Ed Butcher Email & Phone Number

Swindon, England, United Kingdom

Building on previous roles with Prolinx, now encompassing responsibility for all (approx. 50) technical staff in the Service Operations team, ranging from Service Desk apprentices through to senior subject matter experts.Responsibilities centre around acting as a "translator" interface between the technical teams, other business areas, and customers of all types. Daily interaction with customers and stakeholders to ensure Incidents, Service Requests and Changes are delivered to a high standard and in line with agreed SLA. Responding to escalations in cases where service does not meet expectations, both to resolve the immediate issue but also to identify opportunities for process improvement or service enhancement.

Swindon, United Kingdom

Led transformation of an infrastructure support team at a growing MSP delivering capabilities to public and private sector customers, operating to ISO9001, 20000, 27001, Cyber Essentials Plus in addition to MOD-mandated protocols. ● Defined Service Management Plan, KPIs, and transitioned to live service for IaaS, PaaS, SaaS offerings as well as managed end user compute.● Represented company at Service Reviews, managing complex relationships with vendors & C-level customers. Prepared and delivered regular reporting data to support metrics.● Managed relationships with vendors and external partners, ensuring adherence to timelines, KPIs etc. including overseas vendors where both time zone and language were potential barriers to progress.● Owned on-call rota, delivered post-incident reports. Established and mentored dedicated Problem Manager role.● Regular attendance at Change boards, considering both technical and business aspects. Broad audience including customers, engineers, vendors, and external stakeholders/sponsors.● Attended senior management group meetings, presenting on items to the board in “plain English”.● Championed ITIL best practices, driving CSI and a robust security patching strategy (improved customer perception).● Implemented "shift left" approach, reducing escalations to 3rd line by 60% & boosting First Time Fix rate.● Managed team workload & led agile sprints for service improvements, minimizing user impact.● Closely supported and regularly deputised for the Head of Service Operations.● Worked with commercial teams to support bids, gauge sales pipeline and develop team appropriately.● Responsible for the development of my team - carried out regular progress reviews and defined training/progression plans against identified weaknesses or interests.● Grew (4 - 19 ppl) and developed high-performing infrastructure support team, implemented training plans & mentored both Service Desk and infrastructure staff (incl. apprenticeship program).

Swindon, United Kingdom

Technical role implementing and maintaining infrastructure for a range of security-focused customers such as MOD, Police and Government. Technologies generally standardised around “best of breed” for infrastructure - Cisco switching, Fortinet firewalls, VMware virtualisation, Aruba managed wireless etc. Software support of multiple OS’ (Windows Server/RedHat Linux), virtualisation stacks (VMware/Hyper-V) and clustered SQL databases. Additional elements of specialised support for many of the contracts; supporting military satellite comms, high-grade encryption equipment etc.● Investigating and remediating Incidents, proposing and implementing Changes, and working alongside subject matter experts where escalation was required.● Managing workload (Remedy ITSM toolset), ensuring support tickets maintained a high level of quality.● Focus on resilience for key MOD platforms, strong use of clustering/HA functions● Good understanding of security regulations and policies.● Maintaining a service-oriented approach at all times● Mentoring junior Service Desk colleagues in a range of technologies.● Creation and maintenance of technical and process documentation.● Participation in regular ISO audits.

Continuation of previous Infrastructure Admin role at Omitec - company was acquired by Continental in 2012, and Omitec merged into the Continental structure April 2013.During this time I have acted as the lead contact for many large integration projects, including a full domain migration. These involve working alongside colleagues overseas to complete the projects effectively and minimise the effect on the business in the UK.Have gained experience in the HP support suite (HPSM, HPAM etc), McAfee EPO, Quest migration tools, and Lotus Domino/Notes mail systems.Also working as UK Information and Security Officer to ensure data security standards (ISO27001) are maintained across all areas of the business.

Responsible for servers and core network structure across multiple company sites, both in the UK and overseas (Europe, USA, China). Covers email (MS Exchange 2010), file storage, telephony as well as network infrastructure and hardware.Role includes configuration and maintenance of servers across a range of OS' (Windows Server 2k/2k3/2k8 and some CentOS/Ubuntu Linux). Most are virtualised, so good experience of VMware ESX as well as physical machines.Configuration and troubleshooting network infrastructure including switches, firewalls, WAN links and VPN systems from Cisco, Juniper, and Palo Alto.Phone system administration across all sites including both internal and call centre environments. All sites migrated to Microsoft Lync with full VoIP functionality via Audiocodes SIP gateways.Provide support role for software engineering teams for both hosting and initial design. Majority of involvement is using Microsoft IIS and SQL (2005/08) for this purpose.Work also includes implementation of new systems to fulfil forthcoming company projects and goals following planning and design sessions with different areas of the business.

Internal technical support for approx. 350 users across UK, Europe, US, and China, both on company sites and whilst working remotely. Working in a helpdesk capacity supporting desktop PCs and software, telecoms (fixed line PBX and mobiles) support, and hardware repair. Responsible for remote, automated deployment of a variety of software to corporate machines, including implementation of a self-service solution for fully automatic installation.

Customer services, incoming sales, and technical support to customers in the US and Canada. Support offered via both telephone and email for a variety of computer/electronics products. Involved lots of independent work due to working hours (no manager present) including dealing with customer complaints and escalations. Strong focus on call handling, SLA’s, and customer interactions.

2nd level technical support for computers and consumer electronics over the phone