Having successfully attained management and technical experience at one school, was offered the opportunity to take on a bigger challenge of Network Manager at new school with lots of ICT challenges. The projects I have successfully completed since joining 2 years ago are as below:1) Replace all faulty HDMI cabling by proving it was the fault of the installers, thus avoiding any cost to the school.2) Replace the ageing and out-dated telephony system with the newer Avaya systems to come in line with the rest of the LEA’s schools.3) Replace and upgrade all Servers to Windows 11 resulting from negotiations and equipment supplied by the LEA’s IT support.4) Replace and upgrade all Network switches and internet setup at no upfront cost to the school to again bring it in-line with the rest of the LEA.5) Re-invent the way CCTV is setup due to the LEA’s policy that the manufacturer of the current system in place at the school fails to comply to GDPR regulations. The option was to buy in a whole new system, costing approximately £10,000, or find a way to utilise the current system such that it didn't infringe the LEA’s policies. My team's specific duties include, but are not limited to..• Be responsible for the software library in the school, including maintaining an up to date catalogue of software and ensuring that software is easily accessible to staff and pupils on the school network• Be responsible for the computer resources of the school including, installing new computer equipment, ensuring that hardware (and network cabling) is maintained and repaired as necessary and maintaining an inventory of equipment• Ensure appropriate deployment of hardware & software around the school, including mobile technology as requested• Provide customer service to all internal & external stake holders.

After successfully franchising off the business, moved onto to contracting to return to being an employee. After proving myself on the initial 3 month contract, became permanent employee of the school.Specific Role Duties• Providing 1st, 2nd & 3rd line support for the Schools IT and Audio Visual systems.• Maintaining a high degree of customer service for pupils & staff numbering upto 2000 users.• Providing training and guidance on all matters relating to IT and Audio Visual services.• Analyse, Troubleshoot and resolve IT problems on Win7, Win10 and Mac Platforms.• Manage, develop and log incidents on the FHS Service Desk tool, with the aim of resolving the majority of incidents and requests at first point of contact.• Respond to requests for technical assistance in person, via phone or electronically.• Diagnose & resolve hardware and software issues as well as carry out preventative maintenance tasks.• Identify and escalate situations requiring urgent attention.• Track and route problems and requests and document resolutions, communicate with users and keep them informed of the progress of incidents or requests.• Carry out daily system checks and processes accordingly.EG. Assemblies, Setups, IRIS, etc.• Produce reports using information from the Service Desk tool.• Setup, configure and take down IT and Audio Visual systems.• Deploy and configure software using the RM management console, Windows AD & Solus DB.• Update the IT asset list of the FHS and contribute to its accuracy.• Maintain & monitor servers, print servers, network security and user management.

Had to return to my own business due to franchisee struggling to keep it running. Have managed to re-franchise the business in order to be able to pursue a career in IT. Also contracted by VSF Global to carry out specialist IT work for their clients. Speicific jobs have been as follows.Tesco Stores – 48 Tesco stores audited for software & hardware versions.Morrisons – 3 stores remove and install main servers. DWP – Blackwood site, carried out install of server as well as relocation of all IT equipment from one site to another, over 50 complete workstations installed as part of a 3 man team of engineers.

Responsible for the running of the Retail side of the business as well as repairing Apple and Wintel PC’s and Laptops. Logging of all customer data and managing the CRM database ensuring the logging of all repairs from enquiry to delivery of repaired item.

Responsible for providing 1st line technical support for the RCN IT systems. Answering support queries and logging incidents using the RCN service desk tool. Providing user support for IT systems, troubleshoot problems and advise on the appropriate action. Specific Role Duties• Providing 1st line support for the RCN IT and Audio Visual systems.• Maintaining a high degree of customer service.• Providing information on matters relating to IT and Audio Visual services.• Analyse, Troubleshoot and resolve IT problems.• Direct more complex problems to the appropriate person, whilst still retaining ownership of the resolution of the fault.• Co-ordinate and log incidents on the RCN Service Desk tool, with the aim of resolving the majority of incidents and requests at first point of contact.• Respond to requests for technical assistance in person, via phone or electronically.• Diagnose and resolve technical hardware and software issues.• Escalate incidents to the 2nd line support team or outside 3rd party suppliers in aid of the resolution of issues.• Administer the help desk software.• Identify and escalate situations requiring urgent attention.• Track and route problems and requests and document resolutions, communicate with users and keep them informed of the progress of incidents or requests.• Carry out daily system checks and processes accordingly.• Produce reports using information from the Service Desk tool.• Setup, configure and take down IT and Audio Visual systems.• Carry out preventative maintenance tasks.• Deploy and configure software.• Update the IT asset list of the RCN and contribute to its accuracy.

Telesales Role promoting and providing support for the British Gas HomeCare Services. An inbound sales and service role using a consortium of bespoke & complex customer management system.

Started my own IT sales & repair shop following on from the ending of the Garnsychan project. I began by having a stall in the Pontypool indoor market to now having 3 retail outlets. We repair and sell PC's, Laptops, Tablets, mobile phones and a plethora of accessories. I still keep my management & youth work interests alive by providing placements to young people learning IT Skills, both from schools and training agencies. It is a retail business and our customer base consists of the local businesses as well corporate customers such as the local banks and government offices, and above all the general public.

Refurbish local government PC's to supply to the digitally excluded, such as the older community as well as the economically inactive.My role is to Project Manage& build a recycling/refurbishing project from inception. To manage all processes and personnel on the project. As well as manage the financials and budgets for the project, ensuring that the project achieves commercial success and proves to be financially sustainable.I am also responsible for the PC maintenance and refurbishment aspects.Meanwhile I train, manage and mentor prospective technicians. Have had to write procedures and policies to ensure all ethical and legal requirements are met & to work with partner agencies to promote and develop the project.

Project management role in a community setting. With responsibility to budgets up to £50,000 excluding salaries. Line-managed entire team of youth workers for the project as well asthe facility that we were based in and deputise in the absence of the project coordinator. Specialising in the field of community related youth projects, thus promoting inclusion and diversity and helping tackle community concerns around the young people while focusing on the needs of the young people of the area. Key aspect of my role was to locate relevant funding for the projects and look for new and innovative ways to secure money from various sources. Sat in on a number of strategy & steering groups to influence policies and procedures that affect young people.Working closely with external agencies such as the social services, community safety, police, schools and whoever else affected young people and their environments.

Managed a team of workers and the youth project that was a joint venture between multiple agencies, which incorporated both the voluntary and statutory sectors. In this role the product life cycle was very volatile unlike my previous roles the product,was people! Had to learn to be very innovative and adaptable to keep the project on track to meet financial and time deadlines. Had to develop new tools to measure seemingly intangible successes to keep the project on track and make it successful.

Clients included training agencies and local SME businesses. Core area of training had been ICT & Soft Skills for clients from all industry sectors. Also owned a business coaching frachise from Action International targetting SME business owners and senior managers.

Managed a team of software engineers based in Bangalore, India. Training them on telephone and customer service support techniques.Additional soft skills were also covered such as time management, self development, meeting management, etc. Focused on improved communications and increased the number of services being offered. My team was the first point of escalation for the end users which spanned across four European countries, UK, France, Germany and Holland.