The State based Service Experience Team Lead is a key role within the Service Experience Team and the greater Brennan Service delivery function.This role is focused on driving the customer experience and operational excellence in our Service Management function, working with our Service Desk teams and managing the state’s Service Management Team.

As Service Manager I am responsible for ensuring that Brennan IT delivers the highest levels of service quality to our clients. This involves maintaining a balance of managing service availability and service levels to assure client satisfaction.The Service Manager is the primary service delivery interface for the client and will deal with any service delivery quality issues escalated by the client.My responsibilities are: 1.Analyzing client service delivery reports each month and provide commentary on our service levels and trends within the client’s environment.2.Manage a technical team with the aim of achieving and exceeding customer and company KPI’s with quality of service being the top priority.3.To be a trusted advisor to customers and always conduct myself with honesty and integrity.4.To be a 3rd line escalation point and mentor for my technical team.

Responsible for Managing the Service Delivery Team, Admin Staff, and P&L.Key Achievements• Growing the Business from 3 employees to 17 over a 6-year period. • The largest independent managed service provider in our areaKey Responsibilities• Managing the overall P&L• Managing the technical team and support staff• Negotiating and closing new sales opportunities• Designing and implementing various solutions (Solutions Architect Role)• 3rd line escalation for technical resolver groups• Client Relationship Management

• Design and implementation of various solutions based on Microsoft and Linux Technologies.• Virtualization of primary client servers using VMWare, Hyper-V and Citrix solutions.• 2nd and 3rd line support for VMware, Citrix, Linux and Microsoft systems• Project manage new technology implementations and roll-outs, both internal and for our client base• Provide technology advice and new system research services to current client

• Administering and Maintaining the Microsoft Exchange environment Exchange 5.5, Exchange 2000, Exchange 2003• Disaster recovery planning and implementation for Exchange environment.• Configure and maintain Active Directory Services.• Monitor and maintain overall system efficiency.• Digital fax distribution system running on RedHat Enterprise server, HylaFax and Exchange.• Troubleshoot problems reported by users.• Analyse and isolate network and system issues.• Monitor RAS to ensure security and availability to specific users (CEO and Directors).• Ensure network connectivity throughout the company's LAN/WAN infrastructure is on par with corporate requirements• Maintain network and system security.• Maintain and document the network facilities and individual machines, such as drivers and settings of personal computers as well as printers.• Make recommendations for future upgrades and budgetary considerations.• Identify user needs and provide management with assessments and recommendations.