Working exclusively with the FollowMe print management software from Ringdale, I work alongside the sales team to develop solutions that match the specific technical requirements of the end customer direct with them or our partners. Achievements ;Developed and expanded my knowledge of Windows printing systems in order to understand the FollowMe software product. Adapted to working in a direct customer-facing environment including customer presentations and training. Duties and responsibilities ;Getting involved in the sales process on a technical level. Meeting with prospects/customers to determine their requirements. Specifying the correct software/infrastructure design to suit their needs and writing technical planning documents. Working with channel partners or directly with customers to install and test the FollowMe printing solution. Provide initial post-install support before handing over to ongoing support team. Conducting user support training for partners.

Kcom are a leading information and communications service provider offering managed services, network services, internet networks, hosted and data centre solutions with over 1900 staff across 9 locations. Working in the hosting support team we looked after 300 customers mostly SME & Mid-Market. Focusing on business customer support I concentrated on enhancing my existing skills and exposing myself to new technologies. Achievements; Building on networking knowledge through exposure to Fortinet firewalls and JetNexus load balancers. Working with VMware virtualisation technologies in a data centre environment. Adapting to working in an ITIL process-led work environment (e.g. change control). Duties and responsibilities; Taking customer support queries by phone, email or via web portal. Prioritising of support queries depending on service-affecting severity. Working through support queries through to resolution. Dealing, if necessary, with other internal and external resources. Proactively monitoring of customer systems and services to keep service uptime levels at the highest possible levels. Working with customers on planning and managing new projects/implementations. Testing disaster recovery scenarios in conjunction with customer’s own requirements.

Kaim Todner are one of the largest criminal defence solicitor firms in the UK with a staff of 75 across three London sites comprising solicitors, barristers, admin staff and senior management.Picking up from a third party IT support function I took over day to day running of all IT and telecoms.Achievements• I instigated a full audit of all IT and telecoms in the company including hardware, software, support contracts and licensing. By removing excess services and software maintenance and taking control of all IT purchasing I saved the company approximately £21k per annum.• Introduced an IT helpdesk system which keeps track of my current workload and provides users and management with visibility of the progress of issues and requests.• Created a three-year IT road map in order to focus the business on moving the IT function forward within the company.• Oversaw update of internet connections from ADSL to Fibre at each office.• Introduced VMware into the IT environment and moved existing servers on to that platform.• Migrated from Server 2003 to Server 2008 and Office XP (2001) to Office 2010.• Introduced a new company Intranet (MS SharePoint 2010 and then later 2013).• Installed new Anti-Virus (AV), web monitoring/filtering and security systems.• Created new backup procedures which led to a new IT Disaster Recovery (DR) plan.• Reviewed fixed telecom lines, mobile contracts and moved suppliers which saved the company around £17k PA.Duties and responsibilities• Reporting directly to the Managing Director, I have sole responsibility for all IT and telephony systems across the business.• Responsible for 15 servers (MS Server 2003/2008 - virtualised), VMware Vsphere with two hosts and Dell PowerVault SAN, 55 BlackBerrys/mobile phones, 75 PCs and 14 printers.• Management of external IT support and suppliers.• Responsible for administration of company website and social media presence. • Ensure all systems are secure, protected and control user access.

Achievements• By removing excess and taking control of all IT and consumable purchasing I saved the company approximately £15k per annum.• Introduced the company’s first web-based ordering facilit and then its replacement. This became a unique selling point for the company used to gain new business.• Introduced an updated Customer Relationship Management (CRM) system into the business.• Created an internal intranet, customer web portal and enterprise content manager (ECM).• Introduced an IT helpdesk.Duties and responsibilities• 1st/2nd line support across two sites, 75 users, 55 PCs, 5 servers (including MS Exchange and MS SQL) and 15 networked printers.• Maintenance and upkeep of all IT and telecom systems including network management, backup.• Responsible for the maintenance of and taking an active role in the development of the company websites.• Administered Check Point enterprise-level firewall with Virtual Private Networking (VPN).• Project managing new developments and implementations.• Ensured all systems were secure, protected and controlled user access.• Responsible for setting up onsite and offsite facilities when staging customer presentations.• Internal and external training.• Database management and report writing on IBM iSeries/As400 DB2 and MS SQL

Having joined Wensum as a temporary staff member, I was offered a permanent role and was fast-tracked to the role of Account Manager, where I ultimately took responsibility for a number of clients supervising a small team of Account Administrators; I reported directly to the Customer Service Director.My client base included Specsavers, Britannia Building Society, Unipart, P&O Ferries, Coventry Building Society, The Co-op and Dignity Funeral Services totalling over £2 million sales per year for the business. My duties and responsibilities included client briefings, relationship creation, forecasting, account development, troubleshooting, budget creation and control, distribution, co-ordinating account administrators and total commitment to quality and service for each customer. I had to ensure that accurate records were maintained and that all deadlines were met to the customer’s satisfaction. Working very closely with senior management, the ability to communicate at any level and act promptly on any request was paramount, as was a keen understanding of total quality management in line with the company’s ISO 9001:2000 accreditation.