A skilled IT professional with over 10 years IT experience.  The main principle that I work towards is to understand the customers service expectations, to be proactive and to develop constructive relationships.             I am a self-starter with good communication skills and a strong passion for delivering high standards of      customer service who will always endeavour to achieve business goals and objectives.  All of my duties are undertaken in an extremely professional manner and I am a highly motivated individual who is capable of adapting to changing environments.

My main objective is to maintain and enhance client working relationships, to demonstrate knowledge and expertise in delivering a quality service, attempting to exceed customer expectations thus encourage new business. 

Infrastructure Service Delivery Manager – [snip]                    June 2006 till present 

[snip] is an On-line CV processing Company based in, London.  I am responsible for the successful delivery of services to our clients and to act as the main point for all escalations and produce monthly KPI’s relating to service performance.  I have experience of working in an outsourced environment and in my current role manage deployment of change, release and problem management.  I currently manage an Infrastructure Team of four, consisting of an Infrastructure Administrator, an Operations Analyst, two Third Line Application Support Analysts and our Third Party Network Support Vendor. 

Summary of duties: 

• Delivery of Service to Internal and External Customers
• Defining Operational Standards for all Operational aspects of Infrastructure Services ensuring that specific standards are produced and adhered to
• Monthly KPI reports of Performance against SLA
• Monitor Service Levels and implement corrective action where SLA targets are not met
• Manage supplier and 3^rd party relationships within budget constraints
• Monitor the results of all meetings held with Suppliers and follow up action points
• Monitor and assess Infrastructure and Technology changes, in liaison with the IT Director
• To be a point of reference for all technical matters 
• Provide an escalation point for support issues, in or out of hours
• Overall responsibility for the Data-centre, consisting of 100 Windows Servers – Exchange 2003 Cluster, SQL 2000 and File and print servers, Blade Server using Microsoft Virtual Server Technology and an EMC SAN storage
• To identify capacity issues and recommend areas for improvement to the IT Director
• Initiate and implement change to Server Infrastructure in accordance with company change policies
• Produce recommendations for service improvement to the Server Infrastructure
• Implementation of services to new and existing clients
• To conduct team meetings
• To conduct regular 'one to one' meetings with all staff
• Responsible for staff appraisals, monitoring, training and performance of all reporting team staff
• To set achievable documented objectives for all staff using the SMART (Specific Measurable Achievable Realistic Time) method.

[snip] Operations Manager -[snip]                  Sept 2004 till June 2006  

As [snip] Operations Manager I was responsible for an annual budget of £1.5M and the management of a Technical Operations Team in a high-availability environment for web-sites and key business systems.  This Team consisted of 30 Technical Specialists including Team Leaders who were responsible for all Enterprise Servers monitored from the [snip] covering various areas of technology such as Wintel, Solaris, Citrix, Clustering, SAN, NAS, Administering Backups and Network monitoring.   

Summary of duties:

• Management of Overall Service Delivery from the [snip]
• Management of  the [snip] P&L
• Line Management of a team of 24 technical people providing a 24*7*365 Network / Server / Web Monitoring and Backup Operation
• Currently managing in excess of 4000 devices across 15 Customers ensuring that all services are available 24*7
• Management of all OS from NT4 through to Windows 2003 and Solaris Platforms.  Application support for Exchange 5.5 through to 2003, Oracle, Veritas Net Backup.
• In-depth understanding of the Business requirements and Customer’s expectations and to take ownership of all major outage Operational issues and to manage escalation through to resolution
• Management of relationship’s with ISP’s via monthly meetings
• Full knowledge of all Customers Service Schedules.
• Support Business Take-On processes and ensure seamless transition of new and additional services into the [snip].
• Utilize customer satisfaction feedback to drive Service Improvement
• People Management via Performance reviews
• People Recruitment
• Planning and implementing effective training and development activities to meet contractual and business objectives
• To support and promote Best Practice and to adhere to ITIL guidelines.
• Weekly KPI Reporting on the Operational performance for all services provided from the [snip]

[snip] Team leader – [snip]                                     Oct 2003-Sept 2004 

Promoted to Team Leader within the Service Operations Centre Bridge

Summary of duties:

• Manage a shift support team to clearly defined SLA’s/OLA’s
• Ensuring Customer satisfaction by communication and resolution of service issues
• Provide performance statistics and provide capacity planning
• Identify staff training
• People Management
• Delegate tasks to the members of staff
• Provide individual statistics showing Operational Performance for all services provided
• Manage escalation situations
• Create and amend customer procedures
• Ability to work under pressure situations

[snip] Operations Analyst - [snip]                            Jun 2003–Oct 2003

Summary of duties:

• Monitor Customers resources via Enterprise Management Tools, e.g. BMC Patrol and CA Unicenter.
• Escalate situations to correct support groups.
• Good communication skills with Customers
• To take customer calls, log call details onto call management system and provide response and resolution within SLA
• To liaise with Team Leader/Manager on specific alerts ensuring that no alert goes beyond it’s SLA
• Proactively update customers with call status and resolution progress
• Ensure that Internal and Contractual SLA is maintained
• To maintain and update all service and operational processes and procedures
• To remain calm when under pressure

Systems Engineer – [snip]                                Aug 1998–Jun 2003

Summary of duties:

• Team Lead major Project Installation Teams e.g. BP rollout Project, Cable & Wireless Project rolling out a desktop upgrade for 2000 and 5000 end users.
• Installing Compaq and IBM Servers onto a customer’s site and to configure any software as requested.
• Advising and Instructing Customers to the best solution for their installations.
• Strong analytic and diagnostic skills.
• Good Communication skills.
• Remain calm when resolving on-site issues.

Systems Engineer – [snip] Stevenage                                                  July1997–Aug 1998

Summary of duties:

• Lead a team of 10 engineers for a Server Refresh Project across the country
• Configuration and installation of Servers for a major Retailer
• Writing procedures and build documents
• Resolving on-site installation issues
• Good Communication skills across all levels of management

Various Casino’s                                                                                 Sept 1985-Jul 1997

• Casino Pit Boss [snip] Luton.  Responsible for a team of up to 25 croupiers.
• Whilst working part time at [snip] Luton, I enrolled onto a Computer Degree course.  I successfully completed a degree course in Computer Systems Engineering

[snip]                                                                Sept 1982– 1985

• General Insurance Brokerage selling primarily car insurance

 Management Induction Course

Employment Law

Introductory Skills for New Managers

Performance Management Skills

Managers coaching skills

ITIL Foundation Course 

 §          Microsoft Certified System Engineer                       

§          Microsoft Windows 2000 Network Course

§          Microsoft Windows 2000 Implementation Course

§          Microsoft Windows 2000 Active Directory Course

§          BMC Patrol Course

§          CA Unicenter course

§          Veritas Net backup v5.0 Course

§          Compaq Server Accreditation                               

§          ITIL Foundation IT Service Management

                             DoB: 09/09/1962

Nationality: British                                                    Clean Full Driving Licence.

Status: Married with 2 children                                 

University of Luton                               BSc Computer Systems Engineering

September 1994- June 1997 

Oaklands RC Comprehensive ‘A’ Level Pure & Applied Mathematics, World History

I am a keen sportsman and a member of the Hertfordshire and Bedfordshire [snip].  I also enjoy playing tennis and squash to a competitive standard.