Rob Hanson Email & Phone Number

Various roles within the Armed Forces.

Robert is accountable for personnel management and staff development within Technical Support. This is a multilingual and dynamic call handling environment providing technical support to Blue Coat’s corporate customers based primarily in Europe but with worldwide support responsibility. Directly managing 18 personnel, based both locally and remotely.• To manage and develop teams of Technical Support Engineers at all levels and to ensure that individual performance measurement objectives are met.• Perform Quarterly reviews with team members, working with them to create and implement their individual development plans.• To build and maintain internal relationships and communicate effectively with customers.• To effectively manage resources to provide optimum support for customers at all times and to ensure that Service Level Agreements are met.• To effectively service Management Escalations in line with our accepted processes.• To design and implement call handling processes and to carry out workflow analysis.• To support the growth of the business through the recruitment of new staff.• To take part in the Duty Manager rota, including the weekend rotation.• To manage change in what is a constantly evolving environment.As well as providing reports to senior management on case wellness, and case reviews. Identifying skill gaps within the team, and where possible providing training to meet the aligned objectives of the team

Robert is accountable for personnel management and staff development within Technical Support. This is a multilingual and dynamic call handling environment providing technical support to Symantec’s corporate customers based primarily in Europe but with worldwide support responsibility. Directly managing 8 personnel, based both locally and remotely.• To manage and develop teams of Technical Support Engineers at all levels and to ensure that individual performance measurement objectives are met.• Perform Quarterly reviews with team members, working with them to create and implement their individual development plans.• To build and maintain internal relationships and communicate effectively with customers.• To effectively manage resources to provide optimum support for customers at all times and to ensure that Service Level Agreements are met.• To effectively service Management Escalations in line with our accepted processes.• To design and implement call handling processes and to carry out workflow analysis.• To support the growth of the business through the recruitment of new staff.• To take part in the Duty Manager rota, including the weekend rotation.• To manage change in what is a constantly evolving environment.As well as providing reports to senior management on case wellness, and case reviews. Identifying skill gaps within the team, and where possible providing training to meet the aligned objectives of the team. These have been recognized with a number of Achievement awards over the last two years.

Providing 2nd/3rd Line telephone support to customers, across the world, for VERITAS family of products.Working as part of a team, providing Backup, maintenance and restore assistance for the complete range of modules. Working with Microsoft Exchange 5.5, 2000, SQL 7.0, 2000, Oracle 8i and 9i. Also providing support on Windows Clustering and various manufacturers’ Storage Area Network products. On a daily basis helping customers to install, configure and maintain Server based applications. Has excellent communication and troubleshooting abilities and has consistently obtained outstanding scores in the customer survey responses, with difficult and sometimes political cases passed through to him for resolution.

Working with Babcock Infrastructure's Business Developemnt team

Providing Enterprise level 2nd/3rd Line Server support to 3500 users, spread across the UK, in 35 different Domains. Computeraid provides managed and hosted services for a variety of Blue Chip and corporate clients. Working as part of a team to install 20 new Servers, as part of a major reorganisation and expansion project. Seconded to troubleshoot continuity problems and developed and maintained a corporate standard of server build.Accountable to the Service Delivery Manager for maintenance and monitoring of 60 Windows NT 4.0 and Windows 2000 Servers. Initiated a programme of comprehensive monitoring regimes of servers and alerting processes to enable proactive support, using the full functionality of monitoring tools such as Compaq Insight Manager and HP Openview.Working with Microsoft Exchange Server 5.5, and SQL Server 7/2000.Responsible for the elimination of the many long-term outstanding issues.

Accountable to the Information Services Manager EMEA for providing first and second line support to over 100 users spread over Europe. Working in the small UK based team on a virtual WAN across Europe. Also worked with the Internal Systems Manager on third line support and projects, such as the design and creation of unattended installation of Windows 2000 corporate desktop.Responsible for the instigation, installation and maintenance of a corporate desktop standard throughout EMEA. Project work included the roll of Goldmine 4.0 Sales Database across Europe, which involved extensive travel and exercised the ability to work alongside different countries work ethics.Working with Microsoft SQL Server 6.5, and Exchange Server 5.5.

Accountable to the Operations Manager for the control and maintenance of a combined NT and NetWare Network. Maintaining both 30 staff machines and 60 student machines, with constantly changing software environments. Solely responsible for the maintenance of 10 Servers, including Lotus Domino Server, VUE Testing Server and two NetWare 4.11 Servers.Working with Instructors training various systems and Operating Systems, including Vignette Storey Server, and CIW training.Personally completed extensive project research and wrote the initial specification for the migration from NetWare to Windows NT 4.0. Responsible for the upgrade of Exchange Server 5.0 to 5.5, and implementing Proxy Server 2.0. Worked closely with the corporate IT Manager in producing the specification and execution of a corporate IT strategy. Provided consultancy services for training

Working in various countries and filling different roles within the general job description of Military Clerk. Roles included Office Manager, Classified Documents Control, and the maintenance of Personnel Documentation. Additional roles included Section Commander, Radio Operator, Instructor and Driver.

Responsible to the Establishment Works Consultant (EWC). Acted as the administrator of a single Domain Windows based network and maintenance of the computers in the domain, as well as the stand-alone machines.

Cmi

7 Gcses Grade C And Above