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 not limited to) a virtualised server environment (VMware), Microsoft Windows Server, Linux, Microsoft Exchange, end user devices (desktops, laptops, printers,scanners, telephones), mobile infrastructure (mobile phones, tablets) and a variety of ERPsoftware applications. Recently managed achieving Cyber Essentials Plus certification for the group working with both internal key stakeholders and 3rd party professionals.Acting as a Servant Leader by putting the needs of team members first, helping individualsto develop and perform to a high standard, being committed to the growth of individuals.Creating a Strategic Vision for achieving the team's long-term goals and taking aleading role in the implementation of new initiatives within the team that work towardsfulfilling that vision.Standard Line Management responsibilities, guiding work assignments for direct reports,Working to HR policies wherever appropriate and acting as a communicationsconduit between direct reports and line manager.Applying Coaching as a technical and behavioural learning approach that is integratedwithin regular business-as-usual activities, to continuously understand, appraise and improve the capabilities of others.Provide a Continual Improvement framework and culture for the team to enableon-going improvements to internal processes and procedures, that contribute towards thegoals set out in the strategic vision for the team.Quality and Timeliness of individual work assignments that are done alone or as part ofa team.

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.• Planned and project managed the upgrade of the global ITSM Service Delivery tool.• Planned and implemented a CMDB tool linking the tool to an asset discovery system.• Gathered detailed trend statistics for the International Airlines Group ( IAG ) reporting team.• Deputised for the Service Delivery Manager.

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 intranet and mobile email while adhering to ITIL Incident, Problem and Change processes. Undertook planning and design tasks, determined infrastructure to host system, configured servers, carried out system and unit testing. Investigated and tested improvement plans for production environment systems.

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 baseline.Planned and implemented enterprise energy saving strategy using Nightwatchman and WakeUp, built the servers and deployed software to the estate via Group Policy.

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 levels of business management.Mentored new members of the service desk. Good communication and interpersonal skills to build a rapport in all relationships; performing a technical lead role in supporting the Service Desk Team.Installed software, modified and repaired hardware and resolved technical issues.Followed up with clients to ensure optimal customer satisfaction.

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 trained other support members

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.