Peter Derham Email & Phone Number

Oxfordshire, England, United Kingdom

I was promoted to this role as an extension of the Support Manager position after successfully implementing a central service desk system for all CSE’s managed service customer sites. This allowed greater oversight and interconnectivity between all of the CSE managed service customers, as it allowed my team to see every service request for all our customers from one portal. This role extended my responsibilities to not only handle the main CSE help desk but also have weekly contact and communications with all CSE’s managed service sites. I became the main point of contact for all issue escalations in addition to onsite staff management.

I was promoted to the role of Support Manager which took me in a new direction in my career to a management position. When I accepted this role, the department was failing due to a lack of procedures, operational statistics and vision. I successfully turned this around and implemented effective changes through the use standard operational processes, Service Level Agreements and reporting. In addition to this I lead the Software Development department in redesigning the Service Desk to work more effectively using these new processes. Some of the effective changes I made included: utilising the email capabilities of the Service Desk, setting out clear statuses to be used with the service tickets and SLA timers which escalated the service desk calls when the SLA expired. In addition, I created a department handbook detailing how the systems were configured, and created process documentation giving direction on handling service tickets and a process flow of the various escalation routes.

As I had developed a keen interest in Software development, I successfully applied for this role at CSE reporting to the Lead Developer. In this role I developed skills in software development, databases and IT infrastructure whilst using different languages, applications and systems. This included: C#, HTML5, CCS, jQuery, WPF, Microsoft SQL, Entity Framework, ASP.Net MVC, Visual Studio, Azure Cloud Services, Internet Information Services (IIS), .NET Framework. During my time in this role, I produced marketable software solutions for the company including web portals and desktop applications using SQL databases. Additionally, I managed the testing, deployment and bug fixing of the deployed solutions as well as internal and external training.

I was promoted from my Field Engineer role to Senior Engineer. This role gave me greater responsibility including: mentoring new engineers, completing more complicated ICT network installations, stakeholder consultation, resolving problem installations. I also continued to develop my technical skills and customer communication.

In this role I was required to travel to customer sites either alone or with a mentor. During these customer visits I would handle many different tasks including: building and distributing windows desktop images, creating and updating Active Directory users and groups, setting up backup solutions (Backup Exec), installing network infrastructure like switches and wireless access points, fixing or replacing server hardware. I developed my IT skills in this role and learnt a huge amount about networking in school environments as well as communicating effectively with customers.