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Results-driven IT project-management professional with a reliable track record of accomplishment; increasing productivity, quality levels and customer satisfaction. Decisive, energetic, focused team leader/player who leads high-performing teams through implementing change and improvements. Creative thinker and analytical problem-solver with demonstrated abilities managing projects from planning through execution/completion. Responds pro-actively to pressure; delivering innovative and complex technological solutions on-time and within budget. Achieves high levels of client contentment; regularly commended for outstanding achievements.
Key Strengths and Expertise:
Commercial Awareness | Building Teams | Managed Services | Product Development
Start-ups | People Management | Technical Knowledge | Customer-Facing Skills
ABC Ltd: London
Technical Services Manager March 2002 - Present
Managed all aspects of the operational network and a department of 15 staff: project managers, field engineers and a customer services team. Focused on meeting and exceeding customer expectations
Devised and implemented all procedures for the operational network, including three data centres; dramatically improved the stability and availability of the network and reduced downtime by 93%
Refocused the team, ensured on-time service delivery of complex network solutions and services to clients. Increased the RFS (Ready for Service Date), from 65% to 93%
Implemented business continuity planning, devised scenarios and performed risk assessments
Rolled out VoIP on the ABC network and implemented several customer installations including a bespoke installation for 200 users across eleven departments. Successfully contributed additional developments for the managed service
Recruited as part of the senior management team in the start-up and launch of ABC Ltd, servicing the SME market. Contributions led to ABC Ltd being awarded 5 new, long-term contracts, with a value of £2.6m
Played a fundamental part in the pre-sales process for XYZ Company, winning several business deals within early stages of business development. Yielded £100k+ revenue
Developed and gained approval for a business case to in-source ABC’s 24-7 network operation centre; successfully launched and executed four weeks ahead of the agreed six month schedule
Introduced various methods to motivate staff, including coaching, internal training programmes and product related work, ensured employees maintained interest and were constantly being developed