Responsible for project delivery, design, and development of business products and support tooling.Responsibilities:- Identified areas of improvement for existing or new tooling;- Managed approved projects and implemented them within assigned timelines;- Provided support and guidance to other engineers;- Acted as a point of escalation for support teams and Full Stack Systems Engineers;- Worked with external stakeholders to qualify and document new products, both hardware and software.Achievements:- Designed, developed and implemented analytics tooling that identified discrepancies in billing, recovering approximately $1.2 million in missing revenue;- Developed and implemented a fully automated test lab using Terraform and Ansible, facilitating both user and automated testing;- Implemented an end-of-life program for devices running outdated operating systems, generating an additional $600,000 in annual revenue.

Responsible for the design and development of business products and support tooling.Responsibilities:- Improved business workflows and tooling to provide a more efficient service;- Independently managed assigned tasks and communicated with task stakeholders;- Worked closely within the team and with external stakeholders, assisting senior engineers in qualifying and documenting new products, both hardware and software;- Identified areas of improvement within the team and the larger organisation;- Designed, engineered, architected and integrated tooling to reduce total costs, support customers, and minimise human error.Achievements:- Implemented single-click login for customer devices, saving an average of 15 minutes per device connection.

Responsible for leading a team of 15 Windows Engineers, providing 3rd line support to our customer base.Responsibilities:- Guided the professional development of the Windows Engineering team through coaching, mentoring and regular performance reviews;- Conducted 1-to-1 meetings to provide personalised feedback and set individual growth plans;- Planning on-call rotas and shift patterns to ensure balanced workloads;- Fostered a collaborative team environment and encouraged continuous learning and skills development;- Reported on ticket queues and ensured adherence to SLAs.Achievements:- Implemented a reporting tool using Python and Grafana, identifying stale tickets, closure times, and additional statistics to aid faster customer ticket resolutions and increase engineer responsibility;- Significantly reduced ticket queue lengths by implementing more efficient ticket management procedures and reporting.- Under my mentorship, the team ticket latency from 4 weeks to 30 minutes.TechnologiesServiceNow, Python, Grafana, InfluxDB

Led the technical management of high-value enterprise customers, ensuring optimal solutions and acting as a key point of escalation for critical issues.Responsibilities:- Held overall technical responsibility for several high-value enterprise businesses;- Collaborated closely with the Account Director and Service Manager to coordinate teams and deliver superior service;- Tracked and progressed problems and projects to drive continuous improvement;- Ensured effective communication and alignment with key stakeholders to meet customer expectations and business objectives.Achievements:- Retained one of the company's largest customers, preventing their departure and securing an additional £1.2 million in revenue through expanded contracts;- Delivered a comprehensive CMDB device and relationship mapping, enabling enhanced support and impact analysis;- Conducted monthly usage analysis to identify potential savings and performance bottlenecks, leading to the discovery and mitigation of a major infrastructure bottleneck;- Implemented a billing audit to ensure accurate monthly billing for all devices;- Resolved major issues that were negatively impacting customer performance, significantly improving satisfaction and service delivery.

Designed and implemented customer solutions at a principal engineer level, maintained the datacenter, and provided guidance to junior engineers.Responsibilities:- Architected and managed the deployment of customer environments;- Acted as an escalation point for junior engineers;- Improved technical documentation and procedures;- Supported the maintenance and operation of the datacenter.Achievements:- Designed a repeatable VMware environment with disaster recovery capabilities;- Automated the deployment of environments to optimise the use of engineers' time;- Continued development of an internal IPAM system for asset tracking and IP management.

Providing support to our customers and assisting senior hosting engineers with implementing customer solutions. Completing data centre maintenance including failover testing for generators and A/C checks.Responsibilities- Assisted in maintaining the datacenter, including failover testing for generators and mains power;- Provisioned new cabinets with power, cabling and switching gear;- Provided 1st and 2nd line helpdesk support for customer queries and issues.

I supported in-house staff of approximately 40 people and our customers, designing and implementing new installations and upgrades for both small businesses and large school deployments. I planned and managed company migrations and upgrades, transitioning from a single server to a fully virtualized environment with over 20 virtual servers and 3 VMware hosts. Additionally, I designed, implemented, and maintained the first Cloud Hosted Bloxx deployment and developed our off-site backup solution.

I was responsible for supporting 1,500 company staff and overseeing international deployments from the Leeds site. My role included the installation and maintenance of approximately 20 IBM servers and the HP network at our location. I collaborated closely with our Germany office on projects to upgrade WAN links and Cisco routers, working in conjunction with IBM to ensure seamless integration and enhanced network performance.