Managed a busy team of nine engineers covering service desk through to third line support. First line team supported all client devices including mobile phones and tablets, HP desktops, laptops and thin clients running Windows XP - 10, Office 2007 - 2016 and other desktop applications.Second/third line engineers supported Cisco LAN, wireless, WAN and firewall equipment, Mitel MiVoice VoIP telephone systems (including contact centre), HP servers (DL and BL C7000 series) and 3par/MSA storage, VMware, Windows Server and Microsoft Exchange.Recruited new team members to address gaps within the team. Reviewed job descriptions for further ongoing recruitment. Co-developed a training plan covering new infrastructure hardware (servers, storage and telephony).Highlighted areas for process improvement including procurement and stock holding, daily checklists, starters/leavers processes and disposal of old equipment. Tasked team members with being owners of improvement areas.Active involvement in the refurbishment of a new head office building including voice/data cabling (CAT6 and fibre), move of telecoms services, server room layout and office move schedule planning, ensuring IT services were ready upon occupation.Collaborated with colleagues on the design of new metropolitan and wide area networks with focus on core site connectivity, resilience and highly available voice services. This included the migration of disparate ISDN voice services to consolidated SIP trunks over resilient private wide area network links.

Created infrastructure services team due to separation of Accolade Wines/Matthew Clark shared IT department. Agreed team structure, job descriptions and grades. Coached new managers and supervised recruitment of new staff and internal promotions. Engaged external support providers to address skills gaps where required. Successfully improved call fix rate with positive feedback from user community.Managed IT opex budget of over £2m. Spend reduced by 13% in financial year ended June 2013 by scrutinising purchase requests and implementing equipment standards. Purchased software, hardware and support/maintenance services including contract and supplier negotiation with legal and procurement teams.Reviewed existing policies and procedures and implemented changes to provide improved service. Continual service improvement benefits and ‘cause and effect’ theory cascaded through teams with a view to preventing recurring issues.Managed a team of first, second and third line engineers (11 at peak) supporting Windows XP, Windows 7, Office 2010, Lotus Notes/Domino and mobile devices including Blackberry and various tablets. HP servers and storage, VMware, Hyper-V and Veeam estate running Windows Server 2008 and 2012 to support business applications including JD Edwards and Red Prairie and externally facing product websites and EDI services. Network infrastructure included Avaya/Nortel switches and wireless, Cisco routers and firewalls and Avaya/Nortel CS1000 telephone systems.Assessed network, server and storage equipment capability against application requirements (3-5 year view) and facilitated implementation of virtualisation platform, re-using existing equipment. Consolidated 100 physical servers to 3-4 virtualisation hosts.

Managed a team of third line engineers (typically 7-8) supporting HP server and storage estate running Windows Server 2008, 2012 and Hyper-V to support business applications including JD Edwards and Red Prairie. Network infrastructure included Avaya/Nortel switches and wireless, Cisco routers and firewalls and Avaya/Nortel CS1000 telephone systems.Managed key contractors and stakeholders during £850k IT fit-out of new manufacturing site and largest bonded warehouse in Europe.Managed replacement of telephone systems including vendor comparison and architecture cost/risk analysis. £575k project delivered infrastructure reliability to 1000 users including 200 seat contact centre and enabled increased call volumes to facilitate business growth.Implemented £220k project to standardise and replace all network equipment at all sites. Provided financial data for business justification, selected vendor and equipment models and agreed design and network topology. Developed an installation plan to suit the business.Designed and implemented resilience and additional capacity into wide area voice and data network to facilitate business growth and delivery of new applications. Project reduced running costs to £180k/year (over 50% saving).Executed business integration plans during acquisitions, including full e-mail system and Windows domain integration to parent company (adhering to agreed standards). Provided transitional services for key applications and services after divestitures. Managed infrastructure requirements (cabling, equipment and services) to facilitate opening of new warehouse and office sites. Managed decommissioning of IT services due to site closure.

Provided third line support (Windows NT4, 2000/2003, Exchange 5.5, Lotus Domino 6-7).Replaced legacy server hardware, upgraded to Server 2000/2003 where possible.Simplified local area network hardware and consolidated tape backup infrastructure.Migrated wide area network to MPLS network with full integration into parent company.Attended global infrastructure group meetings, agreed standards and policies.

Provided third line support to 500 users (Windows NT4, 2000, Exchange 5.5).Outsourced wide area network, decommissioned legacy network links and hardware.Specified IT requirements for new site including cabling and comms room services.Relocated infrastructure including 45 servers due to site consolidation.Integrated legacy infrastructure from sister companies.

Technical support of Novell Netware servers and Lotus cc:Mail.Supported office and factory based staff via first and second line support teams.Provided out of hours support for manufacturing and MRP/ERP systems.Liaised with outsourced service providers to resolve server hardware faults.

Initially employed to provide telephone technical support to customers using the company's range of PC enhancement products, later moving into supporting the PC, printer and server network.

Dealing with customer queries (in writing and by phone) relating to mortgage products including standing orders, direct debits, administering discount schemes, fixed rate products and fulfilling mortgage interest relief information requests.