Experience

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  Intechnology plc

  Mar 2008 - May 2014

  2nd Line Technical Support Shift LeaderI manage and motivate a shift of 2nd line technical support engineers of varying skill sets over a rotating shift pattern consisting of 12 hour shifts. We provide 24/7 assistance and technical support to business grade end users. Many areas supported such as Networking, Servers, VoIP Telephony and Call Centre software, Unified Communications

  • Technical Support - Duty Shift Leader

    Feb 2010 - May 2014

  • Technical Support Engineer

    Mar 2008 - Feb 2010
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  Redcentric

  May 2014 - now

  Promoted into this position with the main objective of transforming the NOC and prepare for upcoming company expansions. I rebuilt a highly skilled Technical Support Team within the UK HQ in Harrogate, while building strong links with offshore resource, creating one unified multi-disciplined Technical Team providing a 24/7 service in both timezones. This role includes (but not limited to) management and development of technical engineers in the UK and India, successful integration activities following company merges, systems and process development to allow the most streamline service for customers, supplier and SLA management, all while building key relationships with customer stake holders to develop the service we provide. Show less Duties mainly focused on the improvement of current processes and services, the structured transition of new services / customers into BAU support as well as owning incident and problem management within Operations. Transition duties include internal system developments, integration of new services / products for support as well as the introduction and ownership of new bespoke / high profile accounts into BAU Operations. My team carry out critical incident management, managing the technical teams involved while providing customers with structured updates, and problem management, investigating major incidents and repeat issues bringing a full resolution. Show less Following the acquisition of InTechnology Managed Services by Redcentric in December 2013, I was selected to lead a team who would aid in the support of existing Redcentric customers prior to them merging with the current support function in Harrogate. The aim of this role was to transition the business from multiple Service Desks (and multiple systems) into one single function. Key achievements include the successful transition of 1000+ customers and their services into HP Service Management systems with 100% customer satisfaction.Due to my dedication and attention to detail, I received the 'Employee of the Year' award in December 2014, which is a huge surprise and a great honour to be selected for such a prestigious award. Show less

  • Digital Transformation Manager

    Aug 2023 - now

  • Continuous Improvement Manager

    Jan 2021 - Aug 2023

  • Network Operations Centre Manager

    May 2016 - Jan 2021

  • Service Operations Manager

    Mar 2015 - May 2016

  • Transition Team Leader

    May 2014 - Mar 2015