• Successfully completed a design, implementation and management of a highly available Cisco VPN solution as part of a web hosting migration to AWS.• Part of the Technical Authority for Enterprise Architecture• Initial idea , Technical design and implementation using Cisco Meraki for a Global store network upgrade program using Meraki SD WAN technologies to help simplify and stabilise the retail network.• Jointly Technical Lead for the migration of our Global Fully Managed HPE DataCenter to a private cloud managed internally. Along with 1 other colleague I setup the private Global Data Centre from start to finish to provide Ted Baker a stable compute platform, together we used Zerto to migrate our entire managed DC from Hyper V to VMware geographically over a weekend.

• I was responsible for a Global Office 365 migration of which I designed, implemented and executed to migrate 1500 + mailboxes in a hybrid environment.• Consolidation of a US HQ to new premises, decommissioning legacy systems and migrating to hosted virtual VMWare environment• Implemented Splunk 7.0 distributed Cluster Enterprise to provide central store for infrastructure log, network and Active Directory monitoring.• Carried out a HQ core switch replacement with a Nexus 5600 series HA pair• Completed a firewall decommissioning project for global HQ

• Accountable for the installation and maintenance of an Exchange 2010 as well as providing 2nd / 3rd line support to internal customer’s and fellow IT colleagues• Responsible for the implementation and administration of a server monitoring solution to ensure stability within London.• Working as a Technical Authority to ensure the London Infrastructure aligns to group technology strategy.• Migration of an Externally hosted Data Center to all In-house Infrastructure with minimal downtime.• I provided a technical lead function from Jimmy Choo supporting 1st & 2nd Line Service Analysts on VMware, Windows Server 2003/2008 & 2012R2, OSX and networking technologies• Multiple Office infrastructure hardware refreshes and major office moves• Support of Cisco Infastructure on a day to day basis including ASA, Catalayst Switiching & VoIP Call Manager Express and Call Manager.• I have worked on the implementation of Office 365 for the business working on a hybrid SSO model• I have completed a major pan-European ‘Store Refresh’ deployment for 42 stores changing PC’s and core network technology to Cisco Technologies.I have proven experience as not only a successful System Administrator but Infrastructure Lead to ensure the delivery stability of services to all internal & external customers customers and have additionally had constructive input into the decision making process of the IT management.

Having worked at Value Retail for 3 years, I have built on my internal relationships and excellence in customer service to become their Service Delivery Manager. I have been involved with the implementation of the ITIL framework within the Service Desk coupled with the rollout of an ITIL based helpdesk package called ‘ServiceNow’. In this role, I ensure effective problem management with customer resolution as a priority and am always mindful of continual service improvement to the customer.

• Leading and supervising the day-to-day running of the Service Desk team to ensure all KPI’s are reached along with managing high customer satisfaction to internal customers• Building strong relationships with the business and focusing on the customer by ensuring that services and processes are of the highest quality and fulfilling the business’s expectation• In conjunction with the Head of IT Services, I closely managed all VIP service requests through to completion, moreover following up each call within 24 hours to ensure that the resolution was explained, fit for purpose and action any follow up requestsMy role encompasses ensuring that our internal customer expectations are being managed through active communications regarding service-affecting incidents and planned upgrades. I ensure that all communications are relayed in business terms without using jargon or technical language. During this role I have continued with my technical and team leader skills including the successful implementation of a companywide rollout of ‘LogMeIn’. This has had an immediate productivity gain by increasing the success of fixing service desk calls, first time and reducing the amount of information required from the customer for problem diagnosis.

• Accountable for the installation and maintenance of 125 mac terminals as well as providing 2nd / 3rd line support to both the internal customers and IT colleagues • I provided a technical lead function supporting other 1st & 2nd Line Service Analysts on VMware, Windows Server 2003/2008/2012R2, OSX and networking technologies• Dealing with all Service Desk queries from pan-European customersI have proven experience and have provided exceptional delivery of IT services to all internal customers and have additionally had constructive input into the decision making process of the IT management. Working in a highly pressurized and demanding environment.

(1) Research and understand the problem.(2) Verify the benefits outweigh the cost to solve the problem.(3) Identify problem-solving needs.(4) Develop a set of possible solutions, offers a variety of alternative methods.(5) Determine the best program and recommend to the decision-making.(6) Detailed description of the details of the selected program.(7) Implement the solution.