Shaun Smith Email & Phone Number

Oxford, England, United Kingdom

As Service Delivery Manager at PMC, I lead the delivery of all services to our clients, ensuring high performance and customer satisfaction. I'm responsible for managing client relationships, service transitions, performance reporting, and financial management. My role involves coordinating with various teams to resolve issues, implement service improvements, and identify opportunities for growth and cost reduction. Additionally, I support new business initiatives and strive to position PMC as a top service partner.

Oxford, England, United Kingdom

Leading and managing a dynamic and highly skilled team of Database Administrators situated both in office locations and at customer sites across India and the UK at Paul Mason Consulting Ltd (PMC). In my role as a seasoned IT professional, I go beyond traditional Database Service Management, actively taking on additional responsibilities as a Service Delivery Manager, Change Manager, Project Manager, and Transition Manager. My multifaceted role encompasses diverse responsibilities, including implementing industry-recognised processes and procedures.As the Database Service Manager, I am the focal point for ensuring the seamless operation and high-performance of PMC's and customer-supported database platforms. This involves overseeing the implementation of industry best practices to optimise the management, maintenance, and monitoring of a multitude of databases. My focus is on maximizing the efficiency, capacity, and availability of these databases, ensuring they meet the evolving needs of our clients across various sectors.My leadership extends to fostering a collaborative and innovative environment within the team, where each member plays a crucial role in achieving our collective goals. In addition to traditional database management, I actively contribute to service delivery strategies, manage changes, lead impactful projects, and navigate transitions to ensure a cohesive and effective operational landscape.This role has allowed me to develop a comprehensive skill set that goes beyond Database Service Management, positioning me as a versatile and strategic leader capable of steering complex IT initiatives with a focus on delivering exceptional results.

Oxford, England, United Kingdom

In my capacity as a Database Administrator Team Lead, I undertook comprehensive responsibilities to ensure the optimal performance and security of databases PMC customers. Key highlights of my contributions include:Database Monitoring and Optimization:Monitored database activity and file usage, ensuring consistent resource availability while proactively addressing significant technical issues to maintain operational efficiency.Database Analysis and Design:Led the analysis of complex databases, defining logical attributes, data inter-relationships, and designing structures to enhance overall performance and data management.Database Accessibility Enhancement:Optimized database accessibility through the implementation of load-balancing architectures, limiting access based on security levels, and enforcing security regulations.Database Management System (DBMS) Upgrades and Leadership:Managed the seamless upgrades of database management systems, researching and recommending solutions. Additionally, served as a technical project leader for diverse database portfolios.Project Planning and Integration:Played a crucial role in project planning, providing work leadership for various database activities. Integrated databases with commercial software to ensure seamless collaboration between systems.Unique Database Recovery Plans:Contributed to the development of unique database recovery plans in response to outages, showcasing adaptability and strategic problem-solving skills.This multifaceted role allowed me to exhibit proficiency in database management, strategic planning, and project leadership.

Oxford, England, United Kingdom

As a Level 3 Incident Management Consultant, I served as a key escalation resource for 1st and 2nd line analysts, specialising in the reassignment of incidents involving unknown, critical, and undocumented fixes. Operating within an application support team, I worked extensively on SQL Server 2000-2016 and Oracle 10g & 11G, addressing problem tickets and actively participating in client service level reviews.In this dynamic role, I proactively recommended and implemented service enhancements to elevate customer service, recording and classifying incidents to restore service promptly. Taking ownership of customer-reported issues, I conducted in-depth research, diagnosis, troubleshooting, and identified effective solutions for system issues.As part of my responsibilities, I ensured timely responses to customer and partner inquiries, achieving established service levels. This commitment extended to providing after-hours coverage as part of an on-call rotation. I maintained transparent communication with customers, keeping them informed of issue statuses until resolution.In a leadership capacity, I played a pivotal role as one of the senior team members, providing guidance and fostering high morale within the Application Support team. Additionally, I contributed to the development of new employees in the L2 and L3 teams, offering training, evaluation, and performance measurement.Collaborating with diverse teams, I addressed customer needs proactively, participating in Customers Change Advisory Board (CAB) meetings to recommend changes based on root cause analyses from problem tickets. This multifaceted role allowed me to provide valuable insights into improving the overall Retail Estate of our clients.

Oxford, England, United Kingdom

In my role as an Incident Management Consultant, I held diverse responsibilities spanning Incident Operations, Problem Investigations, Management, and Resolution. Key facets of my contributions include:Customer-Centric Collaboration:Worked collaboratively with cross-functional teams to understand and address customer needs, providing proactive support for occurring issues and requests.Application Support Expertise:Provided comprehensive application support for Retail Systems during rotational shifts, ensuring incidents were handled efficiently. Engaged with end-users, performed proactive checks, maintenance, and resolved critical issues within defined SLAs and quality parameters.Efficient Ticket Management:Monitored issues raised in the Incident Management System (IMS), diligently ensuring that tickets were picked up, worked upon, and escalated by 1st line Analysts within agreed Response and Resolution SLAs.Escalation Resource and Innovation:Served as an escalation resource for 1st & 2nd line analysts, particularly for incidents involving unknown/critical and undocumented fixes. Introduced new incident resolution approaches beneficial for the entire team.Knowledge Management and Continuous Development:Contributed to the ongoing development of the support knowledge management tool, ensuring a dynamic and continually improving knowledge base.Incident Resolution and Client Satisfaction:Ensured all incidents managed directly were logged, investigated, resolved, and closed to the satisfaction of clients, demonstrating a commitment to client care and incident management best practices.This role allowed me to showcase expertise in incident management, collaborative problem-solving, and continuous improvement in support processes.

London, England, United Kingdom

In my role with a focus on Network and Operations Management, I engaged in a spectrum of responsibilities, demonstrating expertise in project planning, technical installation, and network management. Key elements of my contributions include:Project Planning and Leadership:Led and managed projects, demonstrating proficiency in planning and executing tasks efficiently.Comprehensive Installation and Configuration:Oversaw the installation and configuration of diverse components such as cabinets, modems, routers, access points, switches, billing systems, patch panels, PDUs, WiFi aerials/stations, ensuring seamless functionality.Internet Communication and Connection Establishment:Played a pivotal role in establishing internet communication and connections, contributing to the smooth operation of network systems.Technical Disorder Prevention:Proactively implemented measures to prevent technical disorders, ensuring continuous and reliable network performance.Cable Laying Expertise:Managed cable laying processes, including power cables, UTP (Cat5e, Cat6, etc.), FTP, and fiber optic cables, showcasing proficiency in structured cabling.Drilling and Mounting:Executed drilling and mounting tasks with precision, contributing to the physical infrastructure stability.Network Installation and Fault Finding:Carried out network installations and demonstrated adeptness in fault finding and timely repairs, ensuring minimal disruptions.Client Counselling and Support:Provided client counselling, addressing queries and offering support to enhance their understanding of network systems.Wireless Point-to-Point Installation:Installed Wireless Point-to-Point systems, contributing to expanded connectivity options.

London, England, United Kingdom

In my role as a leader in network operations, I orchestrated a range of responsibilities, showcasing proficiency in team management and infrastructure maintenance. Key aspects of my contributions include:Team Management:Managed a team of engineers, providing direction, support, and guidance to ensure optimal team performance.Task Assignment:Assigned tasks to engineers, ensuring an organized workflow and efficient completion of projects.Mentoring and Technical Support:Provided mentoring and technical support to both engineers and helpdesk staff, fostering skill development and enhancing overall team capabilities.Infrastructure Maintenance:Played a crucial role in maintaining the infrastructure, ensuring its stability, security, and efficient operation.Planning and Designing Installations:Led the planning, design, and oversight of installations for new sites, demonstrating a strategic approach to network expansion and improvement.This role allowed me to effectively lead a team, manage tasks, provide technical guidance, and contribute to the planning and implementation of network installations, all essential components in network operations management.

Swindon, England, United Kingdom

In my role as a desktop support specialist, I successfully handled a diverse range of responsibilities, demonstrating proficiency in technical support and project management. Key aspects of my contributions include:Second Line Desktop Support:Provided desktop support for all 2nd line tickets, addressing issues through various channels, including telephone, email, and remote desktop assistance.Onsite Support and Fault Fixing:Delivered onsite support and efficiently resolved faults at client sites when required, ensuring a seamless and responsive support experience.Collaboration with BT:Worked collaboratively with BT, utilizing the BT Portal with EBB, PTW, and MPLS networks to enhance communication and streamline support processes.Nationwide WAN Rollouts:Project-managed numerous nationwide WAN rollouts for large hotel chains and retailers, demonstrating effective leadership in implementing complex projects.This role allowed me to excel in desktop support, onsite fault fixing, collaboration with telecom providers, and successful project management of nationwide WAN rollouts, showcasing a diverse skill set in IT support and project execution.

Swindon, England, United Kingdom

In my role focused on EPOS (Electronic Point of Sale) support, I undertook a range of responsibilities, showcasing expertise in hardware and software support. Key highlights of my contributions include:EPOS Hardware and Software Support:Led the build, installation, fault finding, and ongoing support for EPOS hardware and software, ensuring optimal functionality and reliability.Customer-Facing Support:Engaged in a customer-facing role, providing support for large client sites across the UK and Europe, establishing rapport and delivering effective solutions.This role allowed me to excel in building, installing, and supporting EPOS systems while actively engaging with clients to ensure their specific needs were met in both the UK and European regions.

Swindon, England, United Kingdom

In my capacity as a Site Support Engineer, I assumed responsibility for the build, installation, and support of comprehensive hardware, software, and network infrastructures on large retail client sites. My expertise spanned various domains, including:EPOS and POS Peripherals:Conducted the installation and configuration of EPOS and POS peripherals such as scanners, MSR, and POS printers, ensuring seamless functionality.Networks, Routers, and Switches:Managed the installation and configuration of networks, routers, and switches to establish robust and efficient communication infrastructures.Desktop Support:Provided desktop support services to address a spectrum of technical issues, guaranteeing a reliable and efficient computing environment.Wireless Networking:Specialised in the installation and configuration of wireless networking solutions, fostering connectivity and mobility within the retail environments.This role equipped me with comprehensive skills in building, installing, and supporting hardware, software, and network infrastructures, contributing to the success of large-scale retail client sites.

Level 2 Key Skills In Communication,Level 3 Key Skills In Applications Of Number

Avce Ict, As Level Business

Gcse - English, Science, French, Design Tech, Re, It, Maths,Geography