Full CV

Profile
Solutions focused, positive and driven team player, ambitious, energetic and a proven leader. Highly focused with an excellent record of technical excellence and commercial awareness within the IT industry. Well versed in presenting highly technical issues to all levels of technical competence. Experienced in team leadership, people development, quality assurance (ISO9001) and presenting to board level.

Key Skills

Project Management – management of technical validation of VoIP solution (PIPEX VoIP) from inception of project to commercial launch. Evaluation of CPE for PIPEX Broadband service.

Communication Excellence – demonstrated by translating fault diagnostic and fix procedures to people with varying levels of technical competence.

Effective Leadership & Management – promoted at PIPEX Internet Ltd from a junior team member to consulting leadership role of all customer support teams. Promoting and developing new team leaders whilst absorbing under performing agents into own team to build and encourage their improvement. Performance reviews, recruitment and termination of technical support agents.

Software Development - development of ad-hoc service desk statistical monitoring tools at PIPEX Internet Ltd. Creation of ad-hoc helper utility for Regus International (a client of BT Basilica Computing Ltd) to aid in report management of VoIP call records.

Training & Documentation – created training for PIPEX technical support engineers. Support bible for PIPEX VoIP and PIPEX Broadband.

Quality Control & Management – development of QA bible for Creature Labs games. Monitoring the quality of diagnostics and fixes supplied to customers on technical support desk and delivery of extra training and support to under performing agents.

Initiative & Vision - anticipated the need for better user installation instructions for PIPEX Broadband CPE. Initiated project, managed asset creation by developers and 3rd part graphics company, obtained final sign off at board level for product to be delivered to all new PIPEX Broadband users.

Influence, Negotiation and Straight Talking – an excellent understanding of the subject matter, coupled with a demonstrated ability to lead from the front has always allowed me to ensure that the interests that I represented were best served wherever possible. A fine appreciation of the nuances of polite but firm communication and the sensitivities of handling egos.

Drive & Inspiration – a dedicated, committed self starter with the ability to motivate those around me to aspire and strive with me toward the common goal, whilst allowing the freedom of creativity which allows for those moments of pure genius which turn a good result into a great success.


Key Areas Of Technical Expertise

TCP/IP, NetBackup 6.0 (UNIX & Windows) Design & Deployment, Windows & Linux Networking, Windows Desktop Roll out & Support, Windows Server Commissioning & Support, Linux Desktop Roll out & Support, Linux Server Commissioning & Support, Active Directory management, MS Exchange Management, IIS, Apache, MySQL, MAC OSX, IBM & HP Hardware Commissioning, IBM & HP Blade Server Commissioning, VB6, C.

Career Summary and Key Responsibilities

Dame Alice Harpur School December 2007 - PRESENT
LINUX Systems Engineer (Contract)
Recruited for my Linux expertise to manage RHEL4 site migrating to Windows. Management and troubleshooting openLDAP, Samba, Apache, dovecote, sendmail, mysql, Squid, iptables. Watchguard Firebox-X Core device management. Windows desktop and server support encompassing IIS and Exchange and AD.

GE Money (Home Lending) October 2007 – December 2007
Systems Engineer (Contract)
Recruited for my Linux and DR expertise. Implemented DR policy for Linux and Windows systems using Bacula and NetBackup 6.5. Training of on-site staff in the maintenance of DR policy. DR systems architecture. General solutions architecture with systems such as MSSQL, MySQL, Apache, IIS, Tomcat etc. Documentation of all policies and procedures. Documentation of technical manuals for installation and troubleshooting.

L4 Customer Engineer
BT Basilica Computing Ltd April 2007 – September 2007
Recruited for my Linux expertise and experience of dealing with open source software such as MySQL and Apache. Symantec trained in NetBackup 6.0 for Unix. Designed and deployed new NBU based DR solution for technical group within T-Mobile. Consulted on DR procedures and NBU optimization for Cushman & Wakefield. General Windows server and desktop support and roll-outs. HP and IBM Blade builds. General hardware build and configuration (Symantec Ghost). Left amicably as BT Basilica has, it seems, decided against entering the high-end Linux/Unix and Open Source arenas.

Freelance IT Consultant
Various Private & Commercial July 2006 – March 2007
During a period of intense personal grief for my closest friend since University, I moved to Cornwall in order to provide support. Whilst in Cornwall I provided freelance IT services to a wide range of companies and private individuals.

Helpdesk Engineer / Laptop Repair Engineer
BT Basilica Computing Ltd August 2005 – June 2006
Dealing with end to end resolution of support issue on client sites. Resolving issues with Microsoft Server and Desktop Operating Environments at customer sites. Phone support for 1st /2nd line queries. Dealing with customer warranty returns and manufacturer liaison. Sourcing new equipment quotes and negotiating prices as required. Logging internal and client support calls.

Management of MySQL database for call logging system. Basic Active Directory and Exchange management. Management and support of BackupExec/NetBackup and remote agents. Disaster recovery consultation for clients. Basic CISCO router management. Linux server builds on HP and IBM servers.

Management of Toshiba Certified Laptop Repair Centre. KPI reporting of LRC to board level. Development of training materials for LRC. Quality control for helpdesk and LRC. SLA negotiation and management with customers and third party suppliers.

Team Leader / Special Projects
PIPEX Internet Ltd July 2003 – August 2005
Multi-disciplined team management (responsible for 120 agents). Windows Desktop & Server support. MS Exchange configuration and trouble shooting. Active Directory management. Network configuration and trouble shooting. R&D and technical project management of VoIP service from concept to launch. Project management of PIPEX Talk product support aspect. Third party supplier management and contract negotiation. Development of IP training guides and definition of training programme for new recruits. Management of provision, exception handling and fault resolution process for VoIP support desk. Team and project management for special projects and VoIP support desk. Re-write of support training manuals and crib sheets. Personal development management for agents. Disciplinary meetings with agents. KPI reporting to board level. Quality bible definition and control of QC for support helpdesk. SLA negotiation and management with customers and third party suppliers.

Previous Career
Prior to these roles I worked in a number of different roles in the IT and security industries, beginning my career at the age of 15 working as an ad-hoc contract programmer for the Bedfordshire Health Authority.

Education, Training & Self Development

Bedford School 1990 – 1993
GCSE English Oral 1
GCSE English Language B
GCSE English Literature B
GCSE Mathematics B
GCSE Drama B
GCSE Biology B
GCSE Physics C
GCSE Chemistry D

Symantec NetBackup 6.0 for UNIX (with Windows) – Symantec Educational Services
Windows NT Server Administration – 3rd Party Private Training Establishment

Personal Information

After spending much of my working life in helpdesk environments I have gained a high level of technical expertise in both Windows and Linux/UNIX environments, with a recent focus on IP technology and networking. I am a highly intelligent and adaptable person, with excellent time keeping and organizational skills. I have always been a self-starter who is highly motivated to deliver the very best in all that I do. A team player who is just as capable working alone, I’m looking for a position with an organization which will allow me to further develop my skills and experience.

A member of the Putteridge Bury Gilbert & Sullivan society, I have been privileged to play such roles as Jud Fry in 'Oklahoma' and Scynthius in 'Princess Ida'. I am currently co-directing my first production, 'Kiss Me Kate!'. A keen on-line gamer, what spare time I have will find me wandering the lands of Middle Earth in the Lord Of The Rings On-line game or on the battlefields of Battlefield 2142.

At present I do not drive and rely on public transport as my main mode of transportation.

Professional References

Mr. Sandy Sutherland, Dame Alice Harpur School, sandy.sutherland@dahs.co.uk
Mr. Dominic Savage, PIPEX Internet Ltd, dominic.savage@pipex.net