Scott Anthony Butler

Experience

• 

  Apex IT (Apex Information Technology Ltd.)

  May 2006 - Dec 2006

  IT Trainee

  My introduction to Apex IT was via the work experience initiative whilst attending West Hill School. My role involved building computer systems, attending call outs with engineers, repairing systems, upgrading systems, setting up networks and basic cabling. I also did some work within administration which involved franking post, filing invoices, sending invoices, answering telephone calls, transferring telephone calls, looking up customers on an electronic database and sending emails/faxes. As well as administration I did some brief work in marketing/sales which involved sending out “mail shots” to companies to advertise the business. Show less

• 

  FROZEN VALUE LIMITED

  Nov 2006 - Aug 2013

  I was quickly promoted from a store assistant and cashier up to the duty manager role. Being promoted to this role increased my amount of responsibility therefore I was trained in specific practices I carried out as part of the role. I was also a temporary full time store manager, covering whilst a manager was unavailable within my base store from September 2012 – February 2013. I started working with the company as a weekend store assistant and cashier, however, I then began to commit to extra days and hours where I could around my studies. The role involved working within a team of other colleagues and dealing with the public.

  • Duty Manager

    Mar 2009 - Aug 2013

  • Store Assistant

    Nov 2006 - Mar 2009
• 

  Pets at Home

  Aug 2013 - Jan 2020

  • Promoted to a senior position of a newly formed IT Operations Team including line management of six analysts between two locations.• Line management tasks including 1-2-1s, performance reviews, team meetings, leave/TOIL, workload delegation and project resourcing.• Working between two office sites based in Manchester and Swindon, visits to the Swindon sister office at least fortnightly for 2-3 days.• Focusing on operational efficiencies and process improvements, spending less time “doing” and looking at the bigger picture/vision.• Involvement in supplier and partnership meetings around new and existing services including renewals/tendering.• Attending and presenting at sub-committee meetings including executive audiences with stakeholders both internal and external.• Member of an on-call rota providing out of hours coverage and support including liaising with external teams based in Guernsey, Australia, and USA. Show less • Gatekeeper, stakeholder, and primary contact for a division of the business with an estate of over 460 sites.• Keeping the “lights on” and ensuring service and system availability with minimal downtime or outages.• Utilising event management tools, reports and dashboards including Nagios, Zabbix, SolarWinds, Meraki, Grafana and SQL Replication Monitor.• Sponsorship and ownership of requested changes to systems and services, also a member of the business Change Advisory Board approving, challenging, or denying where appropriate using risk management skills.• Attendance at regular development pipeline meetings, working groups and a member of the business development board prioritising requests and work streams to meet business requirements/initiatives.• Liaising with third parties and suppliers whether it be escalations, major incidents, or service reviews.• Problem Management and tracking to improve stability and mitigate disruption.• Continuing to support various teams within the department including 1st Line / 2nd Line / Infrastructure / Projects / Architecture providing 3rd Line level and specialist support. Show less • Lead technical engineer involving leading four engineers to migrate and standardise 410 sites throughout the UK, moving them from a legacy configuration involving a software/data migration (SQL) and retiring/installing hardware.• The above project also included removing 171 standalone domains and bringing them into a centrally managed domain solution – creating centrally managed group policies and configurations across all locations.• A key stakeholder and decision maker in the technical solution, architecture and hardware used for the project and building the technical solution with support of other colleagues and suppliers.• Ensuring colleagues were motivated and understood the goals and standards required, including training, recruitment, and regular reviews.• Owning and resolving any escalations that occurred from each site visit both pre- and post-migration.• Responsible for a server farm of over 600 servers both physical and virtual, supporting the build / image / installation of servers / switching / LAN / WAN.• Liaising with third party suppliers and partners, maintaining relationships to achieve best value and meet best interests for the business.• Performing changes to the estate and network adhering to strict business change control polices.• Switch configuration and support including layer 2 / 3 / trunking / IP interfaces and routing.• Virtualisation support utilising Hyper-V.• SonicWALL firewall configuration including site to site VPNs.• Checkpoint firewall configuration including site to site VPNs.• Symantec Endpoint Protection administration.• Redstor / Attix 5 Pro cloud backup management.• Active Directory / Group Policy / FTP. Show less • Granted security access to the on-premises business data centre and communications rooms to complete network patching and complete backup tape swaps.• Spending less time taking calls but more time investigating root cause analysis where repeated incidents or patterns were discovered, finding interim workarounds/solutions along with working toward final resolutions.• Completing daily checks and monitoring of core systems and services – highlighting to the appropriate contacts and management (if required) when results fell out of acceptable bounds.• Trained in the use of HEAT / Ivanti Service Management systems for recording and tracking incidents and requests along with building problem records following root cause analysis and adding documentation to a knowledge base to support 1st Line colleagues and End Users within the business.• Attending conference calls and meetings with third parties and suppliers when necessary to collaborate in finding and understanding fixes/resolutions. Show less • First point of contact for systems support for an estate of 800 sites, 4 offices and 2 distribution centres.• Aiming to achieve a first time fix outcome for every call taken.• Ensuring all calls received were logged, assigned, and updated accordingly meeting business targets, SLAs and avoiding breaches – following the business escalation process as and when required.• Trained in the use of Touchpaper / ITSM Service Management systems for recording and tracking incidents and requests.• Logging calls with third parties and suppliers as and when appropriate and completing chase up calls. Show less

  • Senior Operational Performance Analyst

    Aug 2019 - Jan 2020

  • Operational Performance Analyst/Systems Support Specialist (Vet Group SME)

    Apr 2017 - Aug 2019

  • Infrastructure Technician & Engineer

    Mar 2015 - Apr 2017

  • 2nd Line Systems Helpdesk Analyst

    Feb 2014 - Mar 2015

  • 1st Line Systems Helpdesk Analyst

    Aug 2013 - Feb 2014
• 

  DWP Digital

  Feb 2020 - now

  • Quickly promoted to a senior position within the 24/7 User Experience Command and Control Centre (UXCC) team including line management of seven analysts between two locations.• Single point of contact when on shift for notifications or escalations regarding service impacting issues including having a holistic view of live service throughout the shift.• Responsible and accountable for all UXCC tasks being completed successfully during a shift including resource management and task assignments.• Attendee at daily stand ups on weekday day shifts including Operational Technical Service Managers, End to End Service Managers and Live Service Managers discussing any concerns from the overnight shift, issues from the previous day and awareness’s for the day ahead.• Championing collaboration with wider digital teams, primarily Networks acting as a dedicated contact for UXCC including monthly attendance at collaboration meetings and Network Operations Centre planning meetings.• Ensuring a shift presence and attendance at necessary service management meetings including Change Advisory Boards, Pre/Post Implementation Reviews, Root Cause Analysis, Problem Management and Service Reviews.• Acting and covering as a Live Service Manager both out of hours and at weekends involving decision making on when to escalate matters to Service Owners and Senior Stakeholders (if necessary).• Ensuring a thorough handover occurs during shift change over to the next shift on duty liaising with the lead and/or deputy, written and/or verbal (as necessary). Show less • Moved on to a new opportunity and challenge within the public sector becoming part of the 24/7 User Experience Command and Control Centre (UXCC) team at the Department for Work and Pensions (DWP).• Shift working including 12-hour shift pattern both days and nights (7-7) on a repeating shift rota providing round the clock eyes/ears on the departments services/systems, being pro-active when dealing with any potential issues identified including completion of early morning status checks, report, and SMS.• Providing first line Infrastructure/Application Support ensuring all activity is logged within ServiceNow Service Management system.• P1/P2/MI Incident Management including presence on bridge calls, issuing communications, and supporting the Help Desk and user community.• Actioning service requests, change impacts and problem tasks assigned to UXCC, liaising with both end-users and wider teams providing a 1st class service.• Utilising event management tools, reports and dashboards including BMC TrueSight, Entuity, Dynatrace, Prometheus, Azure, Pingdom, WCC/AutoSys, Splunk and VeloCloud.• UXCC Champion for SD WAN including project support, event configuration, process/documentation creation, pilot/go-live, knowledge transfer and training.• Working closely with Service Owners, SMEs, and Application Support to ensure correct monitoring/thresholds are in place and continually improve.• Escalate service impacting issues both in and out of hours with necessary Support Teams, Technical Service Managers and Duty Managers when appropriate.• Supporting UXCC Shift Leaders as a “deputy” via ad-hoc request in their absence to ensure all daily/nightly shift tasks are completed and accounted for. Show less

  • Senior Technical Operations Manager (HCS)

    Nov 2023 - now

  • Senior Operations Analyst (UXCC Shift Lead)

    Mar 2021 - Nov 2023

  • Operations Analyst/IT Operations Controller

    Feb 2020 - Mar 2021