A highly motivated and capable IT Infrastructure manager with a proven track record delivering a customer focussed service and complex IT projects. Accustomed to working in fast paced and challenging environments whilst delivering exceptional service. Excellent interpersonal skills who is comfortable delivering briefings, presentations and attending high level meetings. 10 years’ experience working as a team leader and a manager to ensure smooth running of service delivery teams by helping to deal with customer expectations and acting as a point of escalation for technical issues and conflict resolution. Consistently tries to improve efficiency in all areas by contributing to best practise, reviewing procedures and policies within a company. Has a natural aptitude for the IT field with a great ability to embrace new technologies. Currently working towards CCNA and AWS Technical Architect certification.
Exceptional analytical and problem solving abilities by assessing situations and applying solutions in advance or as they arise.
In depth knowledge of Installing, configuring and fault finding ESXi, Windows 7, Windows 10, Server 2012, Server 2016, Linux – Redhat, CentOS, Ubuntu and MacOS.
Proficient in Windows Server administration including configuring AD, DNS, DHCP, DFS, Group Policy, WSUS, HyperV, Failover Cluster, IIS and print services.
Understanding of the fundamentals of database technology, including manipulation and basic administration of SQL using various tools such as MySql workbench or HeidiSQL.
Working knowledge of the OSI 7- layer model, TCP/IP and UDP principles, LAN, VLAN, WAN, SD-WAN and VPN technology. Experience with Cisco, HP, Cisco Meraki, Juniper and Fortinet devices.
Deploying and maintaining AWS infrastructure including VPC, EC2, S3, SMS, SQS, RDS, Route53, EBS, IAM and Cloudwatch.
Effectively communicate complex IT issues to customers and non-technical staff by written or verbal in a clear and concise manner.
Excellent ability to prioritise tasks while maintaining a proactive and flexible approach.
Thorough understanding of IT security, data protection and system access control. Including configuring firewalls, maintaining Anti-Virus, management of file access, backup solution and disk encryption software.
Mature and well evolved leadership style that encourages employees to push the boundaries and achieve great results as an individual and a team for the benefit of the company, personal progression and satisfaction.
Barbon Insurance Group – IT Infrastructure Manager
December 2018 – Present
Management for core technical infrastructure services including on premises, AWS and third party contracts to develop and maintain a rolling 3-year technology roadmap, including reference & target technical architectures.
Support effective working practices within the IT infrastructure to deliver business change to time, budget and quality.
Proactive management of incidents and problems regarding technology issues providing direction and technical expertise.
Support the compliance and regulatory agenda by ensuring all technology, networks, operating systems and other core architectural elements are fit-for-purpose and future proof to adhere to applicable standards (eg PCI-DSS, ISO27001 etc).
Responsibility for the technical elements of the DR and BCP plan, management of recovery process on DR invocation to restore BAU.
Line management of the Infrastructure Team including coaching and mentoring others whilst serving as a role-model, enabling all team members to remain on the forefront of emerging industry practices, identify opportunities for improvement and make constructive suggestions for change.
Develop strong relationships, and manage interaction with key stakeholders where appropriate.
Manage the implementation of key infrastructure improvement projects.
Reviewed current AWS costs created a saving of £72k annually by appropriate sizing of EC2 instances and moving to newer cost effective instance types, Removed orphaned EBS volumes, deregistered unused/unneeded AMIs and associated snapshots and utilised reserved instances.
Migrated and decommissioned legacy systems to new supported OS and economical hardware, clearing out the server room that reduced power consumption and reduced the need for addition air cooling. Removed security vulnerabilities posed by unsupported OS and improved performance for end users. Repatched all server and communications cabinets for ease of work on the physical network infrastructure. Also reduced the break fix contract by 50%
Architected and configured the network infrastructure to deploy a new call centre, cloud hosted phone system. Involved configuration of cisco and juniper switches to provide QoS to hard and soft phones and connectivity on a dedicated MPLS circuit, with HSRP for failover.
Overall technical and project management of uplift from windows server 2012 R2 to 2016, Including planning, testing and ongoing support. Increased functional level of domain to 2016, uplifted HyperV hosts. Managed third party suppliers to reinstall specific software. Upgrade of iLO and iDrac to latest firmware. Creation of dedicated management vlan
John Greed Jewellery Ltd – IT Manager
July 2018 – December 2018
Management of IT services and staff within the business. Provide 1st, 2nd and 3rd line support, plan and implement technology projects.
Provide maintenance, daily backups and support of physical and virtual servers. Running ESXi, Windows Server 2008-2012 and Linux.
Support Client machines running Mac, Windows 7 & 10 and Chrome OS. Maintain updates, applications including EPOS systems and domain access for resource sharing.
Identify and project manage upgrades to infrastructure.
Maintain system security including GDPR and PCI compliance.
Review and update policies, lead on DR plan and recovery implementation.
Identified the need to deploy new antivirus software due to expiry of contract. Conducted software trials to determine the best product to cover Windows, Mac and Linux OS. Providing maximum protection whilst limiting the effect on resources of the host machines and smooth running of current applications across the network.
Deployed new network equipment as the current ageing Fortinet hardware was struggling with the current LAN, WAN and internet traffic. Configured 3 firewalls, 3 WiFi access points and 10 switches. Provided site to site VPN to link 3 office locations, client VPN for mobile and home working and VPN to GCP to draw data for APIs. Implemented VLAN architecture, transitioned from a flat LAN on one subnet to 6 VLANs.
Negotiated new Print Solution, providing standardisation of hardware and support, additional equipment and paper-cut software. With a overall saving of £5,000 over a 5 year term.
Configured, tested and deployed 3CX Virtual PBX VOIP Telephony solution to replace an ageing Cisco UC560 PBX. Upcycled current Cisco SPA504g handsets with updated firmware and enabled auto provision through DHCP. Hosted the PBX locally in a Debian Linux environment with backups stored within Google cloud and the option to host PBX within GCP.
Purchased and installed new Audio Visual Teleconferencing Equipment into 3 meeting rooms. Provided facility for 3CX, Google meet, Skype, TeamViewer and other applications to conduct conferences and presentations with remote locations, customers and suppliers.
Negotiated contract renewal for Break/Fix hardware support, VSphere licence and support and Veeam back-up software support.
Created new locally hosted IT Helpdesk using Jira Servicedesk and software installed on a Ubuntu server. Also created a google form and linked sheet for estates work requests. This replaced a solution from FreshDesk saving £4K annually.
Nottinghamshire Health Informatics Service – IT Support Technician
Feb 2018 – July 2018
Log all incoming calls to the IT Helpdesk professionally and accurately on Manage Engine application. Support all NHS applications and systems to rectify faults and escalate to appropriate department where necessary.
Manage Active Directory, create and amend user accounts, security groups and organisational units. Adding machines to the domain. Update group policies, antivirus and window updates on Windows 7 clients.
Access user terminals remotely to rectify a variety of technical issues including installing and updating software in support of all NHS systems and applications.
Assist with hardware configuration to restore full functionality to Scanners, Printers, Mitel VOIP Phones and other peripherals to avoid a site visit by an engineer where possible.
Provide advice and assistance to other team members to resolve technical issues and increase knowledge base within the organisation.
Ensure all calls are completed in accordance with the service level agreement maintaining key performance indicator of zero breaches.
Identify need for system upgrades or user training to improve efficiency across the organisation.
Identified the need to update all IT SOPs for the department, implemented a new file structure and managed the project work to update all documents, including ensuring all software installs were either the most current or relevant versions. Enabling all technicians to be working with the most up to date knowledge and software.
Provided expert knowledge to system security and user access to all team members to ensure compliance with ISO 27001 certification and upcoming GDPR.
Improved efficiency of call logging system by updating and creating commonly used request, Email replies and resolutions therefor saving time spent logging relevant information and replying to customers.
British Army – IT Manager
Feb 2012 – Feb 2018
Management of a team of 30 technical staff. Prepared daily workload for staff and co-ordinated the allocation of work. Facilitated training to ensure compliance on all mandated training. Delivered annual appraisals on employee’s performance.
Developing infrastructure and systems to meet the company’s needs. Liaise with third party technical specialist for replacement and repair of equipment.
Supervise installation and maintenance of Windows based IT systems and software. Provide expert knowledge to resolve technical issues.
Conduct audits of inspection and maintenance programmes. Writing documentation for IT SOPs, security and disaster recovery.
Produce documents, briefing papers, reports and presentations to senior board members. Provide performance indicators of the department and statistics on the service level agreements.
Maintained up to date asset management system including configuration items for quality tracking purposes.
Specifically selected to assume the role as project manager for the software upgrade to all Bowman communications equipment in the UK. Liaised with customers and 3rd party suppliers to facilitate the timely upgrade to all communications equipment. Coordinated a team of engineers that conducted the upgrades, logistic support for drop off and pickup services ensuring a constant stream of equipment was passing through the facility to limit disruption to the customers.
Appointed as Information manager in a high-tempo operational environment, Management of all secure media, systems, documents and high grade cryptographic items. Ensured zero security breaches in the period as manager and implemented improvements to accounting processes. Utilised McAfee anti-virus and Becrypt disk encryption to maintain system security.
British Army – IT Support Engineer – Team Leader
Aug 2003 – Feb 2012
Supervise junior team members in the installation of hardware and software including printers, scanner, smart boards, VOIP phones and other peripherals.
Installation and configuration of Print servers, File servers and DNS servers.
Management of service desk function, providing 24hr 1st and 2nd line assistance in a busy operational environment.
Creation and amendments to user accounts in Active Directory including writing of USB access control devices.
Install and test telecommunications equipment including HF, VHF and satellite systems. Providing all data and power structured cabling in temporary and permanent locations.
Provide on call technical support to diagnose and repair faults in a mission critical environment. Utilised diagrams, technical drawings and flow charts to aid in accurate diagnosis.
Lead network engineer involved in the development and deployment of UHF high capacity data network in Afghanistan. Utilised technical specifications to plan a robust network and deliver redundancy to all locations. After trials the network was deployed area wide to reduce the burden to the oversubscribed satellite systems.
TRAINING AND CONTINUOUS DEVELOPMENT
CMI Level 4 Diploma in Management and Leadership
CMI Level 3 Diploma in First Line Management
Prince 2 Foundation
ITIL V3 Foundation
Advanced Apprenticeship in Communication Technologies (NVQ 3)
European Computer Driving License (ECDL)
City & Guilds Level 2 Award in Communication Cabling
Foundation Modern Apprenticeship in IT (NVQ 2)
Developed Vetting Security Clearance
UK DBS Clearance
Full Clean UK Driving Licence (B, BE, C, CE)
LEISURE AND INTERESTS
A keen cyclist who is a qualified Level 2 mountain bike leader. An active member of a local rugby team. Enjoys living an active lifestyle and participating in family activities.