Mark Byrne Email & Phone Number

Abingdon, Oxfordshire, GB

Abingdon, Oxfordshire, GB

Altham, England, GB

As the Head of Technical Operations, I managed a team responsible for maintaining a wide rangeof IT services and infrastructure across all the group sites. Ensuring the smooth running of the business that depends on the IT infrastructure, and to provide technical support and advice to business users. The wide scope of the IT infrastructure includes (but is.

Crawley, Sussex, GB

• Pro-active management of a busy Service Desk supporting 700+ users worldwide.
• Coached and mentored staff members providing 1-2-1 and annual assessments.
• Introduced new structure and working practices to the Service Desk which improved morale and productivity.
• ImprovedService Desk First Time Fix rate to over 85% by using a Knowledge database.
• Identified gaps and introduced a software deployment tool reducing calls by 32%.
• Managed the Service Desk backlog to record low levels.

Crawley, Sussex, GB

Roles and responsibilities included:-Installed software, modified and repaired hardware and resolved technical issues for over 100 Microsoft Servers.Managed call flow and responded to technical support needs of customers.Managed Active Directory, group policy as a domain administrator.Led roll-outs of new hardware and software including a corporate.

Key member of the infrastructure team supporting desktop and server products including the design and upgrade of the corporate Service Delivery tool, Marval Open Pursuit.Planned and implemented upgrade of Open Pursuit from flat database to Oracle relational database.Active Directory and Group policy management including Server hardening to pass PCI.

Successfully progressed from Service Desk analyst to Senior Service Desk analyst based on performance.Senior technical role in the Service Desk supporting the team leader.Responsible for distributing workloads and developing team members technical skills.Supported the Service Desk Manager and deputised for them when required including liaising with all.

Technical lead for the scoping, design and implementation of Windows NT 4.0 servers environment for design and pre-press image storage and processing.Primary Apple Macintosh support analystTravelled extensively to all parts of the UK undertaking planning and design and installation tasksPrimary contact point for Project Managers' implementations and.

Provided personal technical support to a varied customer base.Cultivated a strong relationship with customers and proved invaluable to business in the North West

Expert support for Apple Mac customersManaged the showroom and demonstrated software and hardware solutions for customersInstallation of software, hardware and networking for customers

Ran the Preprint Linotronic Bureau - producing film or prints for customers to tight deadlinesOrdered and managed the daily stock for the developing labsOperated and became expert in using Apple Macintosh software and hardware

Installation engineer for steam boilers and press equipment.