James Buller
SC Cleared | Certified IT Professinal
Swansea,W Glam
Summary
Experienced Information Technology Manager well-versed in infrastructure, security planning and daily operations management. Forward-thinking and strategic leader with 15+ years of experience in Information Technology. Recognized for cost-effective system improvements, operational streamlining and positive leadership style, obtained Security Clearance to Ministry Of Defense standard.
Overview
19
19
years of professional experience
Work History
ICT Infrastructure Engineer
Arvato Bertelsmann
Swansea
03.2022 - Current
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Worked flexible hours across night, weekend and holiday shifts.
- Prepared variety of different written communications, reports and documents.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Conducted research, gathered information from multiple sources and presented results.
- Developed team communications and information for meetings.
- Collaborated with team members to achieve target results.
IT Manager
Seminar Components UK Limited
Swansea
09.2015 - 03.2022
- Guided organisational technology strategy.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.
- Communicated with executive team and Directors to maximize development efficiencies and resolve technology issues.
- Maintaining the network & VOIP systems & Implementing upgrades for the Network.
- Managing servers, layer 3 switches, advanced firewalls and all laptops, desktops and printers.
- Reviewing IT policies & creating Department specific documentation and processes.
- Liaising with 3rd Parties regarding Hardware Procurement / Infrastructure changes.
- Overseeing any Network changes.
- Administration of New Starters / leavers.
- Implementing software solutions for staff.
- Managing IT Department invoices & expenditures.
- Designing and building business reports on critical ERP information.
- Maintaining all business IT based projects and cataloging change management.
- Document processes, changes, requirements and progress reports amongst others.
- Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN
Deputy Support Team Leader
CGI UK LTD
Bridgend
01.2014 - 09.2015
- My role at CGI is a senior technical analyst on the service desk as well as being the deputy service desk team leader
- I spent 6 weeks at the client site gathering knowledge
- Whilst in this role my duties include creating work instructions and developing a knowledge base of these and working as part of the project management group / team to implement the best ways to put these changes into effect and being a point of contact for service delivery managers, providing coaching through one to one sessions, tracking and reporting on team performance, handling escalations, covering for the team leader when possible, monitoring my own performance statistics and taking action where necessary to achieve a range of targets and KPIs (e.g
- Adherence, quality, average call handling time, wrap time (after call handling time), first time resolution)
- I also spent 6 weeks at the client site gathering knowledge.
IT Services Support Specialist
Dezrez Services Limited
Swansea
01.2013 - 01.2014
- My duties at Dezrez consist of the ability to communicate with agents from our client base in a courteously and timely manner, in relation to incidents and service requests relevant to them, to maintain effectiveness on the phone throughout the day, while taking high volume of inbound calls from customers and simultaneously using the computer systems, to learn and keep up-to-date with a broad range of information including technical product knowledge, systems knowledge, pricing information and performance statistics, to provide a high quality service to each customer, adapting the information provided to provide the best solution for each customer,t
- Install the software, upgrading clients machines to local SQL databases and other technical issues so that the software can run efficiently on their pcs and to take full ownership of own performance, monitoring own performance statistics and taking action where necessary to achieve a range of targets and KPIs (e.g
- Adherence, quality, average call handling time, wrap time (after call handling time), first time resolution).
One I.T. Solutions Ltd
Swansea
01.2011 - 01.2012
- My role at One I.T
- Solutions was a main company partner and chief engineer
- We set up and maintained company computer networks and critical data management for businesses in South wales
- My main role was to liaise with the clients every need based on the type of support contract they had with the company and design and maintain their computer systems / software and network
- I have also designed information delivery systems through excel as a ‘dashboard’ or real time business overview empowering the ‘client’ to make split second business decisions without the need to waste time contacting over departments.
Technical Account Manager
Conduit, Sky and Vodafone
Cardiff
01.2008 - 01.2011
- Service representative and sales adviser has allowed me to learn how to profile customer’s needs and understand how the products I sell can benefit them and the other people within the household
- My role within the team has succeeded that of just a sales advisor as now I am required to assist members of my team with technical issues and also asked on occasion to cover my team while my manager is away, I have also been into a seconded role with the training department where I have picked up many valuable skills.
JD Wetherspoons
Swansea
01.2007 - 01.2009
- During my time at this employment I had several roles
- I migrated from a fully trained and valued member of the bar team through cross training and taking up a position covering both the bar and the kitchen
- During this period I spent 8 months in the kitchen side of the business when a member of the team left and my duties included, cooking food to JD Weatherspoon’s standard and maintaining target cook times of 8 minutes and below, other duties such as cleaning and accepting deliveries was also part of normal weekly activities, on the bar I also handled cash and have been asked to be a stand in supervisor where necessary.
Diagnostics Advisor
British Telecom, Diagnostics
Swansea
01.2004 - 01.2007
- Within Broadband Assurance involved giving full support to Team Managers with complaints and escalations, and proactively coaching to help with new processes, and to ensure they were followed correctly
- I am flexible in business and personal sense to ensure targets are met
- I also ran complex diagnostics on an ADSL circuit to identify problems and make sure they were fixed to an acceptable standard, whether that be dispatching an engineer or communicating with another department, and making sure the customer was happy with the result
- Experience
- Olunteer work with the British Trust for Conservation Volunteers.
Education
BSc Degree - Computer Sciences, ICT
Swansea College, Science
A’ Levels - English and Mathematics
Skills
Documentation and reporting
Infrastructure development
Budget administration
Requirements analysis
Security planning
Analytical and Critical Thinking
Problem-Solving
Training and Development
Organization and Time Management
Teamwork and Collaboration
Technical infrastructure upgrades
Timeline
ICT Infrastructure Engineer
Arvato Bertelsmann
03.2022 - Current
IT Manager
Seminar Components UK Limited
09.2015 - 03.2022
Deputy Support Team Leader
CGI UK LTD
01.2014 - 09.2015
IT Services Support Specialist
Dezrez Services Limited
01.2013 - 01.2014
One I.T. Solutions Ltd
01.2011 - 01.2012
Technical Account Manager
Conduit, Sky and Vodafone
01.2008 - 01.2011
JD Wetherspoons
01.2007 - 01.2009
Diagnostics Advisor
British Telecom, Diagnostics
01.2004 - 01.2007
BSc Degree - Computer Sciences, ICT
Swansea College, Science