Jason Lloyd Email & Phone Number

As the Service Desk Team Leader, I was responsible for the day-to-day running of the Service Desk, ensuring all processes and procedures are adhered to. • Team Leader to the Service Desk team including Data Centre and Field Engineers• Oversee all tickets and tasks within the Service Desk• Escalation for Service Desk incidents, both internal escalation and customer escalation• Management of the ITSM Ticketing System (Incident, Change, Problem and Configuration)• Mentoring Service Desk Engineers• Customer Reporting and Service Review Meetings

Hersham Youth Centre

Youth worker at Hersham Youth Center, a purpose built center for young people to provide an informal setting for the development of young people. Covering aspects not often covered in school, often working with groups of young people to establish trust with the group providing fun but informative education in aspect such as social and emotional development. Strong commitment to working with organisational Policies and Procedures, particularly with regards to safeguarding.

Guildford, United Kingdom

With the growing responsibilities and workloads of the Operations Team, I officially took on the responsibility of Operations Team Lead to help with organisation and prioritisation of the team workload. Responsibilities:- Manage, maintain, and supervise team workloads, effectively spreading workloads to individuals based on individual knowledge and strengths. - Develop and implement policies and strategies for the team and company process. - Report to Senior Management in Team performance, workloads, issues, and successes. - Train new team members the full build process for a product environment within various hosting scenarios. Filling their gaps in knowledge for older versions of the product. - Lead all internal IT Hardware purchasing and provisioning: Laptops, Computers, Servers, NetworkAchievements:- Implement a working strategy for organising the teams workloads and easy scheduling for Project Managers

Guildford, United Kingdom

When I started Silverbear the Operations tasks were performed by members of the support team. These roles were then split out where I took an Operational role within the team. During this time I evaluated the state of existing infrastructure and made recommendations and changes what would help make better use of current infrastructure at minimal cost. As our customer base grew, there was a need shift attention from internal infrastructure to customer infrastructure and hosting. We now have a reliable hosting platform with procedures to build the environment and policies to manage and release to it going forward. I am now in the stages of designing/implementing a hybrid platform of hosted applications with Dynamics 365 Online and Azure. Responsibilities:- Key member of the Operations team for both internal and customer facing matters. Providing investigation, resolution, and root cause analysis of Operations tickets raised via the support system/email/phone. Some of which include:- Priority customer system down- Build complete environments from internal DEV to customer Production systems- Performance investigation- Data backup and restore- Implementation of Environmental Change Requests- Planning and managing the allocation of Operations Team tasks, making decisions on workloads within the team based on company demands and priorities. - Identify Operational improvements to the Silverbear Internal IT Real estate as well as its hosted environments to align the company with best practice routines whilst increasing capacity and improving reliability.- Primary contact for hosting and outsources suppliers for a wide range of IT services. Including, - Customer and Internal environment hosting- Avaya Telephony System- Internal Hardware i.e. Laptops, Monitors, Printers

Guildford, United Kingdom

I joined Silverbear as one of their first apprentices with the first offering of the QA Apprenticeship Program. Rapidly getting up to speed with technical aspects of the Installation and Maintenance of Windows Server, CRM On-Premise, and MSSQL server. Gaining confidence with technical terminology and references to show ability within the organisation and establish myself with my peers.Responsibilities:- Provide technical support to all internal IT.- Investigate and diagnose issues with customer hosting environments and report back on the Support system.- Work with the Development teams to establish requirements for environments hosted internally for Development and Externally for Customer Production systems.Achievements:- Completing the first Silverbear Apprenticeship program with QA Apprenticeships.- Gaining the City and Guilds Advanced Level Apprenticeship in IT and Telecoms Professionals.- Passing the Comptia C+ and N+ Certifications.- Part of the largest IT Transformation project within the organisation to implement the latest and largest VMWare environment for all internal systems, making use of clustered VMWare Hosts and a Shared SAN.

Walton-On-Thames

Starting as a weekend receptionist providing customer information. Progressing to Weekend Showroom Host offering customer satisfaction services and providing product information along with product demonstrations from extensive product knowledge.