Leading team on analysis of copyright data and other musical data sources. Assisting with development of platform and technology.Managing and supporting day-to-day IT internal BAU systems and users.

* Initial Service Desk Management (from July 2018 to October 2018), working with Team Leader and implementing and developing best practices such as engineer KPIs, SLA measurement and trending and change control.* Budget and capacity planning for the technical team (20 engineers).* Training planning and mentoring for technical team.* Daily, weekly and monthly reporting and trend analysis of technical teams.* Managing 3rd Party relationships; reviewing products and solutions as well as developing the existing toolset.* Documentation of processes, procedures and forms to align with ITIL practices and pass ISO 27001 and 9001 accreditations.* Implemented and designed dashboards and various reports in BrightGauge.* Administration of key IT internal systems including ConnectWise Manage and ConnectWise Automate, BrightGauge, Office 365, Azure and Via (Unified Communications Platform).* Client Infrastructure Management including server monitoring, backup planning, remediation and consolidation.* Incident Management- including major incident reporting, resolving Service Desk tickets, assisting with escalations and occasional site visits.

* Working directly for 6DG Group. Capital Support was acquired by 6DG Group in July 2015 but functioned separately prior to October 2016.* Responsibility for 30 Service Desk Technicians ranging from 1st to 3rd line, as well as a small team of Infrastructure Engineers and out of hours technicians.* Capacity planning and budgeting.* Reporting and trend analysis.* Problem and Change Management reviewer and escalation point.* Daily KPI management of engineers, day to day incident management, dealing with complaints and any operational failures.* Weekly and monthly tasks included regular reporting to the senior management team, continual service improvement, and development of workflows and processes.* Regular staff and team management including conducting monthly team 1to1s and setting quarterly objectives, arranging internal and external training, and assisting with staff developments as well as recruitment and interviewing new staff. * Service Desk improvement projects - including online portal client access, automated ticket logging and workflow improvement.* Onboarding and offboarding of clients.* Transitioned team to new office and integration with the wider business at 6 Degrees Group.

* Managed the Service Desk day-to-day duties with responsibility for 25 + analysts.* Managed 2nd and 3rd line team, conducting all 1to1s, training plans and development.* Acting as an escalation point for technical and non-technical issues from clients and Account Managers.* Handling escalated incidents and requests, ensuring the team met SLAs and KPIs, writing technical documentation, 1to1s and appraisals, ticket trend analysis, dealing with major incidents and complaints, management of ticketing system, client visits, new customer onboarding and escalation management

3rd Line support engineer specialising in troubleshooting Active Directory, group policy, Microsoft Windows and Server 2008/2012 R2.Escalation point for Service Desk technicians.Involvement in Infrastructure Projects (Active Directory, File and Folder Permissioning and implementation).Other duties include incident investigation, Problem Management and root cause analysis.

2nd Line support technician at Capital Support. Role included:Microsoft Windows XP, Vista, 7, 8 and 8.1 desktop support and peripheral and various 3rd party application troubleshooting.Microsoft Windows Server 2003, 2008, 2012 (inlucuding R2) support and troubleshooting, including Active Directory management, DNS and DHCP, Group Policies, and event log analysis.Microsoft Office 2007, 2010 and 2013 troubleshooting.Exchange 2007, 2010 and 2013 troubleshooting.Backup maintenance - mainly Symantec Backup Exec and Veritas.Email Continuity configuration and troubleshooting - Mimecast and Symantec Cloud.VMWare and Hyper-V configuration and troubleshooting, including creating new VMs, disk space and LUN configuration.Trading application troubleshooting (Bloomberg, LineData, EZECastle, Tradar and Orchestrade). Mac and iOS troubleshooting and documentation.BES and Blackberry troubleshooting.Out of Hours support engineer.Technical Advocate for some customer sites. Duties included creation and maintenance of technical documentation, escalation point for technical issues and incidents, and site visits.

Employed as I.T. Manager’s deputy, managing a team of two other I.T. support engineers. Jointly oversaw, planned and implemented hardware and software changes in response to the I.T. growth and demand of the company, as Sevacare more than doubled their size over three years.Technical Support for all users on Citrix, Microsoft Office products including Outlook, Word and Excel. This support, along with training of users, resulted in a significant decrease in non-technical support calls. This allowed time for internal I.T. projects, whilst also increasing user proficiency in I.T. application.I.T. Project Management for new sites or businesses acquired, including arranging initial provisions for phone and internet facilities with BT, then on-site structured cabling, configuration of equipment and end user training.Implemented a policy of purchasing refurbished PCs, and re-assessed I.T. contract rental equipment with BT and dormant phone lines, which saved the company a considerable amount of expenditure.Involved with planning and physical move of all servers to a data centre to increase network speed and end user productivity.Remote Management of all I.T. systems using VSphere, Citrix Management console, LogMeIn, JoinMe and remote desktop.Group Policy Management and implementation of policies and logon scripts to benefit all network users.Management, configuration and distribution of fixed dial and open network mobile phones for managers and care staff.Wrote training manuals for staff on how to use certain applications such as call management software (CM2000) and began efficient server documentation of all useful I.T. material obtained to enable better, more efficient technical support and working.Employed initially on a short-term rollout contract for 4 months to help deliver the installation, data transfer and training of a new care management software (Coldharbour) across the company. This was successfully completed within the required time constraints.

Hardware support: Desktop PC and laptop builds and imaging, Printer support and fixes (primarily Hewlett Packard devices), scanners troubleshooting and other preipheral devices including digitial cameras and smartcard readers.Software support: Windows 2000/XP support, Windows server 2003 active directory management, MS Office support and fixes, and a variety of departmental programs, including Coral draw, and choose and book software.1st, 2nd and 3rd line technical support on site

Engineering involvement on four successfully completed projects, detailed below:U.K. Branch Infrastructure Project (Aug 2005-June 2006)Imaging and subsequent rollout of Wyse thin client computers to 90 bank branches. Engineer responsibilities were printer installation and configuration, CAT5 cabling, removal of redundant equipment, next-day support and user training. All sites were visited twice with an initial survey and then installation of required kit and staff training day.Initial Windows XP, Internet Explorer, Microsoft Office and Lotus Notes user training and support until handover to internal support staff.Server assembly, racking at a data centre, cable management, and initial operating system install.U.K. Lotus Notes Branch User Project (Apr 2006-Sep 2006)Bank employee user setup and email client configuration. Provided helpdesk support and training documentation for internal support staff until handover to the main team.Manchester/Skelmersdale EWFM Project (Aug 2006-Oct 2006)Citrix Client software installation on team manager desktop PCs to allow access to new versions of various workforce real-time management applications (EWFM).U.K. CCTV Project (Aug 2006-Dec 2006 )Re-visit of 90 branches to place CCTV on the bank network, allowing central security management. Installed and configured PCs allowing for remote management.Stockport Mortgage Printing Project (Nov 2006-Jan 2007)Citrix Client software installation to allow mortgage call-centre teams access to branch network printers.