Manager to 11 direct and 2 in-direct reports across 4 teams in multiple locations. Responsible for all aspect of the internal IT services across the ParentPay Group, supporting over 1000 users in the UK, Europe, India, and Sri Lanka. Department ownership, including cost and strategy, keeping aligned with the overall business strategy driven by ParentPay Group.Responsible for growing and developing the support team, delivering and managing BAU, projects and initiatives across the group.Focusing on commercial and operational efficiencies, stability, productivity and quality across the team and divisional infrastructure.Providing ITSM toolset, reports and dashboards to simply ticket, incident, problem and change.Commercial sign off and budget management for department and projects responsibility.

ParentPay acquired ESS from Capita.Manager to 7 direct with 4 in-direct reports. Responsible for all aspect of IT Operations across Education Software Solutions, supporting over 700 users across multiple sites in the UK and India.In the year 2021, my focus was on the separation of all services and data from Capita whilst building the team.In the year 2022, my focus was on the merger of all services and data from ESS to ParentPay Group.

Manager to 7 direct reports with 8 in-direct reports across 3 teams. Head of the IT Support function to 1000+ users across seven national sites that make up Educational Software Services (ESS). As well as ensuring a high level of productivity among our user community, I am responsible for the technology infrastructure (servers, LAN, connectivity, desktop and telephony) to meet the business while ensuring close alignment with the ESS Executive Board.

My main role is to manage the divisional infrastructure delivery team, delivering BAU, projects and initiatives across all the UK sites. Ffocusing on commercial and operational efficiencies, stability, productivity and quality across the team and IT infrastructure. I am responsible for the strategy, planning, support and the execution of all technology initiatives related to datacenters, cloud, network infrastructure, service desk and field support services.I am a key member of the divisional IT Support management team, contributing to the team and feeding back horizontally and vertically within the Capita IT teams.I act as an escalation point for the IT Operations team and deputise for the IT Director when required. Key Deliverables• Investigate commercial, operating and team efficiencies by creating and implementing processes and procedures • Manage and deliver all IT Projects following the defined project framework, making sure implementations are in line with Group standards, compliant and secure. Projects are delivered in a timely manner, within budget and to customer specification.• Participate in the Change Management process to defined framework.• Ensure that agreed SLA targets for IT Support are met. • Ensuring financial targets and other agreed targets are met in all departments.• Reviewing working practices to ascertain if it is successful and if not, devise an alternative.• Keeping employees motivated and organising appropriate training.• Ensuring the business operates within the company's mission statement.• Investigating customer satisfaction and reporting any issues.• Working with department heads and senior management to get the best performance from staff.• Driving the business to increase profits.• Reviewing and approving equipment needs.• Act as an escalation for your team and the wider IT Support functions across Capita. Take ownership and manage any escalated cases & major incidents following the defined framework.

Manger to a team of 5 skilled technicians supporting a user base of 1000+ users.Main task include BAU, team management and project support.

Key Skills:• Project delivery and management within budget.• Managing 3rd party and senior business management relationships.• Research, investigate, design and implement business related improvements and solutions.• Work closely with internal stakeholders, delivery solutions.Key responsibilities:• Recently finished a project to migrate data centre to new location, including new build of DR site.• Tasks included, investigation, design and implementation work. Arranging and managing 3rd party relationships with contractors, holding meetings and onsite management.• End responsibility for any new initiative and or solutions.• Currently researching wireless technologies to rollout across the group’s network.• Investigating the use of mobile technology from the green field site to the office.• Investigate internal systems and processes to find efficiencies within the business.• Maintain and build supplier relationships.• Building business relationships with business streams.

Concentrating on the groups data centre migration and new DR facility build.

Key Skills:• Technical environment and management responsibility. • Data centre capacity planning and management• Management of a Disaster recovery and backup design with a 3rd party supplier.• Team member day to day management, including 3 shift patterns and on-call rota, 1-2-1 appraisals and training requirements.• Road map management of all the infrastructure hardware, including IBM, Dell, Stratus and HP servers, SANs, LAN/WAN and firewall.• Day to day health check monitoring of the network & servers.• Project delivery and management within budget.Key responsibilities:• Point of escalation for the business, other IS team managers and the infrastructure engineers.• Day to day management of a motivated and skilled team of 7 engineers.• Team development and training/mentoring.• End responsibility for network, systems and process design, implementation and management.• System and network security and data integrity.• Continuous improvement of Infrastructure processes and procedures. • Data centre environment, backup and disaster recovery management.• Maintain and build supplier relationships.• Monthly and ad-hoc reporting to business stream managers, directors, CIO and board level.• Building business relationships with business streams.

Key Skills:• Technical environment and management responsibility. • Ongoing support and capacity planning for the Citrix Presentation Server 4.0 environment. Planned the migration from Presentation server 4.5 to Xenapp 5.0.• Continued support of all Dell hardware and managed the teams change to IBM Hardware.• Continued support and growth planning for the Dell SAN and fibre fabric.• Design, Installation and Support of a test VMWare environment.• Continued support of the VPN and the Juniper firewall.• Continued support of the Exchange 2003.• Continued support of the Active directory, including group policy management• Continued support of the Networking LAN/WAN, DHCP and TCP/IP, switches routers.• Continued support of the FTP server.• Management of a Disaster recovery and backup design with a 3rd party supplier.• Continued support of Windows 2003 operating systems.• Implementation of Windows 2008 and managed the team members skills improvement.• Managed team support of the Unix platforms.• Day to day health check monitoring of the servers.• Project delivery and management within budget.Key responsibilities:• Point of escalation for the business.• Day to day management of a motivated and skilled team of engineers.• Team development and training/mentoring.• End responsibility for network, systems and process design, implementation and management.• System and network security and data integrity.• Continuous improvement of system administration processes and procedures. • Data centre environment, backup and disaster recovery management.• Maintain and build supplier relationships.• Monthly and ad-hoc reporting to business stream managers, directors, CIO and board level.• Building business relationships with business streams.

Key Skills:• Technical environment and management responsibility. • Design, Purchase, Build and Support of Dell Hardware, including • SANs• Fibre switches• Tape library• Servers• Switches• Design, Installation and Support of a company wide Citrix farm for core accounting and facilities management software.• Planned and managed the migration of over 500 users from Exchange 5.5 to Exchange 2003 and the ongoing support.• Planned and managed the migration of over 500 users from Active directory migration and the ongoing support.• Design, Installation and Support of Windows 2003 Operating Systems including, Web Edition, Standard, Enterprise and Clustered.• Installation and Support for the group Juniper Netscreen firewall.• Design, Installation and Support of the VPN solution for Inspace’s users utilising windows VPN client, Active Directory and Juniper Netscreen Firewall.• Managed with 3rd party supplier the national IPVPN network rollout.• Planned and performed server room environment build and subsequent server moves.• Installation of FTP server for facilities management software interfaces with external customers.Key responsibilities:• Point of escalation from 3rd line support• End to end responsibility for technical projects.• Management of LAN/WAN, MPLS and firewalls.• Maintain and build supplier relationships.• Team Development• Data Centre environment development and management.

Key Skills:• Installation and Support for Windows 2000 and NT4 server, XP clients. • Installation and Support for Dell Hardware.• Installation and Support for Exchange 5.5.• Networking, DHCP and TCP/IP fault finding.• Disaster recovery and backup (Symantec, Veritas).• 1st, 2nd and 3rd Line support.• Key responsibilities:• Server builds, health monitoring and administration• Network monitoring, new network installations and office setups.• Exchange and email administration.• Hardware and software support to over 100 remote and office based staff.• 3rd Line support to other IT teams including Desktop and Helpdesk