Simon Malka

Experience

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  O2 (Telefónica UK)

  Apr 2003 - Feb 2012

  Joined the technical support team for o2’s start-up Broadband service 1 year after its launch, implementing operational improvements that reduced the number of incidents to customer base from 1.5% to 0.4% over 5 months, UK industry-standard being 0.57%. Case closure times were halved, and service levels consistently met. Changes made to the booking of 3rd party engineers generated savings of £443k per year, a reduction of 25%. Our achievements were recognized in the uSwitch Recommended Broadband Provider award 2 years after, followed by their ‘Best Customer Service’ and ‘Best Technical Support’ awards the year I departed.• Identifying opportunities to enhance customer experience, incident management, and service delivery• Defining support procedures for new products and services • Transferring proven fault management structures into the Customer and IT Support front line teams• Led a small team of programmers to deliver improvements to the systems used• Maintaining service levels, prioritizing work for distribution, and managing on/offline resources• Monitoring analyst performance and organising training according to personal or departmental needs• Extracting, collating and analysing business data, interpreting MI and taking appropriate action• Presenting performance results and proposals to senior management• Contributing to business plans• Liaising with many areas of the business to improve working together and the sharing of best practice Show less

  • Operations Development Manager

    Mar 2008 - Feb 2012

  • 2nd Line Technical Support Analyst

    Oct 2007 - Mar 2008

  • 2nd Line Technical Support Advisor

    Apr 2003 - Oct 2007
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  Integrated Technology Group (ITG)

  Feb 2012 - Sept 2014

  Presales & Product Development Manager

  Operating across remote business functions I supported the localization and customization of the flagship K12 Learning Management Platform for a company breaking into the US market, helping set up the US branch and subsidiary, ITG America. Led client-focused product development, managing the relationship between customers, partners, and remote development teams. Responsible for delivering tailored presales demonstrations to clients including the Los Angeles Unified School District with 750k subscribers, Oracle, Prudential, and even Steve Wozniak, co-founder of Apple.• Presales demonstrations for all levels of business and state government• Gathering requirements from customers, partners, 3rd parties and RFP’s• Collaborating with remote development teams to provide product and content enrichment• Competitor and educational industry research• Technical writing, contributing to user guides and proposals• Liaising with the board of directors, production, sales, and marketing teams to define strategies and processes• Drove changes to internal processes and systems improving efficiency, knowledge retention and collaboration Show less

• 

  Contracting - Freelancing

  Oct 2014 - Feb 2019

  Customer Service Manager

  Various industries, from technical, to logistics and wellbeing.

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  Trustmarque (Part of Capita plc)

  Feb 2019 - Apr 2021

  Technical Support Analyst

  Leading the technical support for a project replacing over 3000 laptops with Windows 10 devices, working with 3rd line and suppliers to negotiate new incidents and define 1st line processes.1st and 2nd line remote technical support on:• Microsoft Windows Operating Systems• Microsoft Office 365• Microsoft Active Directory & basic PowerShell• Nexus & SQL Servers along with bespoke software• Networking - TCP/IP, LAN, WAN, VPN• Printer installation and troubleshooting• Point of Sale till and payment systems Show less

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  South Street Asset Management Limited

  Apr 2021 - Apr 2024

  Evaluating current IT effectiveness, optimising processes, vendors, infrastructure, software, and hardware performance, to budget. Managing supplier relationships, proposing changes to the board, and implementing improvements.• Migrated from a Microsoft supplier to MSP, simplifying the management of licences and gaining a wealth of support/knowledge.• Changed VoIP provider generating a 30% saving, with better features and support.• Outsourced the IT function generating over 60% saving, delivering better availability, and aligns with business objectives.• Business data analysis using Excel, and Power Bi with dashboards integrated into Teams channels; for Operations, Sales, IT and Finance. Show less Deployed Intune endpoint management and Defender in line with business objectives, automating much of the user/support experience using dynamic groups, providing remote device and software management with performance and security monitoring. Improved our Defender Security score by 52%, now 32% higher than businesses of similar size. Replaced an outsourced marketing board service licenced at £175 per year per screen, with coded templates our marketing team can update - hosted on Azure, 6 displays that were costing £1,050 now consume £33.60 a year. Effective licence management halved M365 costs, without sacrificing required productivity or security features.• Intune endpoint device, application & conditional access management. Apple Business Manager & Dell Tech Direct• Defender policy management and the resolution of CVE’s • Azure subscription owner, virtual machines, performance & cost optimisation• Windows Server maintenance and OS upgrades, file share deployments, access control• Website changes using HTML, CSS & WordPress, SQL database queries, bash IoT/server device maintenance and development.• Hosting, Domain & DNS management – Azure, Digital Ocean, Cloudflare• Networking, TCP/IP, LAN, WAN & VPN, VoIP phone• EPOS, stock, table, student, and hotel room management systems.• Printers. Office, Conference, gaming and cinema room installations and troubleshooting• Launched and maintained knowledge bases for users and IT.• M365 OneDrive, Teams, SharePoint, and Office Desktop Apps champion Show less

  • IT Manager

    Jul 2023 - Apr 2024

  • IT Systems Manager

    Apr 2021 - Jul 2023
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  Spotlight Sports Group

  Jul 2024 - now

  IT Services Lead