Service Delivery Manager providing Service Excellence whilst upholding business in line with Lean IT stigmas. Reporting direct to COO, responsibilities include direct Service report to 32 individuals including Network Managers, 3rd line to Junior Engineers. Service Management reporting to Senior executives across Multi Academy Trusts,Secondary and Primary Education Organizations. - Responsibility for over 50 Education establishments with an estate of over 1.7 Million- Direct Line Manager to 32 direct reports with aim for best outcomes through tailoring a managerial approach to personality to maximize productivity, motivation and well being. Happy and motivated team = Best outcomes for our clients- Follow ITIL v4 practices with Lean Principles to Establish efficient business outcomes whilst protecting prfoitability.- Management of complex SLA/KPIs across incident and change deliverables. Enabled me to develop a very flexible and amenable mindset for best delivery.- Change, Implementation management with Ongoing monitoring ensures above are met. Example of Success include the implementation and adoption of new external consultant level SLA with specific KPI requirements. Communication chains established to engineers for bets practice for complete KPI adherence- Designed and reformed process + documentation to streamline Onboarding and Offboarding. Direct experience of engaging with a variety of 3rd party stakeholders and competitors. Through Experience I have conducted a robust and though framework ensuring a smooth transition of service. This includes an eye for detail with documentation credentials migration, testing phase and ensuring a time frame of post support- Strong technical background to a 3rd line level has aid decision making for complex technical matters which has a direct result in KPI management. - Experience in tendering and Bid proposals presenting and providing general strategic business guidance working alongside COO.

Building on substantial experience of being in the technical field and working as a project lead on 3rd line/infrastructure projects, I was promoted into the senior engineer and team leader position reporting directly to Head of Services. I’m responsible to provide guidance to my team on internal processes, perform appraisals/performance/Service reviews and to be their main technical escalation point for their corresponding sites. Within this capacity I am also the technical account manager for these sites, overseeing the day to day service delivery with responsibility in underwriting technical proposals and being involved in strategic IT decision making with key stakeholders. Skills developed/gained:• Approach management to teams’ requirements: Developed a skillset on how to get the most proactivity from different personalities within my team. Have learnt to tailor language and behavioural approach so that they can complete tasks in the most efficient and positive customer focused way. • Developed further communication skills: I have shared various client facing written templates (such as engineer sickness/cover and change of engineer emails) with other team leaders as per Head of services request. This communication is descriptive yet to the point with the impact to the client as top priority • Further technical account Management skills developed: With further integration with account managers and pre-sales engineers, I have been able to produce in depth technical proposals for key infrastructure. Examples have been underwriting a failover server cluster proposal for a secondary school and multiple single server solutions for a primary

Variety of experience in SME for onsite enterprise technical administration/support. This varies from multiple vendor end user devices to physical and virtual host administration through VMWare and Hyper-V. The position is split between working as a field engineer providing relationship based technical support/consultancy and being utilised a project lead for a range of requirements. Experience in VMware ESXi and Hyper-V server builds and large scale infrastructure roll outs (including leading on a multi academy trust setup, deploying new infrastructure as well as 200+ end user devices) and multiple device imaging projects. I have also gained experience in Apple MDM deployments utilising both Meraki and Lightspeed cloud solutions. I have also co-ordinated large scale decants of kit between sites.Technical Skill set obtained:- Windows Server 2003 – 2019 Enterprise level administration. Understanding, configuring and troubleshooting of server roles such as DHCP, DNS, DFS, AD, group policy, WDS, WSUS NTFS, and File/print/resource services.- Experienced in deployment via MDT and WDS- Experience in Building new/upgraded Windows AD environments with file migration- Experienced in deploying and upgrading ESXi server environments from 4.0 to 6.7. This includes P2V processing and amalgamating Hyper-V to ESXi environments and vice versa.- Have vigorous exposure of backup technologies such as Veeam, Altaro, Windows Server Backup and other 3rd party cloud backup clients - Deployment and administering Avaya/Nortel, Aruba and Dell infrastructure environments with VLAN management - Enterprise level administration and troubleshooting of Microsoft OS from XP to 10.- Enterprise level Apple administration of devices with understanding of Apple’s volume purchasing and DEP programs- Setup and have experience administrating G-Suite and Office 365 - A wide range of exposure to various vendors BYOD/tablet devices (such as android etc) - Experience using Autotask

Obtained a varied exposure of the education IT environment with a variety of technology across many different sites. Administered and troubleshot onsite issues with end user devices and experience in basic server functionality . The objective was to provide an excellent customer experience, so the user feels comfortable and has the confidence in technology.In this period I obtained a customer excellence award in Sep 14’. Throughout this period I developed my Microsoft server skillset and onsite interpersonal skills.

Duties include troubleshooting issues remotely, ticket creation/management, escalating calls and coordinating engineers. Working on the service desk enabled me to develop strong troubleshooting skills, develop remote desktop skills and to develop - Resolving & troubleshooting various network and local issues through remote desktop & centrastage- Escalating and coordinating support tickets to engineers - Setting up/editing accounts on active directory - Managing software group policies - Administrating network printers and devices through print server & group polices- Managing profiles and mapping drives - Server administration including configuring antivirus software & ensuring backups are scheduled - Imaging and deploying through WDS

Currently studying towards Microsoft certifications:MCTS: Configuring Windows 7 in the enterprise environmentMCITP: Windows Server 2008 Administration. Modules includes active directory, networking and server administration.

AuDeo specialises in Visual Communications, providing Video Conferencing solutions, full room integration, meeting room scheduling solutions and digital signage solutions. Every business needs to communicate well to their staff, visitors and customers. AuDeo's objective is to ensure that this communication takes place effectively using the appropriate technology and that you achieve maximum returns on your investment. As trusted advisors, AuDeo are able to assist with every aspect of your project. With dedicated account managers we can advise you from design to complete installation and deployment, including after-sales services such as full support, maintenance contracts and training with our fully qualified technical team, so that once you've bought from AuDeo you can be rest assured all aspects will be taken care of. I manage over thrity key accounts at AuDeo. My main duties include maintaining and building relationships as well as managing procurement and support requirements.I am also responisble for AuDeo's business development which includes lead generation through many diffrent channels.

The Security Watchdog is an independent organisation with extensive experience in security and compliance, providing innovative solutions in the audit , advisory, pre-employment and employment screening and security recruitment fields.