Ross Crate Email & Phone Number

Whiteley, Hampshire, Gb

• Management responsibility of 12 outsource engineers , providing technical support for 7 of the largest IT services customers worth £2 million GP per annum• Management responsibility of 4 field based engineers, providing onsite installation/break fix for the servicedesk customers• Interim management responsibility of Project Managers for 6 months• Technical escalation point for all outsource and field based engineers• Recruitment and develop of team members including training and development plans• Conducting 1 – 2 – 1 meetings with engineers and biannual performance appraisals• Monthly creation of board reports which include metrics on team performance regarding SLA’s and KPI’s• Gained further experience in Intune, Acronis products, Mimecast, Watchguard firewalls, Trello• Personal achievement – Increased communication that was lacking. This has lead to more engagement, and an increase in collaboration & value amongst the team members

Fareham, Hampshire, Gb

• Originally a contractor for 3 months, offered full time role as internal IT manager, then IT Manager/Technical Operations Manager to manage the whole IT team within one year• Management responsibility of the systems and hardware to ensure full productivity to over 400 staff country wide across 9 offices• Management responsibility for the managed services team, who provide remote and onsite support to Onecom’s fixed connectivity customers• Implementation and system management of ConnectWise CRM/Servicedesk & MSP administration software, and system administrator on Salesforce CRM• Named escalation point of contact for all internal and external IT customers• Gained further experience in management of larger teams, Cisco network management, AWS & Azure, Windows Server 2012 & 2016, Office 2016• Personal achievement – Making an undervalued IT department key in making Onecom the UK’s largest independent business telecommunications provider. Highly successful management of remote working deployment to Onecom and its MSP customers over the pandemic

Fareham, Hampshire, Gb

Fareham, Hampshire, Gb

Fareham, Hampshire, Gb

• Management of a busy remote IT support technical department. Providing 24/7 support for over 60 companies totalling over 600 end points on strict SLA’s• Management of technical and administration teams• Development/coaching of staff – including skills matrix creation and management• Overall management and creation of company procedures, including forms and documents• Implementation and system management of ConnectWise CRM/Servicedesk & MSP administration software• Research & development into new technologies• Procurement and project management for both internal use and customers• Gained experience in cloud technologies Office 365, hosted exchange, mail archiving• Gained experience in small business setups including Windows Server 2003 SBS, 2008 SBS & SBS 2011 SBS & Essentials, Office 2010 & 2013• Personal achievement – Successful management of implementation of ISO9001:2008 accreditation for the business

• Providing 24/7 support for 50 internal staff running the live radio stations, and customer support on implantation, configuration and installation of equipment to be used to steam the broadcasts• Experience in supporting radio play out/schedule software, and streaming live media. (Windows Media Encoder, Windows Media Services (unicast/multicast), Scala)• Gained experience in supporting Windows Server 2003 Standard & Enterprise, Active Directory, Exchange 2003, Blackberry Enterprise Server, Office 2003 & 2007• Personal achievement – Technical lead on winning 2 new blue chip customers and winning an industry award for the technical implementation of a multicast deployment to one of them

Winchester, Massachusetts, Us

• Providing 2nd line / field engineering support to 3500 staff• Travelling around the Winchester/Eastleigh/Andover areas to surgeries and day centres• Gained experience in Ethernet / Token Ring networks, Windows XP Pro and Office XP• Personal achievement – Providing a business case and getting approval for implementing a new remote control software, then managing the training for the servicedesk, which reduced the ticket count by 50%

•The first point of contact for all computer users (450 from 6 sites around the country.) Finding solutions for all types of software & hardware problems.•Gained knowledge in Windows 95, 98, NT4 Workstation/ Server, Windows 2000 Pro/Server, UNIX, Exchange Server 5.5 & Microsoft Proxy Server. •Experience of in house programs (SCO which is run from UNIX) to Office 97 & 2000 and Cyberguard Firewall. •Provided both LAN & WAN network support, working with routers, switches and hubs.•Became familiar with the complete workings of printers, workstations, and servers.