IT & Information Security Manager, working in the lone worker security industry. 20+ years experience. Responsible for a highly available and redundant critical network infrastructure with a global footprint, which underpins 24/7/365 service to clients.Registered Data Protection Officer, responsible for information security in line with GDPR considerations and requirements and compliance to key industry standards, namely ISO27001 and Cyber Essentials Plus. Together with my team of Support and Infrastructure Engineers, we ensure our service remains secure and upto date, whilst pushing the boundaries of technology to promote a solid IT strategy to evolve our systems and our service in line with advancing technologies.

Managing the support desk and specialist IT projects in a Hyper-V environment Alarm Receiving Centre based in Sheffield, handling alarms 24 hours a day, 365 days a year. Providing expertise in Windows versions up to and including Windows 10, 2000/2003, Server admin, Active Directory, Exchange, Citrix, Anti-Virus, Anti-Spam, Veritas / NT Backup, TCP/IP, LAN, WAN, Wi-Fi networking & diagnostics, Firewalls, VPN’s, VMWare, VOIP and Internet technologies and extensive experience of all Microsoft Office applications. My varied role includes: • Monitoring and maintaining the network infrastructure through the use of industry leading monitoring tools, maintaining backups of global systems and performing server, network and infrastructure maintenance. • Deployment of additional and upgraded hardware across nearly all areas of the business including servers and higher performing firewalls and access points, desktop, laptop and mobile devices; all of which recorded in our asset register for compliance and inventory purposes. • Managing multiple IT projects and supporting business change projects including setting up the Alarm Receiving Centre in the Netherlands • Handling sensitive data and ensuring compliance with security policy and best practices are met including managing a project to roll out endpoint encryption across the business.• Building excellent working relationship with suppliers, partners, contractors and staff on all levels, both in the UK and globally.• Regular travel throughout the UK, Europe and the US and out of hours working including coordinating the regular Disaster Recovery drill tests, conference calls and routine maintenance visits and network hardware configuration. • Providing helpdesk support to our users, recording incidents, following through and escalating/liaising with third parties. • Providing end user training in person and remotely including creating, updating and distributing technical and training documentation

Started as a three-month contract to cover an extensive Windows rollout program, this employment was extended as the IT project was not complete on time. Employed to provide cover on the helpdesk I was responsible for supporting both internal and external staff throughout the Trust, providing support for a wide range of bespoke medical and Microsoft applications via remote tools. My duties included:• Dealing with client queries over the telephone and via email• Providing hands on support with bespoke medical systems - System One, Emis, TPP, EPR to name a few of these.• Active Directory / Group Policy admin• Exchange server admin/Endpoint encryptions admin• Assessing requirements and providing quotes for new equipment• Identifying faults and escalating network and other issues to 3rd line server management teams.My employment with the Rotherham NHS Foundation Trust came to an end only due to the finite period of the Windows rollout project coming to an end and strict budget restrictions throughout the Trust.

Working self-employed I operated an ecommerce website creation and hosting business with my partner. We catered for small businesses and hobbyists and provide an online store for clients to promote and sell their products and services. Whilst some clients came to us on recommendation with an already established business, others had no idea what they required and might have never ventured into online marketing previously. It is in these cases we were able to excel and promote our no-nonsense approach to providing a quality customer service experience.Search Engine Optimisation was an important area of the business. During the daily running of the business my duties include: • Answering customer support queries through our online portal and via email• Following up sales leads• Marketing the business through online social media• Monitoring server and network performance and identifying areas of concern• Obtaining resource data and planning for business growth• Carrying out Search Engine Optimisation submissions

Originally started as a short-term contract, my employment was continually extended to meet the increasing workload during a time of change within the NHS. As a member of the Primary Care IT team, my work involved visiting GP Practices and Local Authority sites in and around South Yorkshire in order to resolve issues; hardware, software and network related that could not be resolved remotely by the office based technical personnel. My duties were varied and included:• Network / Hardware and Software troubleshooting and fault finding• Project work including implementation and support of new clinical systems (System One, Emis, TPP, EPR). Primarily using SBS 2003. • Imaging, installation and configuration of bespoke NHS clinical systems• Networking, upgrading and integration of new IT and IP telephony systems• 3rd party liaison with partners and suppliers• Providing training for staff in the use of new technologies• Monitoring and obtaining user feedback on technology rollouts.• Spending little time in the office I was responsible for my own workload and required to prioritize calls based on our SLA’s and the impact of any fault on an end user or clinical service.

Managing a team of IT and telecoms support staff split between technical help desk and field engineers. My duties included:• Ensuring SLA's were met and investigating calls that fell outside the defined Service Level Agreement• Providing an escalation point for dealing with technical issues or any customer dissatisfaction• Scheduling on site engineer visits according to resources and incident priority• Recruitment of new staff members• Carrying out ongoing staff training, development and appraisals• Hardware and peripheral maintenance and break/fix in the workshop• Hands on management providing remote support for customers using Windows Small Business Server

During the final stages of my university education I held a part time position providing technical support and general customer service to a mix of business and residential customers. I progressed through the grades and after graduation became a full time employee as a technical Team Leader. Managing a team of up to fifteen technical support staff my responsibilities included managing the staff rota ensuring cover during busy periods, implementing training and development programs and providing an escalation point for team members when dealing with involved and difficult customer enquiries.