toolkit (Hornbill Supportworks) and making necessary changes as the Service evolves while at all times ensuring all process adhere to ITIL best practices.• Manage the GP Engineers call queues assigning calls to the required engineer based on urgency, engineer skill set and geographical location.• Work alongside the ICT Project and Operations Team to assist in the allocation of engineers and the coordination of various tasks. This includes an Exchange migration for 1,000 users to a secure, NHS approved Mail system.• Owning and managing Prioirty1 calls which has been escalated from the Service Desk. This would mean utilizing Solarwinds Orion monitoring tools to obtain IP addresses of remote sites equipment such as switches, routers and UPS’s to diagnose the site failure. Connecting to the relevant equipment where required to look at log files.• Nominated as the department IPT administrator. This is a Cisco Unified Comm’s environment which involves handsets, soft phones, modifying call searching spaces, configuring call divert and cross site call routing, voicemail issues and so on.• Assist the chief architect with the support and deployment of our new Active Directory environment which was rolled out to 57 GP Surgeries.• Use vSphere client to monitor status of 55 virtual machines spread over two data centres.• Support backend infrastructure certificate server for remote management of encrypted memory sticks.

• Speak with third party companies such as ISP’s and other support companies in accordance to their SLA• Be a key resource and advise users on proper usage and capabilities of software supported throughout the organisations providing PC, server and network support to users at various sites by telephone and face to face.• Perform 3rd line maintenance and upgrading of customers infrastructure. This would be router upgrades through to server installations or expansions.• Visit potential customers with the sales team as a technical resource to offer technical advice and expertise to back up the service that was being explained by the sales department.• Support office services including printing, multifunction devices, network cabling, servers and all PC’s and laptops• Be responsible for the helpdesk ticket queue, ensuring tickets are responded to and resolved within agreed SLAs.• Actively add to standard procedure documents and support knowledge base.• Provision & upgrade PCs, laptops, monitors and printers. Manage & implement plans & schedules for system upgrades & replacements.• Performs stock control of hardware inventory, managing orders for new equipment where necessary.• Improve PC performance by analysing potential solutions to problems.• Schedule maintenance & repair of equipment with 3rd parties