As a Service Manager working within Managed Services, I have the pleasure to work with some amazing clients. These clients vary in size, sector and complexity. It is my responsibility to ensure a high standard of, service delivery, technical resilience, and high client satisfaction is maintained. Some specifics about my role include:Developing relationships with external organisations to assess their technology, support, and security needsCoordinating the onboarding of new customers into service Producing KPI and service reporting material which is then presented to customersManaging projects directly related to ongoing service by creating timelines, adhering to budgets, and assigning consultantsCoordinating troubleshooting, support, and service for incidents, change and maintenance as requiredUpholding customer service measures including client satisfactionProviding ongoing risk management for client infrastructure and servicesHosting and facilitating scheduled change management boards for customersCreating and maintaining ISO documentation directly related to servicesProducing technical roadmaps and act as a technical design authority for customersBuilding relationships with key stakeholders and becoming a trusted advisor to their business Producing and coordinate tender response proposals, working as part of a team for ongoing business development

Provide end-to-end engagement, design and implementation of technology solutions across a diverse client base.As well as project delivery I am also required to troubleshoot more complex server or network related incidents escalated from our Service Desk.Develop technical roadmaps and aid in strategic client decisions on infrastructure spend.Provide high/low level design documentation for technology solutions.Sample assignments include deploying new infrastructure solutions; servers, storage, workstations, routers, switches etc.Upgrading or expanding existing systems or applications both on premise and cloud solutions such as;Microsoft Exchange 2019VMware 6.7 virtualisationVMware Horizon 7 VDINutanix AHV/AOSVeeam Backup & ReplicationMicrosoft Autopilot & Endpoint ManagerOffice 365SCCM Current Branch

Manage and maintain a large VMware virtual environment comprising of VxRAIL hyperconverdged compute/storage clusters as well as legacy SAN/Compute nodesManage and maintain production Horizon View 7 platform. Implement, manage and maintain production SCCM & In-Tune workload to support all client devices.Package and deploy applications to client workstations using SCCM. Manage a production App-V environment including sequencing. Monitor critical business services using Solarwinds as well as implementing alerts for various services. Monitor and administer backup services for the estate using Cohesity, Veeam and Windows Server Backup. Submit technical changes for CAB approval. Manage and maintain a complex Exchange 2010/2016 platform including integration with Office 365. Manage various anti-virus solutions such as Trend, Sophos & Cylance Protect. Implement manage and maintain a large Zoom video conferencing solution for the business including worldwide offices.Install and configure server hardware such as physical Windows Server systems and Vmware machines. Assist with datacentre related tasks.

Design and deliver infrastructure solutions based on the latest technologies and practices across a diverse client base.Smaller projects taken from initiation to completion under own supervision and initiative to plan and deliver an agreed design.More complex projects I work as part of a larger provisioning team to deliver an overall solution.Required to supervise more junior technical staff within the business. As well as project deployments I am also required to troubleshoot more complex server or network related incidents escalated from our Service Desk.Required to work with the sales team as a pre-sales technical advisor. Provide high level design documentation for provision. Assist with gathering customer requirements and converting to technical proposals for sale to clients. Production of project documentation and plans.Investigation of network infrastructures and production of reports providing general recommendations.Sample assignments include deploying new infrastructure solutions (servers, storage, workstations, routers, switches etc.). Upgrading or expanding existing systems or applications both on premise and cloud solutions (e.g. Exchange/VMware/Hyper-V/Office 365) and other general network, server and workstation support using the latest technologies.Experience with IBM Storewize SAN’s and host technologies. Experience of various backup and DR technologies including; Veeam, Backup Exec, Doubletake, Asigra & vRanger. Implementation of Azure Stack Single/Multi-node units. Installation, configuration and management of Microsoft Windows Server 2008/2012/2016.Installation, configuration and management of Microsoft Exchange 2013/2016 & Office Online ServersDesign, implementation and management of Microsoft Hyper-V.Design, implementation and management of VMware Horizon View. Experience in PowerShell ScriptingDeployment and Configuration of AV technologies such as Sophos Enterprise, Webroot Endpoint & DNS Protection.

Manage and directly supervise the daily activities of the service support team.Assist the Director of IT in the establishment of IT department performance standards, benchmarks, and service level agreements, and ensure that these standards are met. Ensure that IT Support Services Team members handle service requests properly, and when appropriate escalate calls to other internal and external service groups.Assign tasks to IT Support Services Team members and follow up to ensure the tasks were properly accomplishment, that the applicable documentation was updated, and that a high level of customer satisfaction was achieved.Utilize diligently the help desk management system to administer IT Department work assignments, track and record work completion, and maintain control over the IT asset inventory.Establish, document, and promote exceptional customer service standards within the IT Support Services Team, and train IT Support Services Team members to meet these standards.Assist with the implementation and management, as required, of the delivery of IT Infrastructure projects that will improve the IT facilities throughout the school.Advise and inform the Director of IT on technical issues as part of the decision making process for technical direction and procurement of new systems.Work with the Director of IT as required to manage the Support Service staff, including training, coaching and appraisal. Build proactively and enthusiastically professional relationships inside and outside of the IT Department to promote operational efficiency and courteous interactions.Implementing new service desk system – migrate existing data.Design & enforce new SLA policies. Document and refine daily operations.Implement checklist strategy to ensure daily running is kept to a high standard. Manage annual budgets for support.Meet with departments and document requirements. In charge or purchasing within the department. Recruit and train new staff when required.

Currently supporting a large IT infrastructure at one of Scotland’s top boarding and day schools. Working within a small team of trained professionals I am involved with various help desk scenarios/ project planning-implementation and a large range of technical work. Responsibilities:Assisting with 1st, 2nd & 3rd Line support calls managed through an internal help desk.Manage business asset register for hardware & software.Build/Deploy & maintain a physical desktop infrastructure using SCCM 2012.Experience of VMware hosts/ Clusters – Use of HP Store Virtual & HP Hosts.Experience of VDI Desktop Pools – Management.Deploy & maintain a virtual infrastructure using VMware Horizon View/ VMware Vsphere.Manage installations and upgrades of various specialist software packages using SCCM 2012 & VMware Thin AppCommission new hardware throughout the estate including mobile technologies. Experience with Windows Server 2008 R2 / Server 2012 R2 & Microsoft Office 2013/ Share point 2013 & Exchange 2013.Experience with Microsoft Active Directory / Group Policy/ DNS/ DHCP/ WSUS.Bradford Network Sentry – Administration.Great experience with Dell WYSE Clients. Full management and administration of Teradichi Management Console. Provide AV set-ups throughout the campus when required with the use of: Mobile PC's, Data Projectors, Gas Lift Screens & Portable PA Systems. Install and maintain Promethean classroom equipment. Provide training on the systems we currently operate and discuss best practices. Provide operational processes complete with daily/ weekly & Monthly tasks to ensure smooth running of our internal service desk.Mentor service desk team members and assist where possible or resolve issues having been escalated. Ensure that quality assurance is carried out correctly and make relevant changes.

Working along side 10 IT Support Analysts supporting approximately 1800 desktops / 200 Servers (Physical & Virtual) split between 3 college campuses with approximately 20,000.00 users. Planning and implementing thin-client desktops through-out the college using CCBoot.Perform routine checks of backup operations using Symantec Backup Exec 2012 & VeeamDesigning, implementing & maintaining physical desktop/ mobile images. Configuring & maintaining all college mobile device equipment.Experience with Mac operating systems and maintaining an Apple Mac Environment. Manage installations and upgrades of software packages.Commission new hardware throughout the college. Support student access on personal equipment.Assist in server side tasks using specialized software.Experience with Microsoft Exchange Server 2003 & 2012.

In this company I work as an estimator, and price flat roof systems to be installed. This job role involves meeting clients and attending meetings for various projects. Along with estimating jobs I assist in all administration work in the company. To be successful in my current position this involves working alongside various types of people and meeting deadlines under pressure.

In the beginning of this job, my post was a kitchen porter, working alongside chefs and other KP’s.This role involved: food preparation, dish washing, stock rotation and also general cleaning. After 4 months, moved into front of house staff as a waiter.This involved attending floor training, wine training, and also food knowledge.As a waiter, customer service is number one priority, and in this job role customer contact and presentation is key, alongside working under pressure.