Responsibilities;• Accountable for ensuring that all Qualitest Group processes are managed to ISO9001 standards across operations and delivery - including conducting audits• Accountable for ensuring that all Information Assets are managed to ISO27001 standards• Accountable for the rollout of the ISO 9001 / 27001 certification expansion throughout the Qualitest Group UK and US• Accountable for ensuring Qualitest Group UK adhere to the GDPR requirements• Manage outsource IT and infrastructure provider(s) to deliver service required to support the business• Manage and conduct internal ISO9001 and ISO27001 audits• Management of Quality Management System and Document Change Control

Responsibilities;• Accountable for ensuring that all Test Direct processes are managed to ISO9001 standards across operations and delivery - including conducting audits• Accountable for ensuring that all Information Assets are managed to ISO27001 standards• Manage outsource IT and infrastructure provider(s) to deliver service required to support Test Direct business• Manage and conduct internal ISO9001 and 27001 audits• Management of Quality Management System and Document Change Control

Responsibilities:• Accountable for managing the capacity requirements of desktop and hosting (datacentre) infrastructure (~100k desktops, ~5000 midrange systems - one of the largest and most complex government IT networks in the UK) • Business Capacity Management; responsible for the translation of the customer supplied business forecasts and needs into requirements for IT services and architecture, for both existing and new systems – this is done via ad-hoc requests and by the production of a Quarterly Capacity Plan supplied to the customer• Customer facing stakeholder management at senior level, reviewing Service Level Agreements (SLAs) performance and capacity forecasting• Account wide escalation point for all DWP Capacity & Availability Management issues • Manager of a 12 strong Capacity and Availability team including performance reviews, bonus and salary decisions and the hiring of contractor/3rd party services.Achievements:• Successfully developed and produced forecast models used by the customer and peer 3rd party suppliers in managing capacity for the main business critical DWP major services• Excellent Customer feedback with regards to client stakeholder and relationship management and in maintaining all contractual HPE obligations to DWP since taking over the role• Achieved a “Green” (no issues) rating for all account wide contractual obligations relating to Capacity and Availability Management

Responsibilities;• Monitor and report on the capacity of the DWP key services• Perform capacity analysis and modelling using BMC Analyse / Predict, MS Excel, Access tools• Maintain the BMC data store for all capacity related data within an SQL database• Provide input to the monthly and quarterly Capacity Plans and reports• Make recommendations to the ‘optimisation’ of the (then) current infrastructure based on the content within the customer supplied business forecast• Provide capacity management support to the internal HP teams

The role of Capacity Assurance Manager was to provide capacity planning and ensuring the plans competency towards the business. Roles and responsibilities for this role included:• Size new business/project• Design and maintain SQL databases and the input of data• Design SQL scripts for accurate data capture• Design DTS jobs and scheduled jobs for automated data capture• Perform housekeeping tasks on SQL servers/databases• Design and maintain the data capture methods, including BMC, MOM 2000/2005

The role of ITIL Transformation Expert was to transform the (then) current process set of Capacity/Availability Management to an ITIL compliant standard. Roles and responsibilities for this role include:• Project Management tasks, including;o Planning and Defining Scopeo Activity Planning and Sequencingo Resource Planning• Design and maintenance of an MS Project schedule• The production of project & process documentation• Production of test plans and scripts• Preparation and execution of Operation Readiness Reviews• Manage Implementation• Perform Post Implementation Reviews (PIR’s)

• Staff Management (just over 20 staff)• Staff Recruitment – interview and assessment• Evaluation and Assessment of forthcoming projects, through incoming forecasts and Forward Schedule of Change from Change Management• Provide Management Information on a daily and weekly basis, including summaries of Problems, Incidents and Trends, tracking of SLAs• Liaison with project teams and other DSMC support teams to schedule remote upgrades• Provide quarterly and end of year performance reviews for all staff• Provide training for staff • Ensure that the ITIL Service Management Framework is understood and followed

• Windows 2000 Server and Workstation Support• Active Directory, DHCP, DNS• TCP/IP, LAN / WAN• Citrix, Terminal Services• Remote access tools, e.g. Tivoli, PC Anywhere, Dameware• Microsoft Operating Systems; Windows NT, 2000, XP. • Microsoft Office, Email (Exchange & Outlook)

This role was responsible for the rollout of Windows NT Servers and 95/NT client workstations at multiple sites throughout the UK; this also included the support of a SCO UNIX based stock control system, Tetra.