Experience

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  Burgess ice cream

  May 2005 - Nov 2005

  Sales administrator

  I was responsible for the selling of the company products on a day to day basis. My duties included selling to and contacting regular/new customers, as well as providing them with any support and information they may have needed. I dealt with a high volume of calls per day. I provided IT support in the office and trained colleagues to use the invoicing system and PCs in general (Word, Windows XP etc.) I dealt with invoicing the sales and all tasks related to this.

• 

  Mitrefinch ltd

  Mar 2006 - Jul 2006

  It technician

  I was responsible for the day to day I.T support of the infrastructure and approximately 90 PC users, including on-site staff and remote access users – assessing problems and solving them in an acceptable manner, e.g. network issues, printer issues, general hardware/software issues etc. This was a busy and challenging role as I was totally responsible for the support of the users within the company.

• 

  Phoenix software limited

  Sept 2006 - Oct 2015

  Technical analyst/consultant

  I am part of a small team that not only implements, manages and troubleshoots the infrastructure (both servers and clients/users), but are also responsible for external customers who have support contracts with SLAs attached. I support nearly 150 onsite and off-site users and our server infrastructure is incredibly large due to the dynamic and extensive nature of our services. As a major part of my internal role, I plan, implement, configure and administer various VMware products - vSphere, Horizon View, VCOPs/vRealize, Airwatch and so on, as well as full usage of the Microsoft family of products (Exchange, Windows Server, Ad, Group policy etc), the Sophos stack and many more. Successful projects I have headed include file server migrations, DFSR implementation, Server upgrades and migrations, WSUS deployment, WDS implementation, rolling out various Security products (Server side, appliances and Endpoints), 2 factor authentication, Enterprise Mobility Management (EMM/MDM), laptop encryption, remote support software, Siemens HiPath VOIP system upgrades, replacement of all printers for a managed print service and many more; my experience and skills are quite extensive and have encompassed a huge variety of Infrastructure solutions. For the External part of my role, I provided 3rd Line support for Support Contract customers, for a great many different products and hardware configurations – assisting remotely or visiting on site. I would have to perform health checks, provide on-going maintenance, investigate any issues and solve such issues appropriately, in line with the SLA. My role also expanded into a hybrid of 3rd Line support, Consultancy and became more focused towards me being responsible for infrastructure projects. I have dealt with SMB and large enterprise, multi site organisations and have had to quickly become familiar with their infrastructures to resolve any issues that their in-house IT departments could not resolve. Show less

• 

  Innov8 - a block company

  Oct 2015 - Mar 2018

  Lead consultant

  Senior Consultancy resource and Technical Lead, jointly responsible for the design, delivery and management of the Mobile Medical Workspace offering and related infrastructure, which comprises of a mixed product stack that is focused on EUC within healthcare. I eventually took on the Architect and Practice Lead role within the business before the company merged with Block. As part of my role, I built up a Vmware vSphere environment and then designed and implemented an Active Directory Domain (Server 2012 R2), comprising of all the major services/functionality necessary for an Enterprise level infrastructure build. (DNS, DHCP, Certificate services, Group Policy, WSUS, SQL etc) and built upon this with Horizon View, then as part of a small team, we continued with the rest of the infrastructure necessary to serve a large scale deployment, further comprising of backup software, user profile management and customisation, application delivery and so on, using various products from the VMware stack, Appsense and more. This project resulted in a robust, highly available, Enterprise level infrastructure that spans 2 Datacentres, utilising Cloud Pod architecture to serve EUC needs. I also have good relationships with many of the clinical application vendors, as we have jointly developed solutions for enabling software that is historically based on physical PCs, to work correctly and successfully within a VDI environment.Within my role I also engage with various stakeholder clients and in turn, end users, to gain a definitive understanding of their workflow, for building a clear Use Case to meet their needs.When Technical Lead on site, I also have the responsibility of further client engagement, as well as scheduling the necessary staff resources for implementation and management of a project. Show less

• 

  Block solutions

  Sept 2017 - Mar 2018

  Principal consultant

  As Innov8 merged with Block, my job role has continued; the focus being on VDI solutions within the Primary Care space for the NHS. I am more closely involved in various Pre-Sales engagements and provided significant input towards the developing architecture for the Infrastructure/EUC Solutions provisioned for customers, as well as being solely responsible for the solution architecture of previous Innov8 projects, of which my design and experience formed the basis for Block to provide Primary Care Cloud solutions. As an ongoing project, I evaluate and test many 3rd party Vendor software and hardware solutions, that are used within Primary/Acute care.Within my team, we are also further developing the use of Clinical applications for VDI, with respect to our own in-house development and Vendor assistance as necessary.We currently have solutions for SystmOne, EMIS Web, Docman, Vision (INPS) and many other Primary Care related applications that are not traditionally functional within virtualised environments and/or modern application delivery methods. Show less

• 

  Lakeside software

  Mar 2018 - now

  I have continued responsibility for designing and implementing processes and strategies that drive customer engagement, with a primary focus on direct interaction to ensure that their business requirements are met. My role involves defining strategic roadmaps based on solution-oriented workstreams, tailored to help customers achieve their goals. I work with our customers globally from various channels and verticals, including Government, Public sector, Banking and Financial/Fintech.I actively engage in the pre-sales process to ensure that prospects have a clear understanding of the services offered by the Customer Strategy team. I provide crucial support in responding to RFPs/RFIs, guiding prospects through our offerings and capabilities to ensure alignment with their needs.I collaborate closely with Product Management to ensure that new features and developments are aligned with customer needs, drawing on insights from my direct interactions. Additionally, I work alongside the Marketing team to support events, develop new customer-facing marketing initiatives, and facilitate collaboration and innovation with customers, driving new ventures and growth opportunities. Show less I lead the EMEA and UK Customer Success Technical Teams comprising of customer facing Technical Engineers and Delivery Architects and provide support for all aspects of the business that require the skills and experience of myself and my team. Responsible for customer focused strategy globally to ensure value based delivery of Systrack and developed the initiatives to support the success of the customer.Liaise with Product Management by way of inclusion and collaboration with an Executive Insights board and Documentation Council.Heavily involved with the DEI (Diversity, Equity and Inclusion) strategy for the business. Show less I am an experienced, senior resource providing focused post sales training and enablement for Lakeside Systrack customers, responsible for technical architecture design and implementation, through to business use case based adoption of the product. Utilising my real world industry experience, I provide SME advice as a Trusted advisor, on platforms such as VMware, Citrix, Microsoft et al, to enable customers to monitor, analyse, maintain and perform investigations into their Digital Workplace as part of an ad hoc, BAU, or project alignment process. This also helps with the goals of reducing the costs of those services and improving the user experience. I am also available to apply my technical expertise to assist with a multitude of issues that fall out of the remit of Systrack.My customer base that I interact with on a regular basis spans all verticals, including large public sector organisations, private financial institutions, NHS and so on. My largest customer is around 100k seats and I have proven significant value and impact of Systrack with them. I have long term partnerships with the majority of my customers and it is my responsibility to ensure they see the value from using Systrack in all areas and help them to see the benefit in expanding their use of the data collected.Internally I also provide mentoring and training of new members of the team, contribute on the whole where I can and create use case and process documentation to be shared as required. I am also generally the escalation point if a customer requires experience outside Systrack to assist with in-depth technical issues. Show less

  • Director of Customer Engagement

    Jul 2024 - now

  • Director - Customer Strategy and Innovation

    Jan 2023 - Jul 2024

  • Global SI and UK Team Lead - Customer Success Engineers

    Apr 2021 - Mar 2023

  • Technical Relationship Manager

    Mar 2018 - Apr 2021