Experience

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  Cae technology services

  Nov 2010 - Jul 2019

  Develop and manage a high performing team of four Team Leaders, continuouslyraising the bar and manage performance using best performance tools● Identify training and development needs through job analysis, appraisalschemes and regular 1-2-1s● Execute HR policies including sickness/absence monitoring and reduction;conduct staff performance management and implement performanceimprovement plans to enhance staff productivity● Set the overall strategic direction for the SD & NOC including budget andcapacity.● Serve as key stakeholder in a range of activities such as Bid Submission, ServiceDesign and Service Transition● Owner of business objective to achieve SDI Accreditation● First point of contact for customers, vendors and partners as part of businessrelationship management● Promote a culture of high-performance to deliver a best-in class proposition forcustomer service● Oversee all daily / weekly performance meetings and sharing best practice withcolleagues for improvements● Deliver commercial modelling for service onboarding.● Leader of CSI in the business unit● Utilise expertise to act as decision maker for product and service decision,including new ITSM and Monitoring PlatformsKey Achievements:SDI Certification Audit 3* AccreditationSDI Awards MSP of the Year 2019 FinalistAchieved a 12 Month growth from 29 – 44 full time members of staffTransition leader of new ITSM platform (Autotask)Implementation of SNMP/WMI Monitoring Platform (LogicMonitor) Show less Initially employed as a Service Desk Analyst, due to commitment andachievements within the role promoted to Team Leader● Managed and developed a team of 31 employees based on premises and on aremote (31 Staff)● Conducted regular staff 1-2-1’s and yearly appraisals, identify employee trainingneeds and CPD● Performed quality controls and monitored SLA’s and KPI’s● First point of contact for all customer complaints and queries, followed up toensure resolution● Managed Priority 1 & 2 (Major Incident) tickets received to the service desk● Provided Daily/Weekly/Monthly reporting for Exec meetings● Adhered to ITIL framework to produce processes and procedures for the servicedeskKey Achievements:● Promoted a culture of staff motivation and retention which led to the servicedesk growing from eight staff to 31● Assisted the growth of CAE to now run the most profitable services department● Key member of team implementing a new ITSM to be used across services● Assisted CTO in selecting and ensuring the best products were brought into theservice desk to improve the efficiency and effectiveness of work, including theimplementation of ScienceLogic monitoring platform, implementation ofHarmony PSA Show less Provided expert support based on the service desk and on site at customerinstallations and support● Worked with numerous technologies such as Wireless, Routing & Switching,Exchange, and Active Directory● Due to knowledge gained delivered support to peers with the processes andprocedures undertaken by the service desk● Provided first line technical support (Cisco/Microsoft/Meraki)● Raised Cisco Technical Assistance Centre (TAC) faults and replacements, liaisedwith TAC engineers to promote customer journey Show less

  • Operations Manager - NOC / Service Desk

    Feb 2018 - Jul 2019

  • Service Desk Team Leader

    Mar 2015 - Feb 2018

  • Engineer / Service Desk Co-ordinator

    Nov 2010 - Mar 2015
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  Twitch

  Jul 2019 - Apr 2024

  Global service operation centre emea manager

  - Managing a team of Subject Matter Experts, both in the UK and US, ensuring both technical and procedural improvement in the Organisation.- Build, manage and develop the first engineering team in London covering providing 24x7x365 video support.- Ensure resolution of issues across our Global Network and Server Infrastructure.- Ensure all alert, task and story driven work is prioritised, actioned and resolved within SLAs.- Continually review alerts to spot opportunities for automation.- Work collaboratively with peripheral teams to build opportunities for my staff to get experience with those and target promotional goals.- Produce, Lead and Orchestrate action items within executive and VP levels.- Ensure team and individual projects are completed within specified time frames and provide the organisation with benefits, such as automated change freezes, automated incident management tooling, network health dashboards etc. Show less

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  Amazon web services (aws)

  Jan 2021 - Apr 2024

  Senior engineering manager

  - Managing a team of Subject Matter Experts, both in the UK and US, ensuring both technical and procedural improvement in the Organisation.- Build, manage and develop the first engineering team in London covering providing 24x7x365 video support.- Ensure resolution of issues across our Global Network and Server Infrastructure.- Ensure all alert, task and story driven work is prioritised, actioned and resolved within SLAs.- Continually review alerts to spot opportunities for automation.- Work collaboratively with peripheral teams to build opportunities for my staff to get experience with those and target promotional goals.- Produce, Lead and Orchestrate action items within executive and VP levels.- Ensure team and individual projects are completed within specified time frames and provide the organisation with benefits, such as automated change freezes, automated incident management tooling, network health dashboards etc. Show less

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  Oracle

  Apr 2024 - now

  Senior network development manager