Stephen Coles Email & Phone Number

Ware, Gb

Harlow, Essex, Gb

•Managing a team of (12 members) providing comprehensive IT services to all staff and support partners, serving as the Deputy to the Head of IT.• Facilitated a Penetration testing schedule (Int Inf, Ext Inf, Web Apps) managing and remediating findings, including regular incident response test exercises.• Implemented 24/7 external SOC using Sentinel & Defender alerting. • Key Contact for internal, external, and regulatory audits, ensuring adherence to best practices and regulatory compliance while maintaining an updated central repository for evidence.• Reviewing systems update procedure to ensure timely turn around and recommended versioning.• Working with support partners on licensing options and forward planning levels to accommodate expansion.• Updated vulnerability scanning and endpoint management to centralized Cloud solutions. • Completed migrations of on Prem Exchange and SharePoint to hosted O365 (Azure) solutions.• Migrated and updated phone system from on prem to hosted solution to enhance the solution and facilitate Hybrid working.• Coaching and mentoring team members, creating development plans to aid their progression thus ensuring high performance.• Reviewed and updated Disaster Recovery & BCP Process (new site and solution)• Engaging with all levels of the business to ensure plans and requirements are incorporated into the IT Strategy.• Working with vendors to ensure all current solutions are fit for purpose now and incorporating their future roadmap.• Work closely with Internal Audit team to ensure all processes are correct and documented (3rd party hosted applications, DPIA, DSAR)

London, London, Gb

• Managed a team (12 members) providing IT services across Ten’s 19 offices globally.• Implemented Global SIP for lower call costs and greater call efficiency.• Planned Global MPLS circuit connecting Key Offices and Data Centers.• Defining preferred key suppliers to ensure quality of service and competitive pricing.• Maintaining PCI-DSS audits and procedures.• Key Contact for client audits.• Coaching and mentoring teams to ensure high performance.• Creating SLA structure and ensuring teams respond to queries within defined timeframes.• Redefined and implemented a process for new starters and leavers.• Engaging with all levels of the business to ensure compliance with Customer and Regularity Audits.• Collaborating with vendors to ensure competitive pricing keeping pace with technology.• Work closely with Stakeholders to ensure performance management.• Implemented new 1st line team (Based offshore) to provide extended stable support structure for the team and internal staff.

London, Gb

• Managing 3 global teams of 1st ,2nd and 3rd line engineers, supporting 1200 users in UK, US and APAC • Coaching and mentoring teams to ensure high performance • Creating SLA structure and ensuring teams respond to queries within defined timeframes• Microsoft Licensing – Liaising with Microsoft to coordinate our plan for future use• Coordinating head office move and several branch office moves globally• Implemented VIP support structure to ensure 24/7 cover for General Executive Board• Redefined and implemented a process for new starters and leavers• Engaging with all levels of the business to ensure compliance with Customer and Regularity Audits• Working with vendors for the procurement of software and hardware• Work closely with Stake holders to ensure performance management

San Diego, Ca, Us

• Investigating and resolving all incidents escalated from the 1st and 2nd line teams.• Assigning incidents to the correct internal teams• Part of the global team responsible for implementing Apple MacBook Air roll out, including training 450 remote staff globally.• Attending Global Sales conferences to provide on-site support and continue training for the global sales teams.• Part of European team responsible for planning and implementing a successful office move in one of our European offices.• Cisco Call Manager administration for EMEA. • Installed new Video Conference Equipment for EMEA offices.• Investigating uses of Altiris to provide better support for internal and external customers. (SQL Database back end)• Assisting in providing on-going training and support to several interns within the departmentAssist internal teams with current callsTo investigate and resolve all incidents escalated from the 1st and 2nd line teamsConsistently achieved 90% call closure rateDeveloping use of Altiris to resolve calls and implemented a project to streamline the installation of softwareExtensive knowledge of IPhone Administration and associated DevicesDeveloping and mentoring Team

London, England, Gb

Configure and deploy 250 laptops with Windows 7 / Office 2010 desktopAssist users with training with new operating systems and applicationsResolve all calls arising from the upgrades to Windows 7 / Office 2010Assist internal teams with current callsAssist with the implementation of Equitrac Follow me Printing system

New York, New York, Us

To investigate and resolve all incidents escalated from the 1st and 2nd line teamsFurther escalation of unresolved incidents to appropriate internal IT teams to ensure speedy resolutionExtensive knowledge of Blackberry Administration and associated DevicesConsistently achieved 90% call closure rateDeveloped use of Altiris to resolve calls and implemented a project to streamline the installation of softwareKey role played in the project planning of lotus notes upgradePart of the team planning the company move to new offices, Key roles implementation of Follow Me Printing and configuration of AltirisKey contact for inter-company SAP support 1st level

Configure and deploy 250 laptops with Windows 7 / Office 2010 desktopAssist users with training with new operating systems and applicationsResolve all calls arising from the upgrades to Windows 7 / Office 2010Assist internal teams with current callsAssist with the implementation of Equitrac Follow me Printing system

London, Gb

To investigate and resolve all incidents escalated from the Service DeskFurther escalation of unresolved incidents to appropriate internal IT teams to ensure speedy resolutionProviding additional quick response to partner and VIP related incidentsExtensive knowledge of Blackberry Administration and associated DevicesAdministration and installation of Follow Me Printing solutionDeveloping and mentoring Service Desk Analysts (8 Analysts)Main technical contact for remote sites Co-Managed project to upgrade all mobile, Blackberry and 3G cards throughout the business

Amsterdam, North Holland, Nl

Education record

Education record