Neil Harper

Experience

• 

  Spitfire Network Services Ltd

  Nov 2014 - Jun 2018

  • Continuing to assist the Support Desk by carrying out additional roles: Duty Manager, Special Investigations Officer, Monitoring, and performing Weekly Statistics.• Acting as a senior member of the Support Desk assisting Support Technicians and dealing with more complex faults.• Mentoring all new members of the Support Desk.• Configuring Cisco routers for new provisions. • Acting as a senior member of the Support Desk assisting Support Technicians and dealing with more complex faults.• Acting as Monitor – internal role in which Support Cases are distributed amongst the desk and performing internal quality assessments and reports to ensure cases progress in line with Service Level Agreements.• Compiling and completing weekly statistics for all members of the Support Desk. • Deliver high levels of customer service and technical assistance in regards to various networking issues pertaining to both broadband connections and phone systems.• Work as an Investigative Officer compiling reports and dealing with customer complaints.• Working as Duty Manager acting as the single point of contact for Spitfire Network Services Ltd. outside of office hours.

  • Senior Support Engineer

    Jan 2018 - Jun 2018

  • Senior Support Technician

    Nov 2016 - Jan 2018

  • Support Technician

    Nov 2014 - Nov 2016
• 

  CAE Technology Services

  Jun 2018 - Jun 2021

  • Ensuring that departmental and vendor related targets are being achieved. • Acting as direct line manager for 25 NOC engineers located throughout the UK, India, Singapore, and customer sites. • Developing senior task forces to drive improvement initiatives that ultimately focus on ROI (Automation, Lab developments & Training Programs, Tool set assessments) • Acting as MIM for P1 incidents within the senior technical team. • Acting as transition manager for onboarding new managed service customers. Most notably a UK based airport. • Forming part of the Strategic Steering Team to make strategic decisions on emerging technologies to guide product and service offerings. • Assisting the Senior Technical team by owning and managing own ticket queue as required. • Roles and responsibilities as per the below. Show less • Acting as the direct line manager for the NOC 1st line team. Including core business and 24/7 teams. • Measuring, monitoring, and tracking performance to ensure KPIs and SLAs are adhered to and met. • Creating, implementing, and streamlining processes to improve individual and team performance. • Design and implementation of team wide policies and production of documentation which have been used in audits for SDI, Cisco Gold, ISO9001, ISO27001. • Take the role of MIM (Major Incident Manager) for priority 1 incidents and assist with the completion of PIRs (post incident reviews) following such incidents. • Acting as the out of hours escalation point of contact to assist with managerial and technical escalations. Show less

  • NOC 2nd & 3rd Line Team Leader

    Jul 2019 - Jun 2021

  • NOC 1st Line Team

    Jun 2018 - Jul 2019
• 

  Wanstor

  Jun 2021 - now

  NOC Service Desk Manager

  • Ownership for the level and delivery of service from the entire NOC & Infrastructure teams.• All aspects of line and departmental management including 1-2-1s, personal development reviews, personal progression plans, performance management, recruiting etc.• Involvement & engagement with the project management team to coordinate, prioritise, and streamline project delivery and processes.• Refinement & review of technical service offerings and toolsets used.• Lead problem management and automation initiatives to drive efficiencies and reduce OpEx (operational expenditure).• Management and input towards departmental budget. Show less