Dave Cooper
HINDLEY,United Kingdom
Summary
Motivated Manager with excellent business acumen and broad experience across IT and operations roles. Highly adaptable and self-motivated leader with proven ability to manage diverse stakeholders. Offers strong analysis and innovation to identify solutions to challenging problems. Collaborative team player with excellent interpersonal, communication and conflict resolution skills.
Overview
37
37
years of professional experience
Work history
Programm Manager
Telmar
09.2022 - Current
- Managing all SalesForce Projects
- Management of a small team of Salesforce Developers
- Jira sprint Management
- SalesForce administration
- Management of external consultants.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Supported business development activities and onboarded new clients to grow revenues.
- Designed and implemented flexible solutions to aid business efficiency and drive process improvements.
- Liaised with stakeholders on product change requests and reviews to evaluate impact on planning and schedules.
- Identified and drove improvements to optimise return on investment without adding risk or disruption to processes.
European IT Manager
Telmar
11.2017 - 09.2022
- Telmar is a worldwide market research company providing market research information via its web apps to many well known companies
- Managing all aspects of the IT infrastructure including setting and maintaining IT standards and vendor liaison
- Project planning and implementation of all IT projects within the business
- Management of outsourced support
- Meeting with senior managers and to accommodate future business needs
- Analyzing the company's IT needs and investigating ways to improve the standard of the company's IT services
- Financial forecasting of support and all services
- Improving global strategy,
- Design and development of the enterprise network and services
- Reviewing, updating and testing of the disaster recovery plan
- Backup and capacity management
- Hands on with all technical aspects of the environment including the Windows, Citrix, and AWS
- Achievements
- Hands-on migration of the datacenter to AWS
- Implementation of Hubspot, SalesForce
- Migration from Hubspot to SalesForce
- Integrating Salesforce with NetSuite.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Aided senior leadership by recommending corrective actions and improvements to company operations.
IT Support Manager
Metroline, ComfortDelGro
12.2014 - 11.2017
- ComfortDelGro is a transport company operating worldwide, based in Singapore with a multi-billion turnover
- Its UKsubsidiary runs bus \ taxi services in London, Edinburgh, Aberdeen, Manchester, Liverpool and Birmingham
- Leading, organizing and managing a team of IT staff, including hiring, training, evaluation, guidance, disciplineand discharge
- Management responsibility for incidents and problem resolutions, providing single point of management,communication and decision escalation points for the IT operation
- Applying past experiences from ITIL driven operations to transform current IT ways of working in line with asuitable level of best practice including standard operating procedures, ensuring the appropriate level ofdocumentation, training and enforcement of key processes
- Meeting with key users \ Managers \ Directors to accommodate future business needs
- Achievements
- Restructured the entire support desk offering to ensure it services the business more fully
- Working with the business to implement ITIL from the ground up
- Document all new helpdesk processes to fit within the ISO 90001 framework.
IT Team Lead
London United Busways LTD, RATPDev
03.2005 - 12.2014
- RATP is a transport company operating worldwide, based in France with a multi-billion turnover
- Its UK subsidiary runsbus services in London, Bournemouth, Bath and the tram network in Manchester
- Responsibilities
- Hands on with all technical aspects of the environment 1st to 3rd line
- Monitor and mentor a team of four to ensure continued customer service is provided in line with maintenanceagreements and to maintain good levels of customer satisfaction
- Provide Problem Management support and an escalation point for queries which have not been resolved by theteam and ensure all customer contact is recorded and responded to appropriately
- Support over 1500 users over multiple UK wide sites
- Meeting with Managers \ Operational Managers \ Directors to accommodate future business needs
- Deputise as the Head of IT on their absence
- Backup and capacity management
- Design and development of the enterprise network and services
- Actively monitoring the network for possible issues, with the use of various enterprise network tools
- Project planning and implementation of all IT projects within the business
- Constantly analysing of the company's IT needs and ways to improve the standard of the company's IT services
- Reviewing, updating and testing of the disaster recovery plan
- Managing all aspects of the IT infrastructure from setting and maintaining of standards, vendor liaison, upgradesand customisation
- Management of the Citrix and VM environment
- User management and system backup maintenance of the SQL 2008 and OpenSco (Unix) services
- Achievements
- Full back-end hardware refresh
- Project planning and the implementation of VMWare 5
- Project planning and the implementation of XenApp 7.5
- Project planning and the implementation of Airwatch
- Disaster Recovery procedures
- Defining ITIL usage within the support environment
- Migrating from NT4 to 2003 and then to 2012.
IT Manager
DVC Sales
Maidenhead, Windsor and Maidenhead
11.2003 - 03.2005
- Managed team of IT support technicians, developing workflows and processes.
- Acted as first point of contact for hardware and software troubleshooting queries.
- Spearheaded new IT training and development programmes to boost employee retention.
- Directed installation and configuration of computer hardware, operating systems and applications.
- Oversaw execution of IT projects from inception to execution.
- Identified and recommended cost-effective technology solutions.
- Implemented network security policies and performed audits, leading to reduction in security breaches.
- Liaised with third parties to purchase end user equipment as necessary.
- Aligned IT strategy with business needs, prioritising value for money, security and contractual requirements.
- Collaborated with project engineers to roll out, manage, or patch software.
- Tested and administered disaster recovery plans for different systems.
IT Manager
DVC Sales
07.1999 - 11.2003
- DVCSales is a B2B company specializing in marketing for companies like Nestle, Britvic and Sony with a multimillionturnover
- Supporting 1300+ users
- Supporting of the Windows 2003 Server environment, incorporating AD, SQL, IIS, IAS, DNS, RADIUS, RAS, DFS,
- SAGE, Telephone Exchange, Firewalls and Email (1000+ mail boxes)
- Managing a team of ten support staff
- Reviewing, updating and testing of the disaster recovery plan,
- IT induction training of all new managers in Windows Xp, RAS, Outlook, Word and Excel etc
- Liaising with internal customers to continually improve business processes and create a customer service cultureto raise the profile of IT across the business
- Managing all aspects of the IT infrastructure from setting and maintaining of standards, vendor liaison, upgradesand customisation
- Implementing and maintaining Projects through their lifecycle
- Reporting to heads of departments with a forecast of possible problems and the solutions
- Achievements
- Successfully moving the whole IT infrastructure from Maidenhead to Holyport, with minimal disruption to thoseneeding support
- Reorganizing the helpdesk and support structure to best accommodate the company's every changing needs
- Implementing formal helpdesk policies and procedures
- Defining SLA's and OLA's.
Armed Forces
Army
London
07.1986 - 11.1999
- Coordinated team training exercises to comply with organisational standards.
- Applied military procedures and regulations for maximum compliance.
- Instructed staff to perform smooth military operations.
Skills
- Commercial awareness
- Systems and automation applications
- Programme oversight
- Project budgeting
- Operations oversight
- Change management
- PRINCE2 project management
Timeline
Programm Manager
Telmar
09.2022 - Current
European IT Manager
Telmar
11.2017 - 09.2022
IT Support Manager
Metroline, ComfortDelGro
12.2014 - 11.2017
IT Team Lead
London United Busways LTD, RATPDev
03.2005 - 12.2014
IT Manager
DVC Sales
11.2003 - 03.2005
IT Manager
DVC Sales
07.1999 - 11.2003
Armed Forces
Army
07.1986 - 11.1999
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