Romford, England, United Kingdom
An experienced and motivated IT professional with extensive experience in, IT infrastructure management & development, managing high performing teams and delivery of managed services accounts. Excellent communication and interpersonal skills with a proven track record in, day to day IT operations, processes improvement, contract renewal and developing strong customer relationships, with the business awareness required to keep costs under control while continuing to drive customer satisfaction through the continuous improvement of services. A confident and organised person, I am continuing to seek new challenges and further my professional development, currently working towards ITIL and CISSP.
• Led technical delivery of PEF & PES contracts across 22 sites (~£8M value) • Operations lead for PEF & PES managed services, 3rd line support, and designed service resilience procedures • Aurthored documentation for ISO 27001, 20000, and CE+ certifications covering incident response and continuity • Managed stakeholder relationships across HMPPS, MoJ, SWG, service providers, and contractors Led
• Led infrastructure assessments and High Level Design document creation ahead of contract go-live • Oversaw delivery and migration of 21 prison education networks in collaboration with MoJ and vendors • Coordinated procurement and rollout of classroom technologies across national estate
Single point of contact for approximately 25 managed services customers with a portfolio value of £1M-£2M. Ensuring service delivery in line with contractual obligations and SLA’s, through the use of efficient team management and by developing strong working relationships with central operations and third parties, as well as with product managers and delivery teams for products from across the company’s connectivity, software and network services portfolios. Key responsibilities: Service Account Management Financial Management Team Management Business Development & Growth Customer Change Management Stakeholder Engagement and Management
Operational owner and customer liaison for approximately six BSF managed services contracts with a total portfolio value of £1.5M. Responsible for ensuring exceptional operational delivery whilst improving efficiency and maximising customer satisfaction by utilising, effective team and resource management, staff performance management, problem management and customer management skills, to ensure that services are delivered in line with contractual obligations and SLA’s. Key responsibilities: Operational Delivery IT Service Management Continuous Improvement Customer Engagement Team Management Resource Management
Senior technical authority for the region, working with the Service Delivery & Operational managers and the Regional Technical Architect. Providing road map & strategic planning, design & implement locally managed changes, carry out installations and provide post installation support for installation & maintenance projects including large project IT solutions such as new build and technology refreshes. Working alongside the central Technical Authority, Project Managers and third-party suppliers to deliver new solutions from the ground up as well as providing onsite & remote delivery of support for IT solutions. Infrastructure: Cisco - Routers, Switches, Firewalls, VoIP & Wireless HP Procurve - Routers & Switches Juniper - Wireless Servers; Microsoft - Windows 2008 R2, 2003, Exchange 2007, 2010, ISA Radius, IIS, SQL Server Software; Symantec Backup Exec & Endpoint protection