Lance Malin Email & Phone Number

Cam, Gloucestershire, United Kingdom

• Interview, recruitment, induction and probationary evaluation of colleagues within Commercial Service Delivery.• Assist with the formation of the departmental strategy and communicate departmental objectives.• Identify knowledge gaps, coach and mentor where possible and arrange training where required.• Lead team meetings and one-to-ones.• Manage department absence, conduct and capability, guide colleagues through disciplinary proceedings where applicable.• Conduct annual PDP with colleagues on the department and identify talent for progression planning.• Communicate change and directives from Senior Leadership.• Communicate company mission, vision and values.• Manage 1 to 1 relationship with assigned Programme Manager• Receipt task priority from assigned Technical Delivery Consultant, all work via Autotask, no invisible work• Re-route direct requests via assigned Programme Manager or Technical Delivery Queue if not an allocated customer• Monitor and review allocated customer software and infrastructure, making recommendations on possible improvements via assigned Programme Manager• Record worked hours against tickets and tasks in Autotask, ensuring customers are charged Totalcare appropriately• Assist sales team with identifying opportunities within assigned accounts, support in delivering product demos• Be the designated project resource for any assigned customer implementations• Channel enhancement request through the product management framework• Fortnightly contact with assigned customers via Teams• 2x per annum on -site consultations with assigned customers• Provide technical expertise and collaborate with Programme Managers/clients to establish their technical requirements.• Support Programe Manager/clients throughout the whole project lifecycle activities across discovery, requirements gathering, build, end-to-end testing, process definition and change and go-live

Cam, Gloucestershire, United Kingdom

Taif

JOB PURPOSEResponsible for the management of the In Service Data Management (ISDM) Team based in the Typhoon Support Centre (TSC) at Taif. JOB ACCOUNTABILTIES• Providing the focal point for ISDM, interfacing with the RSAF at all levels to assist with their understanding of in-service data metrics and provide the main interface into Industry via the BTSC at Warton• Providing a focal point for the management of all in-service data requests, liaising with the Data Integrity Team to ensure a stringent data policy regime is implemented, ensuring confidence across the fleet in support of the flying programme and data analysis requirements of the In-Service Data Management (ISDM) community.• Analysis of in-service data to determine Typhoon Fleet reliability and maintainability trends.• Root Cause Analysis of Aircraft System reliability and maintainability issues to produce improvement recommendations, where appropriate.• Analysis of the effectiveness of the maintenance program to support optimisation recommendations.• Use Crystal Reports, Excel and Oracle SQL Developer software to extract and manipulate data from multiple sources to build reports based on this data and/or carry out analysis of this data.• Providing management and support to structured On-the-Job training for RSAF personnel and BAES ISDM Team members, in the form of training, coaching, work experience and mentoring as appropriate.

Cam, Gloucestershire, United Kingdom

• Direct responsibility for technical account management, working with customers to ensure they are realising return on investment from our software and IT solutions.• Regular contact with accounts, understanding their business, identifying opportunities to recommend or promote new or additional software and services.• A single point of contact for issue escalation, assisting the helpdesk by dealing with escalated in depth support calls. Ensure calls are dealt with in a timely fashion• Project management and delivery of small to large scale software deployments ensuring tasks are completed within budget and on time• Other tasks include requirements gathering, system configuration, data migration, report building and user training.

Cardiff, United Kingdom

Key Duties: • Direct responsibility for technical account management, building and managing excellent customer relationships and providing hardware and software for the testing of mobile and fixed internet services.• Managed prestigious national and global accounts including Vodafone UK, Vodafone IE, BT, O2, TalkTalk and Telecommunications Regulatory Authority of Bahrain, working in line with all service level agreements.• Successfully analysed customer requirements, identifying technical needs and ensuring satisfaction.• Achieved excellent results with a number of high value clients, successfully recapturing these accounts and significantly improving customer relationships.• Acted as the main contact between the customers and the support team, conducting regular calls and visits to ensure the achievement of all client objectives.• Significantly reduced the number of support calls placed by customers through the implementation of key activities.• Ensured the provision of 2nd line support, using problem solving skills and expertise within Unix/ Linux hardware and SQL databases.• Worked closely with the commercial team, highlighting any business opportunities with existing customers.• Delivered a number of training courses including the coaching of the entire company in relation mobile broadband.• Completed a number of additional tasks including providing advice on upgrade processes, producing offline customer reports and conducting software testing.• Played the lead role on a number of key projects including a complex deployment of hardware and software broadband testing project for BT.

Bristol, United Kingdom

Key Duties: • Initiated and implemented the full training process, writing and delivering an internal developers course from scratch.• Successfully created training courses and material on a global basis for One NDS platform, One HLR and One MNP products.• Ensured the effective creation of all training documentation.• Responsibility for the installation and configuration of all training hardware and software.• Created and delivered all presentations for staff and customer upon new releases.

Bristol, United Kingdom

Key Duties: • Successfully created and implemented the training department, setting up training plans, documentation and training courses.• Direct responsibility for managing all technical product training on a multi-site basis, ensuring the creation, delivery and consistency of training courses across regional centres.• Created all training materials and courses for the Odyssey radio planning tool and Omnix site rollout/ project management tool, using excellent negotiation skills to manage all costs.• Built and managed excellent internal and external relationships, completing extensive liaison with customers and managing all tender responses.• Enhances efficiency through the management of an availability log of trainers on a national basis. • Developed and implemented a customer User Acceptance Testing training course, completing this week long course to all stakeholders in relation to a new Java/ J2EE version of ANS software.• Managed the full technical training function within this prestigious organisation, creating and delivering training courses for employees and clients.

Monitoring and acknowledging network alarms.• Responsibilities: Monitoring and acknowledging alarms on Nortel and Alcatel OMC-R.• Perform 1st line maintenance on all network faults in order to clear or identify faults.• Raise, track, escalate and update all faults with a view to resolving within specified timings.• Liaising with external companies where necessary. Inform and update Customer Care of any service affecting faults.• Processing of customer reported faults.

Installation of Internal/External cabling• Responsibilities: Worked on a contract to move an existing communications centre for Birds Eye™ to a new centre.• Installation of external, and internal cabling, structured cabling I.T. CAT 5 and terminating.

Installing/Operating radio detachments• Responsibilities: Erecting HF, VHF, UHF, and satellite antennas.• Installation of HF, VHF, UHF, and satellite radio equipment.• Tuning and operation of HF, VHF, UHF, and satellite radio equipment.