Leading the IT Service Delivery team and reporting into the Director of IT, with responsibility for managing the overall operational delivery of all major IT service delivery contracts and contracted SLAs in relation to the technological ecosystem within Dimensions. This includes day-to-day management and setting of an annual budget of approximately £3m in staff and supplier costs; managing a team of senior system engineers (covering 2nd & 3rd line support); major incident management; technical decision-maker for system adoption and integration; and delivery of IT projects.Major Project Achievements:• Network Services Project; retender of network and infrastructure services to a managed cloud platform including involvement in the tender process, service design, project delivery and ongoing management of the contract with the provider.• Migration of 9,000 exchange mailboxes to Exchange Online including the planning, communications and technical oversight of the migration to minimise disruption to the organisation.• Implementation of technical controls for information security and management using a suite of Sophos products for endpoint protection, device security, monitoring and reporting.

Influential in the design, for the implementation as well as responsible for the ongoing maintenance of Dimensions’ IT infrastructure. Reporting directly to the IT Team Leader and supporting the 2nd Line team with their day-to-day queries and development. In this role I have played a key part in a complete infrastructure overhaul resulting in a scalable modernised solution with suitable resiliency. Also providing continued technical support and training to junior colleagues.Major Project Achievements:• Supporting the adoption of PRINCE2 and ITIL methodologies within the organisation• Migration to Windows Server 2008 R2 including virtualisation of key systems• Email migration to Exchange 2010 with cloud-based backup• Migration to geo redundant data centres including entirely new hardware and software• Voice over IP telephony upgrade to Lync Unified Communications platform with voice, video and IM functionality• Production of technical documentation to educate junior colleagues with handling day-to-day issues• Network migration to new communications provider, including hardware installation• Deployment for new organisational venture, comprising of Windows Server 2012 built around a VMware environment, including new Active Directory forest, Exchange 2013 and terminal services

Growth of the IT Helpdesk brought a progression to the 2nd Line position. Responsible for providing in-depth technical support across the business when queries had been escalated from the 1st Line team. Taking on delegated tasks from senior members of the department created opportunities to develop knowledge further. Having completed a Microsoft course on deploying Windows Server 2008 I was a key member of a project to migrate the IT system of a newly acquired company. This increased my confidence and led to a desire for further progression within the company.Major Project Achievements:• Migration of acquired company’s IT system• Production of technical documentation to educate junior colleagues with handling day-to-day issues• Implementation of CRM system• Deployment of several Polycom video conferencing systems, including a central management server• Technical support of server installations and data centre maintenance• Company-wide desktop reimaging project to standardised Windows 7 corporate image

Initially the sole member of the IT Helpdesk, and therefore the first point of contact to the business for all IT related issues and queries, refining skills for customer service and working under pressure. These issues ranged from simple AD-based tasks such as creating new accounts and resetting passwords, to diagnosing and resolving hardware and network related issues. Implemented a ticket tracking system which enabled the department to manage call levels more efficiently. Responsible for creating documentation that both allowed the end users to take control of resolving basic issues and helped train new members of the team. As the IT Helpdesk grew there were responsibilities for training new starters. Completed NVQ in Customer Services which furthered my ability to support the business.Major Project Achievements:• Implementation of ticket tracking system• Production of training materials for new colleagues

Tasked with organising staff training events, booking staff onto these events and sending out the relevant documentation. This included booking venues, trainers and caterers. Sending out scheduling information to each region and allocating staff to these sessions ensuring they ran smoothly. Updating training records and providing attendees with the correct certification. Completed NVQ in Business Administration. Through this role I gained customer service and office-based experience, which raised my profile within the company and led to being approached for a role within the IT Department.