As the Head of IT Operations I am responsible for the Service Delivery, Strategic Planning and Implementation of all IT services across the group.

Responsible for all aspects of IT within the group including the creation and implementation of the IT digitalisation strategy.

As the IT Systems Manager within Andrew James I was responsible for the management of the day to day running of the IT services, infrastructure and the implementation of continuous IT and business improvements and process changes. Responsibilities• Managed the operational aspects of the business IT infrastructure, systems and service desk, to ensure that all aspects of IT are available at all times• Managed, improved and aligned systems with business requirements and vision• Scoped and Developed strategic plans for continuous improvements within the business for IT and business processes• Coached and developed IT support staff, Developers and DBA’s• Continued to stay at the forefront of technology and endured to identify key areas of improvement.• Liaised with key stakeholders and suppliers to maintain agreed service KPI agreements had been met• Maintained all IT expenditure was in line with agreed financial budgetsBelow are some of the key IT and business projects completed to date:• Office 365 implementation• Microsoft Dynamics NAV and CRM implementations • Implemented a resilient network solution across multiple sites, including Disaster Recovery and Business Continuity• Microsoft Azure• Hosted Telephony implementation across multiple sites• SharePoint, used as a central storage location and intranet site for all staff• Managed Printers implementation, generating a significant cost saving• Project Managed the build, fit out and technology implementation of the new company Distribution Centre• Project Managed the new company office fit out, including the relocation of staff from the old premises to the new location. • Implementation and on-boarding of tenants into the new office building, including managing 3rd party contractors with the design and build fit out.

Successfully Implemented a CRM System for a national learner driving school.

Key Achievements:• Successfully managed a diverse team of 3rd Line Support, Field Engineer and IT administrative teams.• Ensured the stability of the IT Infrastructure across Head Office, Customer Support Centre (Call Centre) and 90 remote branches (2500 users).• Managed Business Continuity and Disaster Recovery including regular tests, involving the relocation of Call Centre staff and other key business functions to a 3rd party Business Continuity suite.• Successfully project managed the implementation of key business and IT projects. For example:o Infrastructure Refresh (EMC)o Server Upgrade and Virtualisation (VMWare)o Office 365 o Desktop Replacement and Deployment of Windows 7 and Office 2013 o SharePoint o Microsoft Azure Portal o Microsoft StorSimple o Mitel ‘VoIP’ Hosted Telephony.o Microsoft Dynamics AX (ERP)o Microsoft CRMo Aruba Wi-Fi across all brancheso New Branch Setup and Refurbishments across the UKKey Responsibilities:• Successfully managed the day to day running of the Infrastructure, data communications, and telecommunications including the planning, organisation and upgrading.• Management of the 3rd Line Support, Field Engineer and IT administrative teams including providing the tools and guidance to help personal development and training when required.• Provide the IT Service Desk with up to date documentation, processes and knowledge transfer to help staff continue to provide a successful service and to meet agreed KPI’s. • Continue to stay at the forefront of technology to continue to identify key areas of improvement.• Liaise with key stakeholders and suppliers to maintain agreed service KPI agreements have been met.• Maintain all IT expenditure is in line with agreed financial budgets (CAPEX/OPEX)

Originally employed by Northgate as an IT Technical Support Analyst, I held this position for 12 months before I was promoted into the Infrastructure team as an IT Infrastructure Analyst, my role involved supporting and maintaining the companies Infrastructure throughout the UK. I was part of a team of 4 responsible for the day to day support of the Infrastructure as well as providing 3rd line support to the IT Service Desk. I was involved in a number of project implementations, for example:Part of a team of three (2 x Northgate Technicians and a Microsoft MVP consultant) who worked together on an Active Directory upgrade project which involved upgrading the Windows 2000 Infrastructure to Windows Server 2008R2. After an internal promotion I was appointed Infrastructure Team Lead in 2012.

I worked as the Operational Support for LINDY Electronics my role involved the Technical Support for all internal staff, dealing with all IT Hardware and Software issues on Servers, PC’s Laptops, Apple Macs and Printers. Network Support i.e. Hardware Upgrades, Software Installation and IP Configuration, I maintained the company website and supporting online customers with any online ordering issues that may occur. I was responsible for all system updates and also supported and maintained the company in house software package (LPS) using a programming package called Clarion.I was also involved in the testing of new products such as Network Hubs, Switches, Routers and Print Servers etc. All Products are sold with aftersales support so if a problem or query arises that the Technical department are unable to resolve then I would have helped resolve the issue.Below are just a few of the software packages that I supported: -• Microsoft Windows 98, NT, 2000, 2003, XP, Vista and Office Packages• Lotus Notes & Domino Packages• Pervasive SQL and Borland Databases• Clarion – Programming Package used to develop and maintain the companies in house Software (LPS)• Sage Line 50 – Accounts Software• Servebase – Credit Card Software• Trend Micro (Anti Virus)• Novell Client – Used for Remote support to Germany and France offices.

I was employed as a Lotus Notes Administrator for IBM UK at the ICI Wilton site, supporting thousands of users through out Europe with Lotus Notes problems as well as setting up new users and databases.

I was employed as an IT Network Administrator for a Vehicle distribution company working as an implant centre for Vauxhall (GM Motors). I was responsible for maintaining and repairing all of the Hartlepool Depots IT Systems, this involved dealing with all PC (Hardware & Software), Network and Printer problems and queries that occur at the depot.

I was employed by NETV as an IT Technician. I was responsible for developing, maintaining and repairing the company’s IT Systems this involved the Technical Support of 150 users in a multi-site environment, Network Support, problem solving and diagnostics on and off-site, Project work such as Windows 2000 implementation. I was also responsible for on and off-site training and implementation including building PCs, setting up LANs, installing software and training end-users along with maintained a Database of all the Company’s Daily Vehicle Stock.

I was employed by Systemcare in July 1998 on an initial Modern Apprentice basis, after 3 months of my placement I was offered a full-time contract. I held the following positions throughout my time with Systemcare:TECHNICAL WRITER - In this role I created and updated technical and user manuals to accompany the software products created. HELP DESK OPERATOR / NETWORK ADMINISTRATOR - I answered and logged customer calls, solving software and hardware problems and general IT queries. I also covered for the Network Administrator when he was out of the office or on holiday this basically consisted of setting up new users and their PC's to an Internal Network, as well as monitoring the systems.SOFTWARE COORDINATOR - I was the co-ordinator for one of the companies leading software products, MFOUR, where I visited various clients’ sites throughout the UK and co-ordinated upgrades to the systems.TECHNICAL AUTHOR / WEB MASTER - I held the role of Technical Author, which basically entailed the Technical Writer and Mfour Co-ordinator roles I occupied within Systemcare as well as the responsibility of the Internal Web Master. As the Internal Web Master I created and developed an Intranet Web-site used by all Systemcare employees as a source of Information.