Keith Pyper Email & Phone Number

Ireland

Managing a multidisciplinary ICT team of application and infrastructure specialists, including third-party vendors and service providers. ICT team manages, maintains and supports all aspects of the HPRA’s IT landscape, including software and web site development, Oracle and SQL Databases, Data Analytics and Power BI, SharePoint Administration and Development, Networking, Firewalls, Antivirus, Antimalware and IT Security, Desktop and Server Virtualisation, Proactive System Administration and Monitoring, Backup & Recovery and Business Continuity. Management of data center/hosting facilities, which include on-premise data center, co-located hosting, IaaS, SaaS and other cloud services. Responsible for; Ensuring all ICT systems and infrastructure operate within SLA’s and OLA’s, which include hosting provisions and underpinning infrastructure of the HPRA’s several 24 x 7 x 365 internet-based services and data feeds used by external stakeholders.Budgeting and procurement ensuring effective investment in ICT and value for money is achieved. Procurement of ICT hardware, software, IT resources and IT services in line with public sector procurement, OGP frameworks and RFT’s. Development of the ICT function in line with the ICT strategy, wider HPRA’s annual business plans. Recruitment, mentoring and development of ICT team via PDP’s aligned to the ICT work plan and ICT strategy.Development of business cases related to ICT system upgrades and projects with business stakeholders, vendors, and ICT team members. Successful delivery of ICT projects by direct project management or in conjunction with the PMO office. Ensuring governance and development of ICT function in relation to the HPRA’s, National and EU regulatory obligations. Developing ICT policies and procedures in areas of IT Security, GDPR, ITIL, ISO and adopting best practice frameworks where possible. HPRA representation on EU IT telematic working groups related to Health Regulation.

Ireland

Leading a team of 18 highly professional EMC/Compellent technicians who provide advanced Technical Support to Dell's enterprise customers. Responsible for the 'customer’s experience'throughout the lifecycle of the support engagement, from receipt to resolution. Directing and overseeing day-to-day operations to include delivering to SLA’s, KPI’, end-to-end quality & cost targets, overseeing team resources and capability to meet varying complexities of Dell Enterprise Storage product range. Recruit, train mentor and develop the team’s capabilities as to match business requirements.

As part of the Dell Pro Consult Business Unit, managing the EMEA ICS Global Solutions Center for Northeren Europe, South Africa and middle east.Initially responsible for a new team of 15 multilingual staff members, based in Dublin, Glasgow and London providing pre-sales support services across northern and central EMEA. Tasked to help define pre-sales engagement process, integration with existing local procedures, evolve and harmonise process to match a common global Dell model. Coordinate and lead in country kick off meetings with key stake holders in the ICS business, ICS managers, sales managers, partners, local solution architects. Define service levels and KPI’s, monitor and ensure appropriated service levels and customer satisfaction is achieved. Match sales opportunity growth and building team in line with sales volumes, recruit and train addition staff members growing the EMEA team to 40 with 10 staff members based in country.

Management and provision of IT services for the Ireland and UK region comprising of 2 offices in Ireland and 5 offices in the UK. Included 12 IT staff and over 800 operational staff across 4 separate business lines. As regional IT manger my role was to develop and support local IT systems specific for local business and customers, while at the same time standardizing IT policies, procedures and practises in the Ireland/UK region in line business requirements and corporate guidelines. These included; IT security, business continuity and disaster recovery, leveraging skills, IT resources and spend across the region to improve IT services levels and reduce IT spend. Along with the other regional IT managers located around the world we worked closely with the Corporate IT management team to define, plan and implement global IT strategy across all our offices. Key initiatives; Project manage and coordinate the integration of Lionbridge and Bowne Global offices

Hands on management of IT services for Dublin operations and European Data Centre.Large multi-platform network supporting 320 users, 600 workstations, and 30 multi-platform servers. The European Data Center facilitating the hosting environment for global internal system and customer facing e-business applications. Responsible for providing a high quality IT service ensuring maximum availability and services levels are achieved. Manage IT budget while driving and project manage the development of IT systems in line with the business, customerrequirements and expectations. Develop and write ISO/Business continuity procedures for the management of computing resources. (Backups, Network security, archiving, virus scanning, system patching, Disaster Recovery etc). Negotiate the provision of services and equipment from vendors and suppliers. Responsible for the direct day-to-day activities of 10 IT staff. Recruit, train, and supervise qualified personnel; oversee provision of network and helpdesk/support services. Lease with other managers to coordinate IT initiatives to help improve IT services, reduce SG&A costs and to help generate new business. Key initiatives, Project manage the migration from NT4 & Exchange 5.5 to Windows & Exchange 2000, Project Manage the design and development of combined on-line Helpdesk, Asset Tracking and software library system. Design and coordinate the implementation of internet VPN solutions to several customers. Project Manage the relocation and IT integration of two Dublin offices during the acquisition of Berlitz GlobalNET by Bowne Global Solutions. Implementation of call centre to facilitate telephonic interpretations business in Ireland and the UK; the solution involved using a single IVR PBX based in Dublin and Voice over IP technology. Other cost saving initiatives to improve telecommunication and IT services.

Managing and supporting internet banking services. Online banking, credit card verification, online asset management.Web servers, Firewalls, Backups, Anti-Virus, Intrusion detection, disaster recovery.

Administration of network and IT systems supporting production office, environment of Berlitz GlobalNET operating of Blackrock office. Supervising department of 4 staff members to provide support and management of IT infrastructure and services; Desktop user support, system backup + archive procedures, company virus protection, printing services, support of systemand network devices. Personally responsible for supporting company mail and e-Business devices; which Included. Internet Security and Firewall, support of WebServers, management of berlitz.ie, berlitzit.com and berlitzglobalnet.com domains.