Michael Prowse

Experience

• 

  Star Technology Services Ltd

  Aug 2010 - Jul 2013

  - Design and implementing solutions from the ground up based around existing core infrastructure.- Meet and engage with customer to ensure all requirements and specifications are captured and understood.- Full documentation and handover of completed projects to ensure a smooth transition into support. - Provide second line support for a wide and ever expanding service catalogue.- Support colleagues and other teams within an ITIL structured Service Desk.- Work to meet SLAs and reduce response and resolution times to provide maximum customer service and satisfaction. - Process and action Requests for Change.- Document and detail processes to ensure efficient support.- Understand individual network topology to ensure effective resolution to requests. - Provide first line support for a wide product base.- Ensure maximum availability and efficient support to meet SLAs.- Understand the key aspects of networking and cloud-based services.

  • Solution Implementation Engineer

    Apr 2013 - Jul 2013

  • Senior Support Analyst

    Jul 2012 - Apr 2013

  • Support Analyst (Change)

    Aug 2011 - Jul 2012

  • Service Desk Analyst

    Aug 2010 - Aug 2011
• 

  Claranet

  Jul 2013 - now

  - Head of department for Claranet Technical Solutions, including 'Technical Solutions' core engineering team, 'Technical Solutions System' development team, 'Technical Solutions Change' engineering team and 'Technical Solutions Cloud' DevOps team. - Overall Management for the Technical Solutions, Technical Solutions System and Technical Solutions Cloud teams. - Head up the Technical Solutions team to provide senior engineering resource business-wide- Provide pre-sales advice/assistance and transition through to in-life support- Provide department-wide product, systems and tooling development - Provide 3rd line support across a wide product portfolio and growing customer base.- Act as a final point of escalation for all support teams, providing advice, knowledge and assistance.- Provide continual service improvement in the form of new processes, tools and training. - Design, approve and implement solutions from the ground up. Fully design small to medium sized business networks and review/approve/implement large network designs submitted by Solution Architects.- Fulfill a 3rd line support engineering role and handle escalations from support for new and existing customer issues.- Be a technical lead and point of escalation for networking and security issues company wide.

  • Head of Technical Solutions

    Mar 2023 - now

  • Technical Solutions Manager

    Nov 2022 - Jun 2023

  • Technical Solutions Lead

    Apr 2018 - Nov 2022

  • 3rd Line Support Engineer

    Jul 2014 - Apr 2018

  • Network Implementation Engineer

    Jul 2013 - Jul 2014