JOSEPH GRAHAM

Additionally to the Systems Manager role below:

• People Management: managing various people in different professions, from Technology to Project Managers. Achieved an apprenticeship in Leadership during this time.
• Budgeting and Negotiation: Part-owner of a technology budget, working with finance and legal teams to ensure contracts were reviewed, signed, and renewed in a timely manner. Leading negotiations with third parties during the procurement process to ensure value for money.
• Lead Technology Business Partner for multiple corporate departments.
• Project Management: technical lead and applying formal project management on a number of large-scale projects, and technology global rollouts.

Key Projects - SharePoint Storage Reduction and Strategy., Global Rollout of Intranet to all City Football Group Clubs, Resource Request and Training Request using Power Platform

• Primary Administrator for multiple systems for the group: SharePoint, DocuSign, SalesForce, Finance (PTX), Contract Management (Repstor), Safeguarding (Clue), Procurement (WaxDigital/Medius), PR/Communications (SapJam/Interact/Meltwater).
• Develop and support multiple Power Platform solutions.
• Assisting in procurement, implementation, and rollout of systems across the corporate estate.
• Stakeholder Management: one of two technological contacts for multiple departments. Providing support, understanding issues, and gathering requirements in order to provide suitable solutions where necessary.
• Security: Assisting with InfoSec assessments and implementing Single Sign-On for all procured solutions.

• Remote and Desktop Support
• Undertaking, managing and delivering varied technical projects/solutions
• Event Support - proactively ensuring the IT aspects are functionally working prior to the Event, reacting to incidents during and post-event to avoid further instances
• Providing support to peers in all aspects of the roll to ensure as a team we succeed and provide the best possible service to users across CFG.

• Managing 8 employees in multiple locations
• My main responsibility was the general running and improvement of the Service Desk whilst still providing remote/deskside technical support when required
• Producing SLA Performance based reports on a weekly basis for Management and the Customer
• Weekly Individual Performance Review/Team Meetings.

• Working to SLA's and Targets set by the Client
• Remote and Deskside technical support
• Building relationships, liaising and escalating with both the Customer, 2nd Line and External Teams.

• Managing a small IT Service team of 2 Engineers
• Introducing and implementing the ITIL Service Framework/ITIL Transition Framework
• While continuing to undertake responsibilities of my previous position.

• MS SQL Support to Business Critical System
• Troubleshooting, resolving or escalating issues to the developer
• Meeting with New/Existing Customers to understand how to integrate their systems with ours and working with the developer to ensure integration is as expected
• Process mapping and creating User and Technical documentation for the system
• Whilst providing IT Support for Entire ICT Infrastructure.