Aaron Biddle

Experience

• 

  IBM

  Aug 2018 - Apr 2021

  Responsible for the delivery of multiple Live Services of National Critical Infrastructure for Public Sector Clients. Duties included the management of multiple Operations Analysts key to providing technical support services for large and complex IT systems.Roles and Responsibilities:• Managing, triaging and assigning of high priority incidents in and out of hours; liaising with clients, IBM teams and multiple third parties on a daily basis.• Initial point of contact and escalation route for both internal SSD and client related queries. Fundamental support for the maintenance of customer relationships and exceedance of expectations across the board.• Accountable for achieving 200+ SLAs alongside owning the responsibility of service reporting for multiple government clients.• Dynamic and adaptable towards various circumstances in addition to emotional intelligence through team leadership.• Responsible for the creation of 30+ Knowledge Articles used by multiple teams to aid understanding and development.• Oversight of our Duty Technician Team within the workplace on a daily basis.Key highlights include:• Considered a Subject Matter Expert [SME] in multiple business areas such as Software Asset and Configuration Management [SACM].• Solely responsible for achieving business continuity during the coronavirus pandemic through the creation of remote phone services that saw an un-manned office overnight for the first time since project go-live some 8+ years ago. Recognition and Awards received by IBM Public Sector Leads as a result of this risk mitigation.• Essential oversight of 9+ Public Sector projects with a total accumulative revenue of $51.5M in 2020.• Cost Recovery Investigation through in-depth analysis that saw the mitigation of wrongly identified chargebacks in excess of $180k.• Key contributor in the progression of contract signings to a value of over $5.7M for multiple clients. Show less My role within this government industry consisted of working with the Application Support Team and proactively assisting them in producing reports, running extracts and facilitating ad-hoc requests for the provision of Support Services within the ESR.Roles and Responsibilities:• Managing / resolving support requests logged by NHS users on ESR.• Owning and resolving problems independently, managing customers' expectations in accordance to SLA's.• Minimizing escalations and providing workaround issues.Monitoring ICD queues to ensure regular updates have been provided.• Advising and directing customers on the use of the ESR solution and producing management reports. Show less

  • Application Support Manager

    Jul 2019 - Apr 2021

  • Intern

    Aug 2018 - Jul 2019
• 

  Leidos

  Jan 2023 - now

  Continued development within Leidos as a Systems Engineer & Technical Lead to support the growth of services withinNational Security and Defense. Handpicked by the Senior Leadership Team for Workstream Management of changes of complex scope and importance.Roles and Responsibilities:• Systems Engineer, Technical Lead and Project Manager currently responsible for the migration of critical nationalinfrastructure systems from an existing client building to a new, bespoke, and secure client location.• Responsible for the technical refresh and virtualisation of desktops within the client estate using VxRail & VMWare.• Stakeholder responsibility for the design, creation, and implementation of new infrastructure solutions to support both current (on-prem) architecture and transition into the cloud.• Accountable for the planning and forecasting of the project budget, milestones, deliverables & technical documentation.• Conducting Interviews alongside Chief Engineers for various open seats within the programme.Key highlights include:• Change Authorisation Note signings by the client in excess of £2.5m to date.• Specially selected by Chief Engineers to undertake the added responsibility of Project Manager to progress complexchanges with tight deadlines, a key focal point for the programme owing to my skillset and experience.• Mentor for a number of new Architects and Systems Engineers joining the business. Show less My role within Leidos Innovations UK Limited consisted in the delivery of Live Services responsible for a Critical Element of UK National Security and Public Safety Infrastructure. As an Application Support Manager, I played a fundamental role in the development, transformation, and implementation of services for Lead Government Departments.Roles and Responsibilities:• Point of contact and primary escalation route for Senior Civil Servants. Responsible for key business stakeholderengagement 24/7/365 (on-call).• Strong experience with the maintenance of hardware in secure datacenters, working with Certified Engineers for theswap out of faulty equipment & technical resolution of switches, servers, and storage devices on a regular basis.• Oversight of live service operation and the management of Critical National Infrastructure.• Responsible for the successful delivery of 150+ Service Level Agreements [SLAs] on a monthly basis, alongside bothhigh and low-level contractual amendments for the business.• SME knowledge for all project related queries – transferable skillset to aid both Service & Infrastructure Teams.Key highlights include:• Recognition from Client Programme Directors for the successful identification and mitigation of multiple potentialcalamitous events out of hours.• Responsible for the completion of key milestones several months in advance of their estimated completion date;resulting in successful payments of over $1.1M to the business.• Active delivery of a £300M contract including a full infrastructure transformation for Public Sector Clients.• Identification of cost saving opportunities in excess of £500k across the programme.• Billable utilisation percentages in excess of 140%. Show less Within Leidos, I also undertook the responsibility of both Change Management and Systems Engineering roles to further advance my knowledge and skillset across multiple business aspects.Roles and Responsibilities:• Key resource in the progression of releases, completion of Operational Acceptance Testing (OAT) and systemupgrades as part of ongoing Cloud Transformation.• Oversight of Impact Assessments and Risk Reviews for the purposes of new changes requested by clients.• Commercial and Financial experience gained – responsibilities owned for the creation of Purchase Orders (PO), and Basis of Estimates (BoE) through to Invoicing etc.• Creation, development, and execution of Contractual Agreements under both Time and Materials (T&M) and FixedPrice (FP).Since 2021, I have also been responsible for the Line Management of a number of employees within the wider business – completing regular reviews & appraisals, the approval of timesheets and annual leave requests, providing business cases for promotions, awarding merit increases based on performance and interviewing external candidates for new roles both within the programme and beyond. Through my strong people management skills, I am able to communicate with all personalities and diffuse escalated situations should they arise. Show less

  • Technical Project Manager & Systems Engineer

    Aug 2023 - now

  • Application Support Manager

    Apr 2021 - Oct 2023

  • Change Management & Systems Engineering

    Jan 2023 - Jul 2023