Craig Smith

• Promoted into role from previous positon
• Managed IT service delivery to improve customer satisfaction/Stakeholder management
• Conducted regular system audits, maintained optimal performance levels - i.e. Patching, Asset databases, Audio Visual and network audits
• Covered 30+ sites
• Carried out system upgrades regularly, kept up-to-date with latest technologies.
• Implemented innovative solutions for enhanced operational efficiency - E.g. clear escalation pathways for tasks and jobs
• Designed and created a clear and easy knowledge base
• Coordinated cross-departmental teams to facilitate smooth execution of change strategies.
• Oversaw budget management to control expenditure and boost savings. - Schools have minimal budgets so cost savings and clear strategies are a must
• Developed team skills with regular training sessions.
• Remained hands-on technical, willing to be involved with teams and outlining clear expectations
• Used AutoTask and ConnectWise to track support tickets and document actions.
• Designed clear Personal Development Plans (PDP's) for staff recruited.

• Managed the on-site IT infrastructure for four schools within a trust
• Handled an on-prem migration to MS Azure/Cloud
• Delivered projects within deadline by efficiently managing resources and personnel.
• Collaborated effectively with design teams refining plans as per ground realities.
• Performed regular audits on IT systems identifying areas of improvement.
• Managed large-scale software deployments resulting in seamless transition periods.
• Led a team of junior engineers in various projects, promoting teamwork and skill building.
• Installed high-performance hardware to boost processing speeds.
• Implemented cybersecurity measures, ensuring data safety. - MfA, Expiring Passwords and Windows Hello
• Management of third parties - Lenovo, Sharp, Dell etc
• Documented support calls and resolutions for professional records.
• Answered user questions about hardware and software operation to help resolve problems.
• Carried out new hardware installations and updates, keeping systems functional and secure.
• Prepared equipment for staff use, installing cables, operating systems, and software.
• Tracked computer system and network performance to identify root causes of issues.
• Distilled complex technical information into easily digestible instructions for end-users.

UK Plumbing Supplies Ltd / Plumbase was a divisons of Grafton Merchanting GB Ltd which was spun off into a separate company

• Managed vendor relationships for procurement of hardware and software products ensuring cost-effective purchases.
• Field based - Would travel the country attending branches resolving IT Issues
• Evaluated new technology options and recommended appropriate upgrades to meet business needs.
• Created comprehensive disaster recovery plans to minimise downtime during critical incidents.
• Provided round-the-clock technical support to staff, enhancing user experience and productivity.
• Collaborated on IT projects with cross-functional teams, delivering innovative solutions - Often dealing with new plumbing branches that opened designing networks, cabinet locations etc with estates team
• Trained end-users on safe computing practices, reducing instances of security breaches. - Would hold lunch and learn sessions over teams for staff across the country
• Led server maintenance activities for company systems to keep critical functions operational.
• Tested installations and updates on test servers before deployment to live environments.
• Controlled access to computer network, setting up accounts and access levels.
• Established and improved IT governance processes to keep pace with changing demands.

• Increased team cohesion by implementing regular feedback sessions.
• Coordinated daily tasks, ensuring smooth workflow within the team.
• Conducted regular performance reviews to identify areas of improvement for each team member.
• Developed strategies for improved performance level across the team.
• Reduced staff turnover with an effective motivation strategy - Gamification
• Resolved conflicts effectively, promoting harmony within the workforce.
• Improved customer satisfaction through close collaboration with the team.
• Supported team to overcome new challenges by forecasting knowledge and skills gaps.
• Upskilled team members by planning and delivering training workshops.
• Led team of [8] to achieve KPI targets and successfully complete assigned projects.
• Facilitated smooth communication between technical and non-technical departments, fostering mutual understanding of processes and requirements.
• Installed new technologies without disrupting workflow.

• Provided efficient customer service through the installation, configuration, and maintenance of hardware and software systems.
• Managed helpdesk requests effectively reducing downtime experienced by employees.
• Picked up tasks that were escalated from 1st Line
• Maintained, supported and resolved issues with in-house Trading System (Kerridge)
• Supported over 200 branches
• Began creating knowledge base for staff to use to reduce escalations
• Rectified IT issues by liaising with clients and troubleshooting software problems.
• Supported various operating systems and server technologies.
• Recommended equipment and resource upgrades to improve network capabilities.
• Escalated problematic tickets to relevant departments ensuring swift resolution.
• Delivered top-notch customer service whilst handling IT queries.

• Liaised between customers and the company's internal IT department for quicker issue resolution.
• Actively participated in weekly team meetings, resulting in more coordinated efforts among team members.
• Maintained detailed records of all reported incidents and their resolutions for future reference.
• Managed helpdesk queries for efficient and effective resolution.
• Provided first line support to users, facilitating improved productivity levels.
• Conducted routine system checks for maintaining optimal performance levels.
• Prioritised urgent tickets to ensure swift problem resolution.
• Troubleshot hardware problems, reducing downtime significantly.
• Supported remote users via phone or email, ensuring they received timely assistance.
• Answered user questions about hardware and software operation to help resolve problems.
• Organised workspaces for employees with computer, monitors and associated cabling or equipment.

• Supported a network of "Mystery Shoppers" to ensure they could access our online system called prophet
• Designing and publishing surveys for Mystery Shoppers to carry out
• Handled procurement of office hardware (mainly PC's at the time)
• Worked with senior technicians to install new edge switching
• Implemented Cisco Meraki AP's and edge switching
• Managed database systems effectively, ensuring data integrity and access control.
• Collaborated with cross-functional teams for project success.
• Formulated IT policies in line with industry best practices.
• Resolved technical issues swiftly, enhancing user satisfaction.
• Outlined needs to meet end-user requirements.

Temp Position

• Troubleshot network connectivity issues, restoring normal operations quickly.
• Delivered excellent customer service by troubleshooting and resolving technical issues.
• Assisted end-users to enhance their understanding of software applications.
• Installed, maintained, and repaired hardware components, ensuring optimal functionality.
• Maintained IT inventory effectively keeping track of all equipment in use.
• Provided IT support to staff members, improving overall operational efficiency.