Paul Carroll Email & Phone Number

Barrow-In-Furness, Cumbria, Gb

Accrington, Lancashire, Gb

Lancaster, Lancashire, Gb

Leading all aspects of IT, including IT strategy, support, infrastructure and operations, risk and data management, software development, project delivery, and IT security. Budget holder with responsibility for delivering 'best fit' IT services to enable and support effective business growth. Supporting a customer base of 200 internal staff and over 350 education providers UK wide. Achievements:• Led work to convert entirely office-based business to fully operating remote-based organisation within 4 days due to impact of Covid-19 pandemic.• Implemented digital transformation projects to facilitate secure and flexible remote working platforms, enhancing the experience of staff and customers to be able to work flexibly, from cloud based Azure AD infrastructure to cloud based telephony.• Successfully achieved NCSC Cyber Essentials certification, which was the businesses’ first ever cyber security standard. • Implemented services in Office 365 to enhance and enable communication and collaboration, enhancing staff culture and cross team working.• Introduced Dynamics CRM (via Office 365) for all staff to enable better management of customers, including tracking customer sales and commercial information and automating key processes including invoicing and customer retention.• Implemented cloud based backup solution, reducing resource costs and effort and vastly improving backup provision, across multiple platforms.• Delivered cloud based vDR solution, significantly improving system recovery to less than one hour (including provision for clients), vastly reducing potential loss of revenue to the business.• Delivered VoIP telephony systems to Head Office site, reducing spend on telecoms by c£15K per annum• Planned and delivered infrastructure migration to VMWare vSphere 6.0 hypervisors.• Implemented Cisco Umbrella secure internet gateway, safeguarding staff both in the office or remotely.

Montreal, Quebec, Ca

Leading a UK wide team acting as a strategic partner to a 10000+ user base business, providing IT technical services including WIntel and application support, IT operations, project support services including technical design and project delivery to clients in the UK. Managing a team of 13 central and remote staff to managed SLAs.Achievements:• Lead a project to deliver a new application to over 350 remotely based surveyors to a very challenging timeframe, remediating and standardising the client devices. This was a key business project that enabled them to transition effectively to a new online tool, saving them considerable cost.• Received CGI Recognition award for excellent customer feedback regarding ownership and effective management and resolution of incidents• Lead a problem management ‘task force’ to successfully resolve a serious performance issue with CGI’s flagship virtualised platform, pulling together several strands of work and using my experience to focus efforts in a logical plan to resolve the issue.• Selected to lead a series of high focus major incidents at the request of the customer, owning all incidents to resolution and ensuring that the customers’ Service Delivery and Business Relationship teams were fully briefed to allow them to manage their internal customers.• Played a key role in transition via TUPE from Countrywide to CGI, ensuring service was preserved and key business objectives were met.

Milton Keynes, Buckinghamshire, Gb

Expanded role responsible for Technical Support across the entire UK group, covering all business areas within Countrywide. Also now responsible for designing and implementing technical standards and liaising/managing key 3rd party suppliers to enable more effective business operation. I have 13 direct line reports in this role.Achievements:• Introduced new operational processes, 'jeopardy management' techniques and automatic reporting to reduce support call volumes and increase support teams' performance• Introduced operational checks on key services, significantly reducing call volumes to Service Desk, for some issues to nil.• Planned and implemented IT group migration from several domains into a single Microsoft Server 2008 domain/Exchange 2010 environment (180 users)• Redesigned build process to enable more efficient turnaround and reduction in effort, reducing labour costs• Reduced open call volumes by 50% UK-wide in 6 months, reduced call abandon rate on 2nd line from 19% to 2.1% in same time period• Redefined Tech Support job roles and responsibilities to streamline operations, redirecting effort to enable more effective change delivery as well as maintaining support service levels and standards• Implemented centralisation of Surveying business regional offices into 1 office, enabling business to reduce manpower costs by approx. £150K per annum

Milton Keynes, Buckinghamshire, Gb

Support of over 1000 branches and head offices across 5 business divisions geographically covering from south of Birmingham up to Scotland and Wales. 11 direct reports including Field Support, 3rd Line Technical support, Administrators and Project Support. Involved in full life cycle projects and implementation and service improvement initiatives as well as being the focal point for service delivery across my area.

Gb

Managing the Desktop Support provision for 7 sites across the UK and Ireland. I was also interim Service Delivery Manager for Thomas Cook Airlines, providing a key interface for the customer to ensure smooth service and supporting their needs. Worked on a number of Merger related activities from MyTravel Group UK to Thomas Cook, assisting with transition of services to the new outsourced IT Service provider

Managing the support of over 2000 users across 7 sites in the UK and Republic of Ireland.

Armonk, New York, Ny, Us

Supporting 16000 users for the Lloyds TSB account for 1st and 2nd line desktop and application issues.