Daniel Gellard
Wrangle,Lincolnshire
Summary
Head of technical with extensive experience in Office 365, Windows workstations, and Windows server environments, including virtualization. Proficient in managing diverse infrastructures with multiple firewall and network vendors. Expertise in VoIP and hosted telephony platforms, including Horizon, WHC, Evolve IP, 3CX, NEC, and Avaya. Proven track record in deploying connectivity solutions, ensuring reliable network access, and leading technical teams in service delivery and escalation management.
Overview
13
13
years of professional experience
Work History
Head of Technical
Cyb3rSolutions Ltd
Nazeing, Essex
10.2022 - Current
- Acted as an 3rd line escalation point for IT, VoIP, connectivity, cybersecurity, and hardware issues for both customer base and internal IT.
- Supported maintenance schedules for technical solutions to ensure reliable internal and customer services.
- Helped maintain internal IT systems and security in line with industry certifications.
- Monitored team performance and developed improvement plans through regular meetings and reviews to enhance team effectiveness.
- Maintained relationships with vendors to secure timely support during onboarding of new products.
- Participated in pre-sales processes and headed up the service delivery team to ensure projects are delivered to customers. This includes IT, VoIP, Connectivity and Cyber Security.
- Assisted with order processing for new services for internal and customer use.
- Performed site surveys and customer installations, including data cabling and workstation deployment, as well as network equipment installation and server deployment.
Technical Support Manager
Direct Market Services / Toople PLC
Bishops Stortford, Hertfordshire
04.2015 - 10.2022
- Managed support team, focusing on individual performance and development to improve team capabilities.
- Implemented and managed technical support processes and procedures to enhance service delivery.
- Managed support ticket queue, prioritised and escalated tickets, and ensured proper resolution.
- Provide technical support for connectivity services such as FTTC, ethernet, MPLS and 4G solutions. This includes configuration and ongoing support of routers, firewalls and other network equipment.
- Supported and set up multiple leading VoIP platforms, ensuring seamless integration and customer satisfaction.
- Provide input into the pre-sales process and act as a lead on support and service issues.
- Participated in meetings with customers and resellers to discuss products and address concerns.
- Work alongside the managing director & head of sales to ensure we are bringing the latest and greatest products to our customers and resellers.
- Raising orders for connectivity, WLR and VoIP platforms. Including customer updates, installation and aftercare support.
Second line support
Coms Plc
London
01.2014 - 03.2015
- Diagnosed and resolved VoIP issues on Porta one platform to ensure smooth communication services.
- Maintained and supported SIP trunk set-up and troubleshooting to optimise connectivity.
- Conducted diagnostics for business networks to identify and address technical issues, enhancing operational reliability.
- Maintaining and assisting firewall set-up / issues.
- Ensure day to day running of the Porta Platform.
First line support
CloudXL
Basildon
08.2013 - 01.2014
- Provided support for Mitel, Asterisk, and Avaya phone systems, ensuring timely resolution of user issues.
- Diagnosed and resolved system faults, minimising downtime and improving overall service reliability.
- Configured hunt groups, auto attendants, and voicemail systems to enhance communication efficiency.
- Setting up handsets.
- Conducted site installations for phone systems, ensuring proper setup and functionality.
- Installed and supported SIP trunks.
- Raised line/broadband faults to providers.
Education
BTEC IT National Diploma Level 3
South East Essex College
Basildon01-2013
Gable Hall School
Corringham01-2011
Skills
- VoIP and firewall management
- Networking and WAN expertise
- Network configuration
- Cybersecurity compliance
- Technical troubleshooting
- Workstation and server support
- Service desk leadership
- Project management skills
- Performance monitoring
- Process improvement strategies
- Technical documentation
- Escalation handling
- Decision making
- Relationship management
- Team leadership
References
References available on request
Personal Information
Hobbies: Cooking, Computers
Timeline
Head of Technical
Cyb3rSolutions Ltd
10.2022 - Current
Technical Support Manager
Direct Market Services / Toople PLC
04.2015 - 10.2022
Second line support
Coms Plc
01.2014 - 03.2015
First line support
CloudXL
08.2013 - 01.2014
BTEC IT National Diploma Level 3
South East Essex College
Gable Hall School