Neil Cottrell Email & Phone Number

Daresbury, England, United Kingdom

• Part of the global KCS Council looking at advancements in KCS both procedural and technical to enable Ivanti to be a leader in Knowledge Centered Service.• Provide 1st, 2nd and 3rd line support for Ivanti’s User Workspace Management suite of products (Environment Manager, Application Control, Management Center, Performance Manager, File Director and Insight), and Xtraction.• Coaching/Mentoring junior team members to aid in their development.• Create knowledge articles to help customer self-serve and ultimately deflect support cases.• Dealing with customer high priority incidents from both a Managerial and technical perspective.• Provide feedback and support against objectives set by the Support Manager to ensure these are not only reached but exceeded.

Daresbury, Cheshire, United Kingdom

• Provide 1st, 2nd and 3rd line support for Ivanti’s User Workspace Management suite of products (Environment Manager, Application Control, Management Center, Performance Manager, File Director and Insight), Security Controls (formally Patch for Windows), Patch for MEM (formally Patch for SCCM) and Xtraction.• Coaching/Mentoring junior team members to aid in their development.• Create knowledge articles to help customer self-serve and ultimately deflect support cases.• Dealing with customer high priority incidents from both a Managerial and technical perspective.• Provide feedback and support against objectives set by the Support Manager to ensure these are not only reached but exceeded.

Chester, United Kingdom

Bristol-Meyers Squibb Account• Part of the management team that oversaw and successfully delivered the migration of a local data centre to a third-party data centre provider. This involved the migration of around 300 servers both physical and virtual, hosting in excess of 500 business applications. The migration was performed over a number of weekends ensuring that there was zero application downtime for the business.• As a Managed Services deal with responsibility for hosting, deploying, upgrading and troubleshooting numerous websites, web applications and business applications written by both in-house development staff and third party vendors.• Followed strict ITIL procedures, specifically in Change and Incident Management to ensure the systems certification and qualification are maintained to FDA standards for the manufacture of pharmaceutical products.

Warrington, United Kingdom

Home Office Account• Reviewed customer requirements to produce suitable implementation and security policy designs for the use of a number of HP ProtectTools products.• Provided on-going consultative support on the use of HP ProtectTools. This usually required accessing the customers live environment using a secure remote access solution, then accessing the various systems involved to determine the root cause and eventual resolution of complex support incidents.

Warrington, United Kingdom

Support Manager, HP ProtectTools Email Release Manager• Responsible for the successful delivery of 1st, 2nd and 3rd line support for HP ProtectTools Email Release Manager.• Managed resources to ensure a high quality service, reporting to the business managers and measured by customer support contract renewals and satisfaction levels.• Trained and mentored new team members to enable them to become efficient and productive members of the team.

Warrington, United Kingdom

Application Delivery Manager, HP ProtectTools Device Access Manager• Managed the development, testing, delivery and support of a software application that was pre-installed on all HP Business notebooks. While managing the delivery of the application all delivery deadlines where either met or exceeded. Due to the nature of notebook development schedules had to be very closely monitored and often resulted in multiple development streams.• Liaised with multiple groups within HP and third party companies to ensure the timely delivery and integration of our software package with all those that formed part of the pre-installed system image.• Acted as an escalation point for any 3rd line support incidents and ensured their speedy diagnosis and resolution.

Warrington, United Kingdom

HP ProtectTools & HP SecureSolutions• Gave Technical Consultancy to various clients on the implementation of HP ProtectTools into complex security infrastructures. This necessitates the need for a deep understanding of Microsoft Architectures and Operating Systems, as well as customer security requirements and environments.• Implemented the delivery of our solutions on customer site, as well as delivered training to the customers own IT support staff. Ensuring the solutions are implemented correctly in the first instance and training the customers own in-house staff on the solutions allowed our customers to self-support, ensuring that only the more challenging issues came into our support group.• Provided 1st, 2nd and 3rd line support for the HP ProtectTools suite of security products.• Developed and delivered a number of technical hands-on labs for the HP ProtectTools. These were delivered to attendees of the Microsoft TechEd and Microsoft IT Forum conferences. The labs were well received and generated a number of sales leads for our salesforce.

Warrington, United Kingdom

Capital One Account• Part of a team responsible for transitioning a complex voice and screen recording solution into HP support. The solution transitioned into HP without any issues and on-going support was provided for a number of years.• Provided 2nd line support of the solution and acted as the escalation point into the vendor for 3rd line issues. Support was provided on a 24x7 basis.• The solution used the NICE Perform call recording technology and MS SQL Server databases. The successful implementation and support of this solution was crucial to the customers success and keeping in line with the FCAs rules on retaining sales calls for a minimum of 7 years.

Milton Keynes, United Kingdom

Foreign and Commonwealth Office Account• Managed services deal to provide support for the FCOs existing IT infrastructure while designing, implementing and delivering their next generation IT network.• Provided Technical Consultancy for the design and implementation of the HP ProtectTools and other 3rd party products as part of the overall security architecture team.• Written and reviewed design and customer documentation of the various applications which made up the solution.• Install and perform acceptance testing of the solution.• Troubleshooting and resolution of any incidents arising during the development and deployment phases of the project.• Provided on-going technical support of the solution for a number of years.

Warrington, United Kingdom

HP ProtectTools & HP SecureSolutions• Developed and reviewed code for a number of products which provided security enhancements to standard Microsoft operating systems and products.• Authored and reviewed product documentation for the various product offerings. This included whitepapers, user guides, installation and configuration guides.• Performed acceptance testing of product releases.

Warrington, United Kingdom

Year 2000 Group• Analysed and rectified customer code for potential Year 2000 problems. This involved analysing code written in a variety of languages such as COBOL, SQL, FORTRAN, BASIC and C

Wythenshawe, Manchester, United Kingdom

• Worked as an ADA Software Engineer developing a replacement control system for Hinkley Point B Nuclear Power Station.• Designed, developed and maintained a number of UNIX scripts to provide a user-friendly code management system for a development team of about 80 developers. Designed, developed and maintained a number of UNIX scripts to provide a user-friendly code management system for a development team of about 80 developers.

Bachelor Of Science (Bsc), Computer Science

Btec National Diploma, Computer Technology And Electrical Engineering

1 A-Level, 6 O-Levels, 6 Cses