• Managing a team of colleagues, including 2nd/3rd line engineers, Project lead, divisional co ordinator and field engineers, meeting business set SLA’s, performance reviews and reporting. • Service owner for multiple 3rd party support contracts including IMAC and Break Fix services of our hardware, along with taking ownership of our MPS solution across the business. Point of escalation along with leading service imporvement plans to make sure the business are getting the best value from the service provided.• Leading a team that deal with remote hardware and software calls, new branch openings, relocations and closures, looking after the network connectivity through to store equipment requirements. Also acting as DR resource for branches.• Assisting with projects and resource requirement where my teams skills are required.

This role has allowed me to develop my knowledge and skills within the IT support role, while also allowing me to take an interest in my college’s aspirations and look to broaden their skill sets. The role has involved looking after a team of between 8-10 analysts, alongside completing my day to day tasks, I provide support to the analysts along with managing the workload they have. While being in the senior role I've embarked on a larger projects, an example of this was visiting our 2 China offices to upgrade 60 aging pieces of hardware, this included the upgrading of OS, upgrade of internal hardware and making sure the software on these machines was functional after, which once complete led to a drastic decrease in issues raised with both Software and Hardware issues. Also I lead a service offering VIP support to the top Executives and PA's within Travis Perkins, other on-going activities include supporting a batch of HHT's, helping maintain an MDT server used by a 3rd party who provide our hardware, being one of few to understand basic queries in SQL, along with being a key stake holder in Chip and Pin support across the business. While being involved with the tasks above I complete day to day incidents, this includes supporting devices from peripheral right through to Laptop and Desktop’s along with the multiple different software’s installed on these devices.

I was originally employed on a Temporary basis to fulfil the needs of two projects within IT, these were the BTU update and the PTS migration. In July of 2012 I was made a full time member of the team and went on to complete the projects mentioned with an increase in responsibility and involvement. As the projects were coming to an end, I then transitioned into a general support role and was quickly hitting good log closures on a week by week basis, while improving both my knowledge in supporting hardware and software along with the TP environment these were working in. As my experience and knowledge has built I was involved in numerous projects and have become to be seen as a go to person with queries and advice on issues that may arise. Following a split within the team in April 2016, I started taking on more responsibilities within the BAU team. I was leading my colleges around me, pushing them on to hit better stats and complete logs to a higher standard, while also keeping my stats and log closures to a high level. Team members across the team and other teams, value my experience and approachability and are frequently asking for help with tasks they are struggling to complete or understand.