In this role, I lead the Managed Services practice development and offerings and oversee all aspects of delivery execution of the technical work performed by the team. I actively participate in new deals to assist with; statement of work documents, pre-sales discussions, and customer presentations. I also serve as a Service Delivery Manager for some of the larger customer Managed Services customers. Part of my role is to guide and mentor the Managed Services team and encourage personal development. I also try to keep up to date with IAM technologies, IAM market trends, and best practices. I also participate in performance evaluation and discipline processes for the Managed Services Team and interview prospective candidates. This role is fully remote.

In this role I am responsible for the Managed Services strategy for ProofID. I was asked to move to the USA by the business in order to start up a US based Managed Services practice. I provide advice and assistance to the sales team to negotiate new contracts and helped with contract uplifts for existing customers. I provide advice and support to our Managed Service and traditional support customers. My team is responsible for the day to day support and out of hours cover, I am also responsible for settings and monitoring the contracted SLAs. I oversee the US change control board who are responsible for organising changes and maintenance into customer environments and delivering these changes aligned to the customers change control processes. I am the technical lead on few of our managed service accounts providing advice on the customers IAM deployment and leading the technical component of the service review meetings. I am able to communicate complex IAM technologies to stakeholders with varying levels of IAM knowledge. A key component of this role is identify potential opportunities to improve the customer’s environment; these may be improvements to existing system, extension to the existing system etc. I provide regular updates to the board and take part in the quarterly business review. I also take part in regular contract performance reviews with customers where we review ProofIDs performance and look for any adjustments that need to be made to the service.

I am the technical lead on few of our managed service accounts providing advice on the customers IAM deployment and leading the technical component of the service review meetings.NetIQ Identity Manager

I was responsible for forming my team and centralising control of the IT server infrastructure. The Core Services Team was responsible for the I.T. server/ hardware infrastructure and software applications for the institution. My role was to provide systems management for the implementation, delivery and support of critical IT services across 3 geographically separate campus sites, at numerous National and International outreach locations and on line. Some of the things I was responsible for are;Data Centre ManagementWindows Server and Terminal ServicesServer and Cluster Management. (NetWare, Linux, Solaris, Windows)Storage Area Network Management. (Compellent, NetApp)Identity Management (Novell IDM)Novell Access Manager User Authentication Services (eDirectory, LDAP)Virtualisation (VMware Vsphere)

Student Records System Support and DBA Services (Oracle Database)Project Manager of selection, procurement and migration to the new Student Records System.Bespoke Systems Reports design and maintenance. (Oracle Discoverer and PL/SQL).Novell Netware Administration.Identity Management using Novell Identity ManagerPromoted to a Senior grade in 2002

P.C. Support (Configuration and Repair).Network Hardware Troubleshooting and Repair.User Support Helpdesk.Novell NetWare Administration.Novell NetWare Server set-up and maintenance

Student I.T. Helpdesk.Design and present I.T. training courses for staff and students.I.T. Special Needs Support.Application Development.NetWare Administration.