Lee Robinson Email & Phone Number

Middlesbrough, England, Gb

Evansville, In, Us

Direct the International Security and EMEIA IT Operational group using the full team within Berry Global, monitor, escalate, maintain, upgrade, and support of IT resources within EMEA. Develop the EMEA team in line with his Security & Operational role. Develop and implement the Global Security Products.Achievements 1. Roll out of an EMEIA IT organisation, creating the Operational pillar and supporting the Applications & Technical teams, including Security leadership as a reporting pillar to the Global CISO. 2. Instrumental in the EMEIA Regional Operation Management structure with regular communications on, strategy, business service, operational effectiveness, standards and budget.3. Integrating security within the whole team to be a CORE value in everything we do4. Designed security strategy around mobile devices using MS cloud technologies5. Implemented standard security policies and software to improve security posture6. Business security training through communications and hands on tools7. Headcount reduction, augmentation with centralisation of services within the organisation. Regional Helpline organisation 24 X 7 and management escalation. Moving the business from ‘Reactive’ to ‘Proactive’ under an IT owns IT methodology. With a major P1 reduction year on year and the development of business KPI’s and reporting. Reduction from P1 per day in 2019 to 5 per qtr in 2021.8. Implementation and roll out a new core world class security standards applying to the EMEIA data centre that completed refresh with additional failover technology. Then the consolidation of the Legacy business data centres with no major outages. 9. Divested multiple sites across the Region.10. Implementing of a Global Backup and off-site Replications of systems for all plant data.11. Conformance to regular Internal and External audits of IT systems, including the introduction of Customer Audits.

Evansville, In, Us

Rushden, Northamptonshire, Gb

Manage the IT Operational group using ticketing software, monitor, escalate, maintenance, upgrade, and support of IT resources with the Divisional Operations and Group. Develop the team to Senior Operational Support staff with the skill sets to support and implement the agreed Portfolio of RPC ProductsAchievements1. Implemented monthly business review meetings with senior divisional leaders2. Using greenbelt initiatives to drive behavioral changes and set clear targets for the team around ticket handling. Reduction of the backlog year on year and focus continuous improvement.3. Improvement year on year for first person fixes, closure rates and SLA targets4. Introduced pro-active monitoring of environment and backups through dashboards5. Strategically planned and implemented regional support model to have support close to the plant in native languages6. Senior lead implementing of Office 365 under a cloud service offering. Updating the Microsoft Solutions in ALL sites.7. Setup helpdesk reporting and metrics to help drive excellent customer service to the business

Greenock, Renfrewshire, Gb

In this role I am in charge of an energetic, thriving multi-national Helpdesk team which supports around 2000 users across Europe and Canada with various applications being used, I am also responsible for infrastructure and communications within the Group.Main duties for this role include;•Manage helpdesk team wage reviews, holiday requests and time in lieu•Escalation point for the business and internal I.T Team•Submitting costings for annual budgets•Maintain high levels of performance throughout the team•Maintain and Improve the helpdesk performance so we hits targets & SLA’s set by the business•Review current processes to make sure they are still relevant to the business•Provide support to senior members of the Group (Head office staff, directors)•Designing and implementing proactive HD systems and alerts. •Research, budget, managing and coordinating Various IT Projects, including submitting capex’s for approval and collaborating on presentations to the main board for project approval•Attend sites on a regular basis to help customers be more efficient where possible•Build knowledge within the helpdesk team using a skills matrix and training courses•Look into how we can improve our service to the business, for example internal SharePoint page with video tutorials and KB areaKey achievements:• Designed and Implemented a new I.T Team 360 Appraisal Structure / Procedure • Implemented remote access from home / remote office locations without the use of VPN• In charge of my parts of the overall I.T budget• Designed a Unified Communications strategy for the group and forecast costs over a five-year period.• Involved in the scoping and future plans for Group IT• Site Automation – Work in line with the business needs to create a standalone PLC network which helped the automation system run onsite.• Helpdesk Goals and initiatives based on user feedback• Design, manage and deploy UK & Canada sites WAN Migration from BT iNet to Easynet

Greenock, Renfrewshire, Gb

Working as Helpdesk Team Leader for a team of 8 staff along with my duties as a 3rd line engineer. The Helpdesk team supports over 2000 users across 21 different sites across the world. I gained promotion to this role due to my unquestionable commitment and enthusiasm for day to day work and thoroughly enjoyed the responsibility of this role. I took great pleasure in training staff with limited technical knowledge and helping coach those into successful 1st /2nd line Helpdesk engineers.I also had great excitement to be able to bring new technologies into the group to help both the end users and helpdesk staff be more productive in their jobs.Building on from second line duties below, new duties for this role included;•Training Helpdesk Staff when new technology has been implemented•Maintaining Cisco infrastructure on remote sites in the group / upgrade where applicable•Managing and coordinating Various IT Projects – Ranging from research, budgeting through to completion•Developing new IT Procedures for Internal and external use•Developing and Implementing New Technologies within the Helpdesk•Organising 24/7 Helpdesk cover•Blackberry server administration (BES10 and BES12), new device testing (Blackberry 10 and Blackberry Priv)• Good Technology server administration and device support (Apple, Windows mobile and Android)•Helpdesk staff call management and work load•Communicating all issues/incidents to the business•Manage servers in the datacentre and support datacentre team.Key achievements:•Group Site Infrastructure Upgrade on all sites in the group•Video Conferencing Upgrade for HD and screen sharing saving thousands in traval and time•Implemented Cisco Switch Port Security•Designed and implemented Secure Group Wi-Fi access onto LAN from everysite in the Group•Brought BPI Europe Sites into UK DC•Introduce RSA signify tokens into the business•Blackberry Server / Device upgrades•Introduced Good Technology

Greenock, Renfrewshire, Gb

The aim of this role was to support the first line team along with being the next escalation point in the team. I was also attending sites on a regular basis to carry our repairs, installations and training when required.My primary duties included;•Manage own calls via use of priorities and sub priorities•Cisco IP Telephony Troubleshooting & Administration•VMWare Management & Administration•Remote User Support•Citrix Administration & Troubleshooting•SQL Administration & Troubleshooting•AD, DNS, DHCP, File and Print Server Installation, Setup & Administration•Network and VPN Troubleshooting•Management migration projects•Hardware Support and Engineering (inc. Thin Clients)•SharePoint Development, Administration & Troubleshooting•Dealing with user support queries via telephone and email.•Attending sites and homes to provide user support and to install new hardware. •General networking, including patching.•Configuring Laptops, Thin Clients, Network Printers.•Troubleshooting hardware issues on Forktruck terminals and hand scanner terminals. •Maintaining the day to day tape backups of the system. Key achievements:•Thin client rollout - site visits to sites to change setting or fix hardware was costing time and money so we replaced all current HP thin clients and PC’s (where possible) with new Igel terminals which allow very granular remote management.•Involved heavily in merging two separate geographic and skilled helpdesks together so we appeared as one team to the rest of the business.•Group Cisco VoIP Solution - Involved in the design and implementation of the initial rollout of the new group VoIP which provided voicemail, presence, IM and a contact centre module for queuing and incoming call routing based on skill sets and calls answered.•Took a key role in researching and selecting a replacement hardware system for RF hand-held and truck mounted warehousing system. Allowing remote support was a key advance amongst others.

Gb