Mark Whelan Email & Phone Number

Cupar, Gb

Edinburgh, United Kingdom

Middlesbrough

Reported to the Head of IT Service Operations; Briefed to oversee the overall solutions architecture so that designs met the customer’s needs (both internal to Kier and for external clients), whilst providing consultancy, advice and guidance on IT solutions and services. This resulted in the designing of economical and effective solutions that were delivered and implemented within budget and short timescales. Key achievements:• Designed, planned and implemented the migration of specialist Pensions Applications Servers between geographically separate data centres. This was completed to a non-moveable deadline without any disruption to payments of pensions to members of schemes, which included a number of Police Forces and Fire Services as well as local government schemes.• Lead IT consultant on Heritage Lottery Fund and Arts Council England funded regeneration projects for a Local Authority in North West England (£13m in total funding granted). This role included defining and writing the respective projects’ IT output specifications as well as creating the implementation budgets and providing continuing consultancy as a member of the Project Delivery Teams.• Specified and project managed an ICT infrastructure and end user devices implementation within a new facility for young persons in West Yorkshire. This was completed within budget (£55,000) and on-time for the official opening of the facility in mid-2013.

Middlesbrough

Reported to the Operations manager; Briefed to oversee the design, development and pre-sales bid submissions of cross-platform technical solutions for customers, enabling the achievement of educational transformation within the context of national programmes such as Building Schools for the Future and the Academies programme.Key achievements:• Successfully catered for the post implementation of on-site customer service and technical account management at a newly opened Secondary Academy in the West Midlands. This included being the principal point of contact for service coordination between Mouchel, the Academy’s Senior Leadership Group and associated ICT staff ensuring that outstanding issues were resolved satisfactorily. This resulted in the issue of the Project Implementation Certificate and receipt of the associated project milestone payment (£1.1m+).• Pre-sales consultancy and systems specification in a successful bid to provide a managed support service for Apple systems in an independent school in South East England. This resulted in a contract value of £35,000 for ICT refresh and annual support revenue in excess of £8000.

Stamford, Lincs

This was an interim position which included the recovery and successful completion of a systems migration project, as well as the support, management and development of creative Macintosh IT Systems within the College. Other projects included –• The preparation, production and approval of a short-notice, detailed, capital expenditure submission, involving hardware and software purchases from established channel supply partners;• Consultancy and advice for the Senior Management Team on the adoption and implementation of additional MIS software modules as part of the planned development of IT infrastructure.

Led and managed a team of service support engineers operating across the North of England. This included the management of engineer workloads and utilisation to ensure effective service delivery, as well as mentoring, direction-setting, appraisals, professional development and support for each direct report.• Led, managed and co-ordinated all aspects of an installation roll-out project resulting in the successful completion of installations in over 85% of the targeted locations within a restricted timescale, thus allowing the recognition of £250,000 of previously dormant revenue in the financial year.• Led and successfully completed the revision of standard Terms and Conditions, including the Customer Service Level Agreement, to take account of hardware and software improvements in the product offering. The new Terms and Conditions were implemented with the new software release so that customer expectations would be aligned more closely with the available level of service support.

North East England

Installation and service support of Linux-based teaching and learning systems (Edge Servers) in Primary Schools in North East England. This included the support of field sales staff in presentations and customer engagements, management of customer expectations in line with customer service level agreements, and continual liaison with the Service Desk to ensure high levels of customer satisfaction.• Specified, developed and delivered technical training for partner installation engineers resulting in a 90% reduction in the number of remedial site visits required by the full-time field engineer team.

Scottish Borders

A privately owned start-up IT support consultancy providing ad-hoc services to creative and media clients in the Lothian and Borders region of Scotland.

London, United Kingdom

Responsible for the support and administration of all internal IT systems, including File Servers, e-mail server, desktops, laptops and proofing devices. Successfully managed existing and new business relationships with key hardware, software and consumables suppliers.

London, United Kingdom

A start-up IT sales and support services company. Principal customer-facing responsibilities included technical sales support, on-site and remote support for contract and ad-hoc clients, as well as business and financial planning.

London, United Kingdom

2nd Line Support to Creative Services and BBC Magazines. Responsibilites included Desktop support to Mac and PC users, server administration, backups and archiving of completed published projects.