Responsible for the day-to-day operation of the organization’s computer systems and network, ensuring office hours operation of systems and when problems arise, effecting quick and permanent solutions.Assisting a IT Director with relationship management and service escalations.Interpreting the diverse needs of our customers and working with various business partners to provide tailored solutions. Ensuring all customer information is accurate, up-to-date and easily accessible. Building relationships with key stakeholders across the business. Identifying opportunities to improve our products and processes and service to customers.Direct and coordinate a team of tech support specialists/help desk techniciansPrioritize IT-related problems as they come into Help Desk and escalate when necessaryAssign problems/tasks to tech support specialistsRegularly analyze and review logs to determine if problems are imminent and develop solutions before they occur.Analyze situations and determine resources needed to solve them.Make decisions quickly, often with limited information.Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions.Ensure ongoing training for tech support staff; advise tech support staff on career planning; maintain and analyze training records.

The description below is a general introduction of my skill set in relation to all related projects, technological interest and what can be achieved in my capacity to internal and external contracts.Expect the utmost professional attitude and due diligence in whatever I do. meeting with clients to determine requirements;working with clients to define the scope of a project;planning time scales and the resources needed;clarifying a client's system specifications, understanding their work practices and the nature of their business;travelling to customer sites;liaising with staff at all levels of a client organisation;defining software, hardware and network requirements;analysing IT requirements within companies and giving independent and objective advice on the use of IT;developing agreed solutions and implementing new systems;presenting solutions in written or oral reports;helping clients with change-management activities;purchasing systems where appropriate;designing, testing, installing and monitoring new systems;preparing documentation and presenting progress reports to customers;organising training for users and other consultants;being involved in sales and support, and where appropriate, maintaining contact with client organisations;identifying potential clients and building and maintaining contacts.

Define and document processes and best practices. Ensure they are communicated and followed. Monitor IT infrastructure and services. Detect and proactively address issues to ensure 100% operational uptime. Drive operational efficiency through automation and adoption of new technologies. Work with Development and Quality organizations to define the vision for providing a world class data center. Manage all corporate level IT functions including telephony, networking and Maintains staff by recruiting, training and developing employees. Monitor and report operational status and measure against service level objectives. Manage and track workload and requests. Balance the resolution of urgent incidents with progress on longer term projects. Specify standards for selecting equipment and services. Negotiate with vendors and obtain optimal terms.

○ IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware ○ Design, implementation, and support services for Microsoft related technologies: Windows Server (2003. 2008, 2012), Exchange (2003, 2007, and 2010), SQL, SharePoint, etc. ○ Engineer and implement system solutions for customers using technologies that meet their needs ○ Implement and support disaster recovery solutions ○ Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security ○ Remote access solution implementation and support: VPN, Terminal Services, and Citrix ○ System documentation and consulting services to include system reviews and recommendations ○ Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Systems Analysis and consultancy to various clients. http://www.evaktechnologies.com

Responsible for service, customer relations and change management, business transformation, IT transition, IT strategies, technology roadmaps, post-merger integration, software development, solution architecture, project delivery, IT upgrades and systems migration, delivering added business value through the adoption of new technology.Specialties:IT Leadership and ManagementIT Strategy, Definition, Implementation & ExecutionIT Best Practice Methods & FrameworksIT Lifecycle ManagementIT Due-Diligence, Post-Acquisition IT IntegrationBusiness Architecture, Infrastructure & ApplicationsQuality Management and Quality StandardsTechnology Evaluation, Review and Selection3rd Parties, Stakeholders, Vendors & SuppliersDR and BC,Virtualisation methodologiesOpen Source software advocateWindows, Linux and MAC environmentsKnowledge of Security, VPN's, Networking and WAN infrstructure;Management of multiple Zimbra Collaborative Suite installations.Management of geographical disperse teams to cover 24*7 support hours;

IT Operations Manager of SME within finance industry with responsibility for Resources, Hardware (servers, desktops), Communications (mobiles, ISDN, ADSL, Leased lines), Software, 3rd party suppliers contract negotiation, reviews and setting of SLA's. Staff management, leadership of the IT department, Business contributor and motivator by example.

Responsible for the management of a team of skilled support staff, operating remotely from the customer base and within a sophisticated and complex technical environment.The role includes, but is not limited to, the supervision of a remote support team, all reactive elements of day to day service management, including escalation, problem management and workload management. I joined the service at the final stages of project implementation, in collaboration with managers, helped in devising new strategies for the operators and working processes. Serve as second line support to the shift team in all software, video and PC related enquiries within the local network. Maintain local LAN, and its assets in optimum condition, by ensuring all monitoring tools are running and ensuring the team is checking them accordingly. Duties include: Service Management Service reporting;Trend analysis; Problem management, including call tracking, problem ownership, escalation for the team; Change management, working within the defined confines of the change management and control process; Manage customer expectation of operational issues via agreed contacts in business areas; Monitor customer satisfaction and manage any issues and trends to conclusion; Manage the relation between third party and customer; Ongoing service improvement: recommending and implementing changes for increasing the efficiency of the team, in line with the constraints described within the current incident and Problem management procedures; Input to the maintenance of procedures; Process training for staff; Provide Trend analysis to improve the service and recommend changes;

Project for the provision of VPN access to all BBC Users who required this level of access to work. This was a high profile project due to the range of support platforms for access, from 3G cards to internet hotspots managed by 3rd party suppliers. My role was of a coordinator and team leader for the service desk that was the 1st point of call for information and incident logging. Supervise and manage all human resources within service desk involved in project Writing Process and Procedure documents Manage customer relations within our remit Training Service Desk Analysts within all regions on new procedures and software Organize Awareness workshops for all regional helpdesks

Responsible for the supervision of support analysts, monitoring call queues and dealing with any escalations or complaints which arose. Overseeing the development of team members including regular 1:1 feedback sessions, team meetings and identification of training needs Ensuring sufficient resources were available on the Service Desk at all times Team leading the Service Desk Team, ensuring high levels of motivation and customer service Identifying opportunities to improve performance of my team and amending processes accordingly Service Level Management Providing excellent customer service Providing monthly information cascade to team members Manage the resolution of calls outside the service target First point of contact for escalation of calls On call duty manager Lead the Team in ITIL Best Practice methodology Ensure all staff have an appraisal and training development plan by including these as an objectives for Analysts Visit customers to enhance customer relation and encourage customers to visit the Service desk Identify shortfalls in services and implement a service improvement plan Attend customer review meetings to identify customer feedback and requirement Collaborate with other areas to improve service to the customer and promote the ITIL process. Ensure my direct reports understands their roles and responsibility by regular 1 to 1s and sharing department and company strategy. Set objectives that help the team to excel. Planned resource according to the needs of the business and service delivery Produced monthly reports for senior management. Ensure training for individuals has a relevant business case and training is allocated to ensure fairness in the work place Recognize and reward individuals for their achievements Ensure the all understand and follow the ITIL process Provide formal reports for management to in relation to specific instances that require attention.

First line of contact for technical problems / queries Resolving technical problems over the phone or using proxy To act as the BBC Technology central point of communication for the ring fenced team customers: BBC Resources, Board of Governors, Disabled users group, Interactive and Factual and Learning Managing all Major Incidents to the point of resolution Reporting any potential problems to the Problem Management team Providing training programmes for departments on relevant new Technology Keeping up to date with technology and business activities across the BBC Passing calls I was unable to resolve to the correct team and monitoring their progress Supporting remote user access Processing email requests for customers Covering for the 2nd line team in their absence