Joe Coupe
South Normanton,Derbyshire
Summary
Operational management expert with extensive experience in remote team leadership, focusing on performance monitoring and management. Proficient in IT infrastructure and team onboarding, ensuring seamless integration and operational efficiency. Strong communicator dedicated to enhancing customer service and driving organizational success through innovative strategies.
Overview
6
6
years of post-secondary education
12
12
years of professional experience
Work history
Operations Team Leader
RDS Big Data
Derby, Derbyshire
2026.01 - Current
- Streamlined operations steps to reduce delays and remove wasted effort.
- Monitored team performance and delivered constructive feedback when required.
- Identified improvement areas to strengthen operational effectiveness and consistency.
- Prioritised workload to optimise resource use across the team.
- Collaborated with department leads to keep workflows smooth across functions.
- Allocated resources through planning and structured scheduling.
- Reviewed process compliance regularly and flagged gaps for quick fixes.
- Led daily operations meetings to improve communication and teamwork.
- Produced monthly reports covering challenges, wins, and next actions.
- Supervised 8 staff by managing training and development since January 2026.
- Trained new hires and set mentoring relationships to support performance.
- Managed annual leave lateness and review cycles for the teams.
- Managed the sales process and helped with quoting.
Senior Support Analyst
RDS Global
Derby, Derbyshire
2022.12 - 2026.01
- Configured new hardware and software installations to optimise system functionality.
- Analysed system logs regularly to spot potential issues before escalation.
- Developed comprehensive documentation covering IT department standard operating procedures.
- Facilitated training sessions that improved the team’s technical proficiency.
- Enhanced business operations through software updates and routine maintenance.
- Collaborated with management to guide strategic decisions on IT infrastructure.
- Maintained up-to-date knowledge of emerging technologies in a competitive market.
- Took ownership of the personal queue, resolving issues or escalating appropriately.
- Troubleshot operating system hardware and software problems to find root causes.
- Troubleshot and resolved complex networking issues to boost system performance.
- Managed software configurations to maintain stability and optimum performance.
- Applied new understanding of emerging technologies to stay ahead.
IT Assistant Manager
Global Brands
Chesterfield, Derbyshire
2021.07 - 2022.12
- Coordinated system upgrades to reduce disruption for end users across sites.
- Supported employees with technical troubleshooting to cut system downtime risks.
- Coordinated with department heads to deliver cross-functional project work smoothly.
- Built relationships with external IT partners and service providers for delivery.
- Performed regular system backups to maintain secure data integrity.
- Procured IT equipment and ordered required items for each site.
- Looked after multiple sites by resolving on-site IT issues promptly.
2nd Line Support Technician
RDS Global
Derby, Derbyshire
2018.07 - 2021.07
- Created troubleshooting guides for common issues to speed problem-solving.
- Applied strategies to use computer resources efficiently and reduce costs.
- Resolved technical issues to keep workflow running smoothly.
- Provided IT support for 4000 users.
- Delivered reliable, high-quality technical support to 100 users daily.
- Maintained a 97.5% feedback score rating through consistent service.
- Handled escalations from the first-line team quickly and professionally.
- Trained college students during office visits as part of a programme.
- Attended sites for new PC rollouts to set up equipment.
1st Line Support Technician
RDS Global
Derby, Derbyshire
2014.04 - 2018.07
- Handled incoming call requests and routed enquiries to the helpdesk queue.
- Logged tickets accurately and tracked each issue through resolution.
- Logged emails promptly and progressed service requests to completion.
Education
Diploma of Higher Education - Information Technology
NiTP
Derby 2014.01 - 2015.01
GCSEs - School
Alfreton Grange Arts College
Alfreton 2008.09 - 2013.06
Skills
- Performance monitoring and management
- Team onboarding
- IT infrastructure
- Customer service
- Communication skills
- Operational management
- Remote team leadership
Affiliations
- Watching Live Football
- Gaming
- Dog Walking
- Fixing old machines
Timeline
Operations Team Leader
RDS Big Data
2026.01 - Current
Senior Support Analyst
RDS Global
2022.12 - 2026.01
IT Assistant Manager
Global Brands
2021.07 - 2022.12
2nd Line Support Technician
RDS Global
2018.07 - 2021.07
1st Line Support Technician
RDS Global
2014.04 - 2018.07
Diploma of Higher Education - Information Technology
NiTP
2014.01 - 2015.01
GCSEs - School
Alfreton Grange Arts College
2008.09 - 2013.06