ICT Service Support Manager reporting to the Head of IT, responsible for 2nd and 3rd line ICT support and providing an efficient and effective ICT service to the 650+ company employees across multiple UK and European locations along with external clients as well as assisting in the day to day running of the ICT within the companyResponsible for the management of the Internal and Client facing Service Desk, line managing the Service Desk operators and the Support Consultants required for the Client facing incidents and /or Service requests. Point of contact for all current support contracts, addressing escalations, service review meetings, SLA queries, complaints and service change requests.Other responsibilities include the management of SSL certificates, DNS and domain names for internal and external systems and client environments. Management of ITIL aligned service desk used by internal staff and external clients to log and resolve incidents problems and for use in the company change management process.Client and internal system upgrades and deployments utilising ITIL best practice frameworks to ensure minimal interruption to live systems and services.

Employed as a senior analyst in a service management role, responsible for offshore, online savings systems. These include Northern Rock Ireland, Guernsey and Denmark. Day to day duties include supporting the team of helpdesk analysts in providing technical help to Northern Rock’s E-Commerce user base. Monitoring of managed services, ensuring that all calls raised via the E-commerce help desk are dealt with by the correct internal support group or third party within agreed time scales. Providing problem management and an escalation point. This necessitates liaising with the third party companies who provide the services to ensure that they adhere to procedures and time scales as laid down in the relevant service level agreements, operational level agreements and respective underpinning contracts. Responsible for specification, procurement and installation of new server hardware and associated infrastructure for new offshore e-commerce systems. This involves leading meetings with external parties to agree specifications and manage installations including agreeing response times, roles and responsibilities and ensuring that all relevant steps are taken to facilitate the introduction of complex online banking systems into full operational support within the company. Initial contract and SLA negotiations with third parties, prior to legal validation by company solicitors.Coordinating resource from different business departments and external companies to define, cost and implement changes to the live systems in an efficient controlled manner with the least possible disruption to the customer. Representing the E-Commerce function in monthly service review meetings with third party providers and senior Northern Rock representatives, as well as steering group meetings attended by senior managers and assistant directors from several business functions.

Technical account lead for a team of 15 engineers, responsible for the HM Prison Service restricted network, comprising 300+ Windows NT 4, Windows 2K and 2K3 servers. Including all facets of server support from day to day maintenance tasks up to 3rd line fixes and remote server rebuilds. Configuration and management of Cisco switches and remote support of 60000+ user accounts with 20000+ workstations and dial-in laptops. My role included managing the team to ensure enough resources were available to maintain service to the customer in accordance with agreed SLA. Ensuring all necessary changes to the environment were controlled and implemented via change control processes to minimise impact to service. Technical escalation point for team members and external hardware support engineers. Technical representation and input into project meetings.

Systems administrator at RAF High Wycombe providing desktop and server support for the MOD Restricted and Secret systems. Day to day management of servers, switches, desktop and associated peripherals for HQSTC and tri-service units throughout the country. User support for all users including senior Air Officer ranks on office systems based on Windows NT 4.0 Security Enhanced edition.

Design, installation and maintenance of multiple small office networks using NT 4.0 and windows for workgroups. Design and administration of station web site.

Design, installation and maintenance of multiple small office networks using NT 4.0 and windows for workgroups. Design and administration of station web site.

Working as team leader and team member responsible for ensuring high availability of critical airfield systems consisting of complex electronic navigational aids and airfield communication systems