Enhancing customer experience of ERP solution through optimised delivery and knowledge sharing, removing resistance to implementing newer functionality, increasing productivityIncreasing efficiency through operational research into best practice and devising solutions for risk mitigation via procedures and processes that identify potential failures and risk to the businessIntroducing DevOps practices, developing automation and monitoring, reducing manual workload by 50%Mentoring directors and development teams on cybersecurity to improve adherence to security best practices at the core of the products shipped

Led technical team of large retailer to successful recovery following a system breach, where full access was restored within 7 days with 99% of data recovered and minimal financial loss to clientImplemented improved infrastructure, processes and procedures at large retailer, leading to increased performance, stability and security, allowing the customer to focus on European expansionDesigned and delivered a private cloud for the purpose of hosting a multi-tenanted ERP solution and clients solutions with a 99.99% up time, efficient failover procedures and robust security postureDeveloped client relationships in multiple sectors including retail, software and hospitality

Working in the pre-sales team focusing on UCaaS and Cloud solutions

Responsible for 3 Key Partners / Regions – Turkey, Israel & South Africa.Developing accounts and building relationships.Managing and driving the partners to achieve and exceed given targets.Troubleshooting and all-round monitoring of account performance.Reporting forecasts and regional market updates to executives.Supporting partners to sell new SaaS solutions using technical skills and experience.Strengthening and maintaining business through improving communication, dependable product updates and market intelligence.Negotiating price points on a per project / order basis where required for our partners to achieve significant account wins.

Managed multi-disciplined team of 9 engineers and 3 project managersIdentified project and BAU bottlenecks, increased efficiency working with team to implement better solution delivery processes, ensuring work was completed within scope and budgetWorking with key vendors to maintain relevant partnerships and certifications

Liaising with the Sales Team and Customers to translate business requirements into bespoke solutions to meet customers’ business needsTasks included:Meeting existing and potential customers to ascertain business and technical requirements.Responding to tenders, Request for Information (RFI), Request for Proposal (RFP), producing solution proposals, technical designs and providing detailed scope of work documentation.Analysing business requirements and designing solutions to meet customer’s needs.Reviewing requirements with key stakeholders including sales, engineering and customers.Liaising with distributors, partners and vendors, negotiating prices to achieve the best solution possible for the customer’s budget.Taking ownership of proposed solutions through to delivery and completion.

Line Management of the Support and Technical Implementations teams of the in-house developed software. This was a key role in the business, customer focused to ensure high levels of satisfaction. Required to make regular judgement calls on appropriate action plans to deliver the required results. Strong technical and people skills to nurture and develop team members to maximise results and ensure continued development.Tasks included:Managing and mentoring a team of 9 staff providing 1st / 2nd line support and technical implementations.Rolling out a new helpdesk system used by around 120 users of the business, providing better communication and transparency of incidents to customers and staff alike and increasing the number of incidents closed within SLA.Implementing processes and procedures standardising the technical implementations of the in-house developed software, increasing the quality and turnaround of deployments.Being involved in internal infrastructure projects to enhance productivity and ensuring system uptime and availability.Point of escalation for customers as well as providing onsite or remote advanced technical support and troubleshooting

IT systems architect and engineer, responsible for designing, implementing and supporting server and network infrastructure, specialising in IT optimisation and consolidation using virtualisation technologies.Tasks included:Managing and delivering multiple projects within agreed scopes and timescales, providing end-to-end solutions.Meeting with customers onsite in a presales capacity to ascertain the customer’s technology requirements and business demands.Implementation planning and overall project management, producing proposal documents, formal quotes and appropriate solution designs, ensuring successful project completion within agreed scope and timescales.Liaising with suppliers and negotiating prices to achieve the best solution possible for the customer’s budget.Specialising in IT optimisation and consolidation using virtualisation technologies.- Installing and configuring of hardware and applications both on-premise and remotely - Migrating business critical server applications and data whilst minimising downtime- Designing and implementing business continuity and disaster recovery solutionsTeam leader, assigning and overseeing projects completed by colleagues and providing technical guidance where required.Tasks included:Working in an account management capacity, providing regular progress updates to customers, alleviating concerns and ensuring satisfaction.Delegating projects, reviewing proposals, quotes and solution designs created by members of the team to ensure consistency.Producing in-house documentation and defining procedures for the implementation and support of infrastructure solutions.Heading up an implementation of RMM software to automate customer infrastructure monitoring and reporting, freeing up 1st /2nd line support team, enhancing productivity and improving customer response time.

Managing and maintaining the company's UK IT infrastructure and establishing a Windows domain structure for user login served from existing UNIX based servers in addition to deploying standardised OS and application installations

Part of a team providing remote hardware and Microsoft operating system and application technical support. Other duties included creating, improving and maintaining insurer documentation produced by an in-house developed application.