Managed a team of 2nd and 3rd Line Service Desk Engineers for Air IT Ltd., one of the largest MSP’s in the East Midlands. My team consisted of 12 staff split between 2nd and 3rd Line Service Desk Engineers. I managed the engineer’s day to day activities, managed escalations from customers and Air IT Management and the Account Management team.I mentored and organised training for my team as well as performing bi-annual appraisals where I set goals and objectives based on the businesses training and performance targets.I ensured monthly KPI targets were met (SLA, CSAT etc.), and did monthly checks to ensure that engineers telephone calls and ticket completion quality met the required standards for the business. I performed Customer Satisfaction reviews on tickets for customers who felt they had received unsatisfactory service as well as putting together Service Improvement Plans (alongside Service Delivery Managers) for customers who required more management and felt the service they received was not to the required standards.I was involved in staff recruitment interviews as well as staff performance improvement and disciplinary proceedings.

Directed/Managed Service Desk and 1st/2nd Line IT Support engineers. Conducted staff recruitment, training and appraisals. Established service levels with the business and ensured they were maintained using reporting. Annual IT Budget preparation. Advised on security and overall IT strategy. License management and purchasing (Microsoft EA, Adobe CCfT, Autodesk subscriptions) and IT Asset management. Desktop hardware purchasing. Liaison with senior members of the Business to establish IT requirements, strategy and goals.Established first Service Desk in 2008 using ITIL framework guidelines and restructured support teams into 1st, 2nd and 3rd line teams, continuing improvement of support offered. Upgraded to new Service Desk system in last 12 months including new service catalogue, processes and procedures as well as Live Chat and Self-Service options. Invoice approval.

Established the first helpdesk system along with formalized asset inventory, software inventory and support options to the business. Managed a team of IT support engineers spread across the 16 or so Gleeds UK Offices. Reported and communicated to the business on IT issues and new systems. Staff administration including training, appraisals and recruitment. Day to day support and acting as an escalation point for the IT engineers.

At the end of contract with Gleeds was offered a full-time job in their new IT division (internal support only) Gleeds Technology Ltd. (GTL). Continued to support Novell Intranetware servers, the network infrastructure and Windows desktop computers. The support provision within GTL/Gleeds was unstructured and ad-hoc. The role also involved doing development work – establishing the first Intranet within Gleeds, and various other web-based systems using HTML/ASP and SQL Server.

After leaving Applied became an IT contractor. First contract was as an IT Engineer for Gleeds –upgrading their Novell Netware 3.x servers and systems to Novell Intranetware and Novell Groupwise email system as well as upgrading old Windows PC’s to the latest version in their 16 offices. This involved managing the project and my time as well as training staff on the new systems.

Worked for this IT Reseller as an IT Engineer, visiting customer sites (across the UK) and installing and troubleshooting Novell Netware systems and Windows desktop and laptop computers. Whilst at AMS studied for the Novell Intranetware CNE certification.

1st Line Helpdesk support engineer initially and then moved up to the 2nd Line/Infrastructure team where I was involved in infrastructure and server management. Supporting Windows NT, Novell Netware 3.x and Novell Groupwise email systems.

Worked in the Revenue Accounts department of British Midland Airways. Various roles from Junior up to Senior Managers Assistant. Duties included costing tickets, checking billing, invoicing information, and acting as stand in Staff Supervisor for holiday/sick cover.