Tim Astley Email and Phone Number

Line management of a team of Technical Account Managers and Technical Delivery Managers working on various accounts across Capita. I have specific responsibilities for the Capita Regulated Services account which in turn provides services to many different end-clients across UK and Ireland, including Aviva, Phoenix and Royal London.I am a point of contact for Regulated Services to discuss any change requirements and potential solutions prior to submission of a work request.Escalation point of contact for key senior business stakeholders (e.g. IT Directors) for high impact issues that have not been addressed by Service Delivery Managers and Project/Programme Managers.Review of penetration tests and vulnerability reports for Regulated Services, assessing the risks and managing the remediation actions.Chairing of the monthly Risk and Compliance meeting to manage the shared risk register, delivering action plans to mitigate the risks identified. Provide technical input to commercial proposals and small change requests.Provide governance over patching and anti-virus reporting for servers and endpoints ensuring that compliance targets are met and that any shortfalls are addressed through service improvement plans, since taking on this role, patching compliance has risen from 70% to consistently exceeding the target of 95%Support of the Capita Quotations Team by providing technical guidance for the triage of work requests.Role includes travel as and when required around the UK with overnight stays as necessary.

Technical Account Manager looking after Capita's Life and Pensions clients. Technical Design Authority; completion of high and low level designs to enable the delivery and successful implementation of solutions.Account Management; supporting the CIBS account through providing governance and advice to major programmes, technology planning and providing support to service delivery function.Triage of work requests from CIBS to translate business requirements into something that can be assessed, make sure that requests were assessed by the correct lines of service and provide a technical review of the estimates returned to ensure that there were appropriate and would deliver to the requirements.

Working alongside the technical delivery team to ensure that projects are delivered fit for purpose and supportable. Also assisting with resolution of day-to-day business as usual issues.Business as usual delivery; major incident management, backup reporting, planning preventative maintenance, DR testing.Project delivery; working with the TDAs to review and shape their designs, working with project managers to resource and schedule their projects and ensure a smooth transition into BAU.Project Management of small changes (typically less than 20 days of effort).

Management of between 15 and 34 direct reports supporting approximately 1,000 servers at multiple sites across the UK and Ireland including; Wythall, Cheltenham, Glasgow, Salisbury and Dublin.Delivery of business as usual server support services to meet SLAs for leading UK Life and Pensions clients, including Resolution and Prudential.* Wintel, UNIX, Active Directory, Microsoft Exchange, backups, patching* Major incident management, problem management

Management and responsibility over four teams covering server, network, telephony, desktop support and service desk for approximately 4,000 users on the Resolution account.

Management of the Wythall server team delivering business as usual services and acting as Project Manager, TDA in the delivery of Infrastructure projects.Project management responsibilties included delivery of a project with a budget of £1M to integrate the IT infrastructure of Britannic Group and Resolution plc at the time of their merger. This included the roll out of a new WAN, migration of users onto a centralised AD and specialist support of VIPs at head office. Project was delivered on time and to budget.

Management of a team providing network support and the delivery of infrastructure projects.

Delivery of IT infrastructure projects including the roll out of 2,500 laptops to field sales staff and implementation of communications hardware and software for the safe transfer of data to and from the laptops overnight.

Student placement at Britannic Assurance as part of my BSc in IT For Business. Originally this was planned to be only 12 months, but was extended up to my return to Aston University to complete my final year.