Rob Harris Email & Phone Number

Brand new role in the organisation and responsible for developing the end-to-end operational framework which IT Application Ownership will be managed, governed and reported on.

Basingstoke

IT Service delivery manager and IT application owner for 28 finance, risk and audit systems/applications. Encompassing off the shelf applications, in-house developed and supported services to cloud and SaaS service offerings. The role covers all ITIL disciplines and is effectively the gatekeeper for a service. The role provides the link between IT and the business. Specialist in service strategy, service design, service ownership, service governance and service transition.Service Management consultant for projects ensuring the service is fit for purpose before transitioning and acceptance into BAU.Managing, understanding and documenting all ITIL elements throughout the lifecycle of the service.Ensuring services are in good health, performing optimally, cost effective and to SLA.Champion and promotes Continual Service Improvement.Interact with all areas of the business from end users to budget holders, architects, security, BCM and ITSCM, product managers, project managers.Internal and external supplier relationship management.Lead in developing the internal Service Ownership framework.Active participant during service management initiatives including the ServiceNow implementation and the servicedesk model review.Active participant on service boards such as CAB, security, update management and ITAO forum.Produce monthly reports detailing portfolio health, incident, availability SLAs, change pipeline, strategy, product roadmaps and risks/impacts to service.Chair regular service review meetings with all service stakeholders and follow up on any actions.Portfolio escalation point.Bespoke IT Service Management role secondment for key internal customer (three months in 2014).

Security Testing Consultant working for a company specialising in information security. Main tasks included:Vulnerability Assessments – Performing network, application and device security assessments for a wide range of clients adhering to industry, government and legal polices. Identify, manually verify, exploit where appropriate and comprehensively document all findings. Produce detailed and professional reports with advice on remediating the security issues.Project Management – Liaise with the client to plan and schedule the project, manage resources and ensure the scope of the assessment will meet the client’s expectations. Provide feedback to the client during the assessment especially when high risk issues had been identified.Security Consultancy - Research, test and produce guides for hardening Windows Operating System. With a support background, the guides were produced with support teams in mind and guidance was provided to simplify the methods and checks for implementing the recommendations.Office Support – One of three security consultants supporting the internal servers, network and communications infrastructure for fifteen users.

Member of a small configuration team supporting the infrastructure for an online pension and life insurance system. The team provides 24/7 support to the production and 2 testing environments for 780 back office users, 40,000 IFA accounts and business analysts through various access points in to the system. Gained exceptional performance review in 2007/2008 and placed in the top 20% of recognised performers across the entire organisation.Server Support – Supporting over 30 Windows 2003 Servers on a mix of physical hardware, VM images and 2 Windows 2000 data clusters for 3 environments. Introduced standards and best practices across the estate including OS update management using MBSA and WSUS.Infrastructure Support - Analysed the production infrastructure which highlighted configuration and security issues. Report indicated DNS, NIC binding order and routing inconsistencies between all servers. Implemented controlled changes which resulted in significant performance gains. Disabled unused services, reduced dedicated system accounts privileges, locked down application shares and closed unused firewall ports.Citrix Support – Principle Citrix support engineer. Introduced standards and best practices across the farm. Maximised farm use and infrastructure security by publishing locked down administration and production support team tools which removed the need for direct server access. Reconfigured Citrix printing reducing printing incidents.Configuration, Release and Deployment management – 6 monthly code rolls outs to production via standard development lifecycle.Disaster Recovery – Provided assistance during the consultation and design phase of the contractual DR requirements.Coaching – Provide support, assistance and training to a junior systems analyst.

Member of the WINTEL team supporting the government’s National Health Service ‘Connecting for Health’ contract. The WINTEL team specialised in supporting and maintaining the Citrix Presentation Server 4 estate consisting of 1400+ blade servers and 5 Windows 2003 domains across 3 category A data centres. Due to the high profile and publicity of the contact, company and government standards were strictly enforced which became second nature.Citrix Support – Implement, support and maintain the enterprise Citrix farms. Built 2nd farm to company standards. Publish applications and tools to end users. Maintain and support application printing via UNIX to Citrix to end print device.Windows 2003 Support – Support to 5 Windows 2003 domains, maintain DNS services and clustered terminal servers platform for administration access via SecureID. Maintain user accounts and security groups. Create and maintain clustered application shares.Backup Support – Administer Veritas Storage Foundation for the management of SAN and tape based backups solutionsDisaster Recovery – Integral part of the DR team during planned data centre failover tests. From initial findings, produced the management report which highlighted the risks and made recommendations of working practices to reduce the associated risks. Created, documented and cross trained the WINTEL DR process.NHS Trust Go lives – Prepare the infrastructure pre go live.Documentation – Technical lead involved in gaining ISO 9001:2000 for the NHS contact.Incident and Change Management