Managing DevOps and Internal IT teams across multiple geographies, focusing on workload prioritisation, cost/budget control, supplier management, and development of technology strategy.Working with my team to maintain SLA and OLA commitments for platform availability and performance; reviewing results to drive continuous improvement. Identifying areas where automation can streamline business processes (RunDeck, Ansible, Terraform). Leading collaboration with our development teams to change how we package and deploy applications, moving from manual deployments to a CI/CD model. Integration of the QA team and their processes into the build pipeline to improve stability and customer satisfaction. Collaboration with stakeholders, including sales, CSM and legal to complete tenders for new and repeat business. Meeting with clients to review performance, implement changes and provide project support. Projects include:-Architecture, design and implementation of a new AWS-based platform for our application, including migration from a legacy service provider (Linux on EC2, CloudFront, RDS/Aurora Serverless, RedShift, S3 and EFS, AWS Organisations, inter-VPC networking and security tools),-Implementation of high-availability/redundant infrastructure for all components of our platform, including the ability to seamlessly scale to millions of transactions,-Migrating all environments to be fully immutable and built using Infrastructure-as-Code (Ansible and Terraform),-Development and implementation of incident response and support processes including disaster recovery plans, along with supporting technical measures,-Working with the CIO to achieve and maintain ISO27001/ ISO27701 certification,-Managing the technology and people challenges resulting from multiple mergers and acquisitions, including technology consolidation, team and process restructuring and transitioning to a unified, global department,-Management of AWS cloud spend in excess of $5mm per year.

Virgo Networks is a web hosting and network services company based in the North East of the United Kingdom. We provide a range of IT related services ranging from web hosting and website development to network infrastructure installation and consultancy.We provide services to a diverse client base including; voluntary organisations, small to medium-sized businesses, and more, helping each client to choose a solution that is not only suitable for their immediate needs, but will prove to be dynamic and scalable for years to come.At Virgo Networks we pride ourselves on offering cutting edge products, with traditional customer orientated service and support. Our aim is to provide a solution that works - allowing our clients to concentrate on their business, and not the management of IT infrastructure. We focus on putting our clients first; providing high quality, cost effective solutions that help our clients progress and grow.

Responsible for creating pipelines and tooling associated with projects. Taking an active part in project design and build, supporting developers and other members of project teams, and supporting the systems and infrastructure where finished products reside. A heavy focus on Linux systems and applications (PHP / Java), primarily running on Xen\KVM private cloud or in AWS and Microsoft Azure. Working to deliver the best performing and most cost effective solution for any given project, while adhering to Capita and client standards. Ensuring that existing and newly implemented systems are fully compliant with standards and legislation including PCI-DSS, ISO27001 and GDPR. Working with project management and bid teams to architect solutions which exceed the expectation of clients, adding value wherever possible. Forecasting costs associated with new and existing projects, providing the departments contribution to bids for new work.Assisting with resource planning and providing technical and organisational leadership to the team (including setting performance and development objectives and performing line manager duties), acting as a subject matter expert for a number of project specific and industry standard areas. Responsible for hiring new staff who offer a good balance of cultural fit and technical expertise.Notable projects include:-Architecture of a new reference design for Drupal web applications in AWS -including provision for auto-scaling (millions of users per day) and self-healing to ensure high availability.-Complete refactoring of a legacy private cloud estate based across multiple datacentres, including replacement of compute, storage and network hardware.-Decommissioning of one of the company’s major sites, including removal of all legacy server hardware and network infrastructure without interruption to service. -Working with the PMO to develop the framework responsible in securing a £1.3m per year renewal from a government department.

Administration of Linux server and Juniper networking infrastructure to support a leading Software-as-a-Service platform. I am responsible for the deployment and maintenance of over 230 physical and 100 virtualized servers primarily running Linux at two datacenter locations, in addition to Juniper routing and switching hardware, to support the provision of the organizations’ industry leading application. Ensuring that the platform remains highly available, meeting SLAs and OLAs for both customers and internal stakeholders. Collaboration with the development, QA and product teams to manage customer expectations and protect platform performance and availability, whilst delivering new features and functionality. Undertaking management of the infrastructure via Ansible configuration management, ensuring documentation is created and maintained to the highest standards of technical accuracy. Accountable for capacity management and service improvement, I identify potential issues before they occur and ensure that the platform is capable of supporting the company through a period of rapid growth. Ensuring that the application is able to scale appropriately to peaks in demand, e.g Black Friday and other seasonal events. Identifying areas and tasks that will benefit from automation and development of tooling, increasing accuracy and reducing human interaction, resulting in improved service efficiency. I continuously provide input for the development of technical roadmaps and codebase improvements. I am responsible for the procurement of the required goods and services to support the activities of the infrastructure team, ensuring that suppliers deliver the expected standards regarding value and quality. I select suppliers based upon critical evaluation of capability, compliance to standards and ethical integrity.

Management of a team both office-based and remote; accountability for performance, training and development, wellbeing within the workplace and compliance with policy and expectations. Hiring and onboarding, focusing on organizational fit.Working with the health and safety officer to implement initiatives and improvements, with a view to ensuring reduction of both workspace risks and incidents. Representing the team to internal and external customers, analyzing requirements for deployment and operation, problem management and service improvement. Responsible for service management, in line with the company adoption of ITIL. Systems administration of on-train/track-side network infrastructure and passenger WiFi/information, vehicle management and telematics systems. Incident management and liaison with users and crew for diagnosis and resolution of faults. Field engineering aboard trains and at stations, in addition to coordination of remote staff in the EU and beyond, with high regard for health and safety. Regular shift-work on a 24/7/365 basis with remote and lone-working. Planning and delivery of projects in a structured manner, considering requirements of train operators and rolling stock maintenance. Preventing impact upon SLAs, whilst meeting deadlines. Capacity management, identifying technological constraints and changes in user expectation. Proposal of solutions aimed at scaling to ensure that experience and service availability are maintained.Extensive use of a customized LinuxOS and industrial Ethernet/WiFi hardware from a range of vendors. Scripting and automation using Bash. Administration of the Microsoft SQL Server environment, shore-side and on-board hardware within a leading digital signage system. Design of over 30 Zabbix SNMP deployments, to enable fault-finding and performance trending at distributed locations. Development to overcome a limitation of Zabbix within Nomad Digital’s use case, resulting in a cost saving of €40,000+.

Provision of second and third-line support for clinical and administrative applications to more than 5000 users across the PCTs served by the Support Services Partnership (Gateshead, South Tyneside and Sunderland).Assist with the planning, deployment and continuous improvement/maintenance of the application portfolio offered by the Support Services Partnership. Maintaining a detailed and thorough understanding of supported applications to enable optimal, effective and efficient use. Accepting ownership of a variety of complex software systems from a range of vendors.Production and maintenance of comprehensive and accurate documentation regarding infrastructure, applications and services.Providing first class customer care and support at all times remaining conscious of incident severity and potential impact upon staff and patient care. Effective management of individual workload and priorities, ensuring regular provision of detailed and accurate updates to both end users and incident logs.Production and implementation of structured test plans pertaining to newly commissioned or upgraded/modified systems, liaising with in-house project teams and external suppliers. Through communication with all stakeholders during the testing process, improvements were identified and any remedial work identified as a result of this was completed in a timely and comprehensive manner. Research and investigation of new products and technical developments within the field, with a view to potential implementation within the organisation to realise associated benefits for staff and patients.Ensuring that system security and data protection were taken into consideration at all times, in accordance with relevant legislation; including the Data Protection Act (1998) and the recommendations made within the Caldicott Report (1997).

Provide second line helpdesk support to a wide range of clients (occasional first line work as demand dictates). Investigation and resolution of various IT and networking issues involving a diverse selection of equipment and technologies.Frequent contact with customers and end users to report, diagnose and resolve issues. Provision of reassurance and support to clients facing technical difficulties. Maintaining accurate and complete documentation of changes to infrastructure and system configuration. Accurate management of job tickets, providing detailed updates to clients, ensuring that critical issues receive the appropriate level of priority. Communicating effectively with members of my team and end users regarding the nature and progress of reported faults. Working within the team to ensure optimal use of available knowledge, and providing assistance when required to other members of staff.Administration of systems including various versions of Microsoft Windows Server (including Active Directory), Microsoft SQL Server and Microsoft Exchange. Liaising with clients and suppliers to arrange the procurement, installation and operation of telecoms/data infrastructure, including ADSL/SDSL, EFM, ISDN and leased line circuits.

Provision of post-sales customer support over a wide range of products and issues (including IT hardware and software). Coordinating internal and third party equipment repairs for customers; acting in accordance with all relevant legislation and company service level agreements.Maintaining continuous contact with customers, where required diffusing potentially volatile situations involving dissatisfied clients. Ensuring that all customers are served in line with the company's strict standards regarding high quality, consistent customer service.Communicating company procedure and troubleshooting advice to clients in a friendly manner, consistent with the client's level of expertise.Accurate management of stock and inventory and assisting other staff members with company process and procedure. Occasional provision of assistance to staff members with IT and telecoms issues.This post required an extensive knowledge of the company’s products and services, in addition to relevant legislation (Sale of Goods Act, Distance Selling Regulations, Data Protection Act, etc).

As with second appointment at IT Professional Services (above), with an increased focus on first line customer facing support work. Handling of incoming support calls, logging of incidents and service requests. Performing initial troubleshooting to enable a “first-time-fix” where possible. Providing reassurance to clients experiencing issues, alerting management to serious or potentially volatile incidents. Provision of managed services, including proactive support and statistics collation/reporting. Regular liaison with managed service clients to review and feedback upon service received. This was a fixed term position, which I was required to leave after 12 months to resume my university education.

Customer service, till operation and stock and inventory management. Provision of customer service in line with the society's service requirements and ethos.

General shop work including till operation and stock management, providing specialist product and technical advice to customers.Maintaining an in depth knowledge of the company’s extensive range of products and services.Provision of specialist advice regarding electronic equipment, along with build/repair work relating to electronic and computer equipment.