Keith Clement-Drew Email & Phone Number

Surrey, England, United Kingdom

NHS and Health Services Application SupplierLeading Supplier of Laboratory Information Systems across the World• Run the European Service Desk (Multiple Applications)• Critical Systems for Health Care providers – full resilience / redundancy required• 40 staff across three countries with Direct and In-direct man-management (4 teams)• Sales, Product, Professional Services, and Development Relationships / Interactions• Customer visits and Reporting• Third-Party liaison and management

Brackley, England, United Kingdom

2nd Largest Protein Provider in the UK (Chicken and Turkey)• Management of a 11-man team of Service Desk agents spread across the UK• Management of a 6-man Operations team – Server and Applications• Built the Teams from a team of 9 Generic Support Agents• Policies and Procedures - GDRP• Reporting (KPIs) and Trending• Recruitment / Promotions / Disciplinaries• Ticketing System and KnowledgeBase Building• Business, Third-Party and Development Team Interaction• Internal IT Support Team

Oxford, United Kingdom

Global Customer Support ManagerStartup Business - built the Support Department from scratch both in the UK and in North AmericaProcesses, Policies, Reporting (KPIs), Trending, Recruitment, Ticketing System, KnowledgeBase Building, Product and Development Team Interaction, Product Security, Office Move, Infrastructure.

Banbury, Oxfordshire

Fixed-Term Contract to project manage the implementation of their company-wide data system - including Personnel Data, Financials, Attendance, Rotas, Training, Qualifications, and Clinical Registrations.

Buckinghamshire, Uk

Responsible for all aspects of IT / IS support management and services, leading all the EMEA technical support resources• Intel Security until April 2017• Progressed from Team Manager to this key Regional role within a Garner-leading Security Software Company• Leadership of the EMEA Multi-Product Support Engineers and the Global Data Protection Support Team• Key point of escalation within EMEA and worldwide, using a ‘follow the sun’ model• Integral in the provision of the Europe-originated integrated Data Security Cloud Solution (CASB, Encryption, Cloud, DLP)

Stoke-On-Trent, United Kingdom

Responsible for the provision of enterprise class support services throughout Europe• Appointed to setup and spearhead the support and the escalation issues within the European region • Key role within an Anti-Virus, Anti-Spam, Anti-Phishing & Total Security Software package provider• Leadership and remote management of support / development teams based in Romania• Engaged collaboratively with the Sales Team, doing product demonstrations & support

Bracknell, Berks, Uk

Management and Leadership responsibility for the European technical support teama and services with a specialist in security solutions• Joined as a Team Manager and progressed to being responsible for all of EMEA Support with a world leading organisation within the security sector• Key point of escalation within EMEA and worldwide, using a ‘follow the sun’ model• Technical, budgetary and administrative management, engaging with senior-level stakeholders• Leadership, management and motivation of 30 highly-technical and non-technical resources• Setup the mission-critical services and support department extending across Europe (EMEA) territories• Regular analysis of metric trends to improve customer satisfaction, efficiencies, and call closure

Sheffield, United Kingdom

Responsible for all aspects of technical / server support, engaging collaboratively with key clients • Appointed to build the Server Support Team ahead of the engagement of a Server Support Director• Temporary IT leadership role within a major outsourcing company• Software and hardware services for UK-based private and public sector customers• First point-of-contact for issue escalation and regular DR exercises across customer platforms• Client-facing engagement, with regular customer meetings & advising on upgrades / installations• Leadership, building and motivation of a team of 22 Wintel Server Engineers & Unix Engineers covering 400+ Windows servers, 150 Unix servers and a Fujitsu mainframe

Bristol, United Kingdom

Responsible for supporting Logica’s mobile phone payment system’s software applications & tools• Focused on ensuring provision of High-Availability UNIX servers distributed across customer sites• Leadership and motivation of 40+ staff, providing 1st, 2nd, 3rd line Support and Sustaining services• Matrix management and leadership of 5 EMEA-based Project Managers• Client-facing engagement, including problem solving, KPI / SLA monitoring & product presentations

Coventry, United Kingdom

Birmingham, United Kingdom

Financial Middleware Software Company

Abingdon, Oxfordshire, Uk

London, United Kingdom

Contracted into JP Morgan in London

Banbury, Oxfordshire, Uk