Tim Waller Email and Phone Number

• 24*7 resource and workload management• Incident management technical lead• Technical escalation point, for monitoring/alert management; patching; back-up/restore andvulnerability remediation both internally as well as for 3rd parties and customers• People management – mentoring; coaching and individual training/development plans• Patch management for all Fordway and Fordway customer environments• SLA and OLA management• ISO Compliancy• New Business Onboarding – monitoring; patching and back-ups

• Major incident management and Operations Team leader for Spinvox’s 24 x 7 Operations Team. Main duties include restoring service to incidents that have occurred. Responsible for incident detection, recording, classification investigation and second / third line technical support. Spinvox operate on Linux based servers. Other systems also include ISQL, MYSQL and Asterisk • Spinvox is a start-up company that converts voicemail to text, operating on very tight SLA’s with their customers; emphasis is in restoring service extremely quickly. Reporting to Service account Managers and Customers, keeping them informed of incidents is also a key responsibility.• Infra is used as a problem reporting tool for logging incidents and tracking problems.Nagios is used for system monitoring. • Extra duties include out of hours internal IT support. Designing and maintaining the intranet site used by the Network Operations Centre.

• Major incident management within BT , using ITIL as a guideline, to restore service to incidents that have occurred including high availability systems like BT Broadband and The NHS. Responsibilities include incident detection and recording, initial classification and support, investigation and diagnosis, resolution and recovery, incident closure. Systems responsible for include UNIX, Windows, Cisco and netbackup.• Responsible for keeping senior and service management up to date for current faults.• Use of Clarify as a means of problem and incident management. Chairing conference calls when necessary to assist in fault diagnostics and directly reporting to Service Account Managers.• Extra duties include desktop support for the MIM team, maintaining and updating the MIM team website. Ownership of all hardware assets within the MIM. This includes, installing, maintaining all hardware and software on these devices.

• 24 x 7 Monitoring and control of all aspects of the BT owned and third party managed and monitored internet services provided at the various IDC's, using the monitoring tools available, such as ISM, Omnibus and NETIQ.• To provide incident, problem and change management to the AMC and its customers.• Carry out first line fault diagnostics on NT, UNIX, Network and back up related faults and other managed/monitored BT products.• Use of Clarify as a means of problem/incident management and reporting faults to other groups.

IBM Mainframe ops analystUsing tools such as TSO, CA7, Cics, AOC, JCL and more.