Mark Proops Email & Phone Number

Worthing, West Sussex, United Kingdom

Burgess Hill, West Sussex, United Kingdom

Dorking

Day to day management of the Dorking Office and Datacentre.Line manager to 7 x 2nd/3rd line Cisco Network Engineers, 2 x 2nd/3rd Line Server Engineers and 1 x Field Support Engineer.Carry out resource scheduling for the team. Assign implementation projects / work packages while maintaining SLA’s on support tickets.Set, monitor and review team and individual objectives and performance in line with Civica’s Performance Appraisal Process.Involved in recruitment of new staff. Producing job specifications, screening CV’s, carrying out telephone and face to face interviews.Technical Design Authority for a PCI-DSS hosted e-payment solution processing £1.6 billion per year. Responsible for ensuring PCI-DSS compliance on both the technical infrastructure and processes within the business. Responsible for signing off the design of all new solutions and upgrades.Assist in the implementation of ISO 9001(Quality), 14001(Environment), 20000 (Service Management), 27001(Information Security) processes and procedures throughout the organisation.Regular meetings held with customers to assist with budget planning and to track current projects.Ensure that all relevant support and customer documentation is in place, and continuously improved.Develop appropriate training and skills transfer plans for team members to ensure they are equipped to deliver current and future business and meet their Development Plans, including coaching and mentoring of new and existing team members.Review performance of team (PAR reviews), in order to achieve consistent high level standardsProvide Support for Civica Pre Sales Team when required, including involvement in bid documentation and solution specification.Liaise with 3rd party contractors to carry out regular servicing and maintenance on specialist equipment (Air conditioning, Fire suppression system, Generator, Security System, Building Maintenance and Electrical Engineers)

Dorking

Deliver projects, consultancy and 3rd level technical support as required to a high standard within the server operations team for both internal and external customersManage and maintain a datacentre consisting of 50 racks, providing a mixture of Cloud virtual hosting and colocation services.Responsible for designing and supporting customer solutions both within the Datacentre and out on site.Technical Design Authority for a PCI-DSS hosted e-payment solution processing payments for over 95% of local authorities. Responsible for ensuring PCI-DSS compliance by implementing security best practices as set out by the PCI Security Council. This involved adapting company policies and procedures as well as ensuring tightened security on all servers and network equipment.Ensure all implemented solutions are backed up with documentation, training and expertise within the Service desk and Support areas.Manage, meet and maintain service levels, where appropriate providing input to other teams or team members, where necessary taking ownership of and managing problems.Provide a point of escalation where appropriate to maintain technical service to customer.Manage or act as central point of contact for incidents escalated from service desk or second line to Senior Technical Specialists.Manage and nurture a confident and trusted interface with customers and other business units within Civica.Expert knowledge of company processes, procedures and systems.Ability to be creative in problem solving.Knowledge and ability to fill in for Technical Manager and maintain service in their absence. Maintain progress on a number of projects and disciplines simultaneously.Provide support as part of the 24x7 out of hour’s rota.Provide backup to support team as required in times of absence, major incidents and high demand.Provide technical pre-sales assistance, recommending solutions to the customer and providing detailed specifications to enable accurate production of quotations.

SunGard PS is one of the UK's leading software and IT consultancy companies, providing services to both Public and Private Sector customers with particular emphasis on Local Government, Public Safety and Criminal Justice. This was a 3-month contract, which was subsequently extended a further 2 years. Working as part of a Team of 4 engineers supporting a call centre environment with over 100 PC's, 40 Servers and a range of Peripherals.Support of the server infrastructure for an external client site with 50 users, as well as 60 remote pc's in and around the London area. Software supported ranged from Windows NT all the way up to 2003 server. It also included Active Directory administration, support for Microsoft Exchange, McAfee antivirus, Backup Exec and a wide range of bespoke software. The role involved working closely with high profile clients so excellent communication skills were essential.2nd/3rd line support to the internal infrastructure and also to external clients systems. Daily administration tasks on servers; these include checking daily backups and also the monitoring of servers.During my time with the company my responsibilities increased significantly. I became a key member of the team and I was responsible for supervising and training a team of 4 new staff after an office relocation. Involved in major projects including; Disaster Recovery planning and testing, reviewing/creating documentation for all internal processes, swap out of UPS system and also many server upgrades/builds.1st and 2nd line support for Symantec raptor firewalls, Mimesweeper for web, Mimesweeper for SMTP, ARC call manager and HP Modular Storage Arrays (SAN).

Ambition is a market leading agency that specialises in recruitment for the Health Sector. Being the only member of the IT department resulted in a fast paced environment in which I was involved with everything to do with IT for the company. 24 hour 1st, 2nd and 3rd line hardware and software support to 150+ users and to 19 satellite branches nationwide. This included 1st and 2nd level call centre telecoms support. Management of a team of 3rd party contractors brought in to deal with increased workload and technical issues.Supported Software: Microsoft office 2000, Microsoft Windows 2000 pro, Microsoft Windows XP pro, Sage Line 50, Sophos Antivirus enterprise edition, Windows NT Server, Windows Server 2003, Veritas Backup Exec, VPOP3 mail server, GFI faxmaker, Recruit Database, bespoke payroll software.Supported Hardware: A wide range of Printers, Scanners, Digital Cameras and other peripherals. Over 150 desktop PC's, 20 laptops, 10 Servers ranging from NT to 2003, Index PBX phone system, Network Infrastructure, ADSL routers (branches) and leased line (Head Office).Involved in the planning, implementation and testing of several major projects. These include: migration from NT domain to 2003 active directory domain, installation of Web Proxy, installation of fax server, installation of access control system for the building, installation of VOIP between offices, and a complete restructure of the IT processes throughout the company.Solely responsible for the purchasing of all IT equipment for the company.