UK Based IT Service Delivery Desk Manager

Andros UK, N Somerset Ÿ October 2010 – June 2013

Providers of dairy and desserts products to the retail environment, such as Tesco, Sainsbury’s, Iceland and Morrison’s. Part of the Andros group who supply these products world wide. The site has gone through a major refit with a spend in excess of £50m.

IT Support Services

Onsite contact for the complete support of the IT infrastructure, including fibre backbone, wireless connectivity, switch upgrade and domain migration. Ensuring all voice and data networks are up and running 24/7, which includes email, Anti Virus, backups (backup exec) file and folder shares, Terminal and SQL servers (Win 2003 and 2008), telephony, printers, IBM Blade Centre, AS400 system and Blackberry support (BES). Site contact for problem resolution for internal and external contacts.

• Implemented a helpdesk system for fault reporting that enabled users to report faults through a web front end. This also incorporated an asset tracking system for hardware and software.
• Carried out 1^st, 2^nd and 3rd line support for infrastructure, voice and bespoke applications 24/7.
• Responsible for incident response, problem management, change management, configuration management, availability management and asset management.
• Administration of AD, AS400, Lotus Notes, Lucent Alcatel PBX (Omnipcx) and bespoke software.
• Created an intranet using SharePoint, to enable ease of access to enterprise information and applications.
• Project management.
• Liaising with 3^rd Party Suppliers for upgrades, maintenance and repairs on hardware and software.
• Upgraded out dated software packages to current versions.
• Member of the project team to put the site on to a new fibre backbone, including implementation of cisco switches and routers.
• Created and monitored remote access users.
• Provided assistance in the migration to a new IBM blade system.
• Aiding in the migration to a global domain, liaising with France on the migration.
• Assisted in the deployment of wireless access points in to two large storage areas so bar code readers could input data in to the AS400 system.
• Amended and created site documentation to reflect all the changes.
• Responsible for purchasing hardware and ensured it complied with the global strategy.
  

• Managed an IT department across varying locations, delivering a first class service to all its clients. Ensured there was 1^st, 2^nd and 3^rd line cover 24/7.
• Setting team SLA’s and KPI’s.
• Liaised with other global sites to ensure customer requirements were met.
• Point of contact for clients for fault resolution.
• Ensured remote site was functional.
• Established and maintained 3rd party supplier relationships for business critical services, such as, ISP, mobile communications, telecommunications delivery, maintenance and software.
• Oversaw SLA/OLA’s and guaranteed all services (internal/external) were delivered on time.
• Recruited, hired, and developed a highly qualified team of experts.
• Liaised with clients for project planning and fault resolution.
• Responsible for forecasting annual IT budget.
• Reconciled 3^rd party invoices to actual usage.
• Procurement of hardware and software.
• Implemented a 3 year PC/Laptop replacement program.
• Attended meetings, internally and externally for feedback on the service delivery function.
• Saved ≈£25k by re-tendering contracts and £5k a month by closing down redundant equipment.
• Successfully migrated inbound/outbound call-centre scripting, IVR service and email to a new global platform and ensured the site complied with PCI DSS Certification.

• Ensured the functionality of all Telecoms and System networks.
• Planned and implemented projects adhering to strict guidelines/SLA’s and the day-to-day management of a support team.
• Successfully performed an entire PABX refit and workstation upgrade over a weekend and completed it by the Monday morning deadline.
• Established a new calling floor; managed the installation of structured cabling from the Communications Room, installed new phones, workstations, printers, faxes, etc.

• Delivering 95% of equipment availability at all times.
• Improved the team’s technical knowledge to encompass a wider range of equipment.
• Ensured the team had the correct equipment to carry out their workload.

• Lotus Domino 7 Managing Servers and Users Ÿ September 2011
• Lotus Domino 7 System Administration Ÿ September 2011
• ITIL Foundation Certificate in Service Management Ÿ October 2004
• Avaya. Definity ECS Expert Agent Selection Ÿ August 2002
• Microsoft Approved Course on Supporting MS W2000 Professional and Server Ÿ November 2001
• Microsoft Approved Course on Internetworking TCP/IP on MS NT4 Ÿ May 2001
• Microsoft Approved Course on Exchange Sever 5.5, Design and Implementation Ÿ September 2000

• Network Support (DHCP, DNS, TCPIP)
• Desktop Support (W2k, XP, Vista)
• AD Administration
• Exchange Administration
• 3^rd Party Contract Negotiation
• VPN Access
• PABXSwitch Administration
• Telephony/Telco Support
• Software Licensing/Hardware Purchases
• MS Office Suite Support
• Lotus/Domino Administration
• Server Support (2003 and 2008)