Deployment of a new SIEM solution into the business, including the setup of multiple use-cases for threat detection and response capabilities. On-going management of this within the estate and extending coverage.Managing the relationship with the 3rd party SIEM provider, along with an outsourced managed SOC partner.

• Providing 2nd and 3rd line support for a huge variety of products, Internet Connectivity, Firewalls, Routers, Anti-Virus and Anti-Spam web & email services, Web Proxy services, Boundary Encryption, Email Archiving, Scansafe, MPLS, VOIP, Hosted Exchange, Managed Servers, SSL VPN, vPlatform, Domains / DNS, Fax to eMail service• Handling Escalations from various other support teams including 1st Line Support and Change Management.• Dealing with customers with bespoke and sometimes complex solutions.• Liasing with 3rd party suppliers.• Working to targets, such as call closure time and amount of calls closed.• Contributing to and developing a knowledge base used by the whole company, and ensuring articles are up to date and valid.

Responsible for all company IT requirements from end user software and hardware support, telecommunications system, and all in house applications hosted on internal servers.Supporting an office of approximately 50 users, along with remote workers in the Gloucester and Cheltenham area, as well as insurance vehicle assessors based nationwide.Liaising with all company partners and suppliers, such as ARCS, Audatex and insurance company partners to achieve tailored visibility of the companies in house engineering system, that was used to provide reports to insurance companies for their policy holders, who had been involved in an accident, or a victim of motor theft or vandalism. Maintaining system updates and availability, and ad-hoc changes to information and format provided at the clients request.Responsible for the IT expenditure for the company, and saving costs through contract re-negotiations or new customer opportunities.

Working in an extremely lively internet service helpdesk. Managing a team of support analysts in the day to day operation of the support function. Encouraging individuals performance and work ethics to help the team, and business achieve company goals. Acting as a 3rd line escalation point for support issues around internet connectivity and eMail issues.

Processing personal loan and credit card applications that had been submitted either via post, or online. Contacting customers regarding information submitted on applications, and making decisions on applications that had been referred. Credit and fraud checks completed with credit reference agencies.

Managing a team of over 20 members on a day to day basis. Ensuring that team work volumes and quality scores were achieved according to set KPI's. Ensuring work flows were on par with best practice. Monitoring individual performance of team members by encouraging development through the use of Personal Development Programmes.