Paul Everett
Chandler's Ford,United Kingdom
Summary
IT Operations Manager | IT Project Delivery | IT Supplier Management | Data Analytics
Highly-skilled IT Operations Manager with extensive experience managing information and communications technology. Adept at assessing and implementing optimal and cost-effective technologies for improved operational systems. Accomplished planner with exceptional team leadership abilities to expertly direct high-performing ICT teams.
Overview
23
23
years of professional experience
1
1
Certification
Work History
IT Operations Manager
Checkatrade
Portsmouth, Hampshire
08.2020 - 04.2023
- Project planned, executed and delivered the in-sourcing of the entire IT function from the previous Managed Service Provider (MSP) ahead of schedule
- Created the an entire department, growing the internal IT Team from 1 to 10 people to provide technical support to 650 members of staff
- Negotiated cost-efficient prices with new and existing vendors for systems and services to reduce renewals by up to 25%
- Slashed the annual licensing budget by over £100,000
- Implemented new ITSM solutions, policies, procedures and KPI's improving ticket response times by 50%
- Implemented new desk booking system and ran the project to re-cabled and re-provisioned 450 desks ahead of schedule to ensure staff could return to the office post-pandemic for hybrid working
- Analysed system and software requirements to meet operational needs.
- Handled, transferred and processed data within legal and company guidelines.
- Created Business Continuity and Disaster Recovery Plans for ICT services.
- Reviewed and improved ICT infrastructure to address system quality issues improving systems up-time from 80% to 95%
- Implemented call handling solution & on-call rotas
- Recruited, trained and managed IT teams to continually meet service user needs.
- Sourced new and emerging technologies to optimise information services and meeting the ever evolving business needs
Application Support Manager
Checkatrade
Portsmouth, Hampshire
06.2019 - 08.2020
- Responsible for Internal CRM Support & Bug Resolution, ensuring stakeholders were kept updated, championing their issues faced to provide traction and timely resolution and 360 feedback
- Deployed a contact centre solution to over 250 members of staff
- Completed Service Reviews with the MSP ensuring they were held accountable and were meeting agreed SLA's
- Provided hands on IT support to staff at the Portsmouth office
Senior Support Engineer
Ultracomms
Portsmouth, Hampshire
04.2012 - 04.2019
- Provided 1st / 2nd line dialler support to external clients, including being available for out of hours Category 1 faults 98 hours a month
- Executed all duties in full compliance of company policy and quality assurance processes.
- Tracked service request activity using Fresh Service IT Service Management System to handle up to 30 incident and service requests daily.
- Performed post-resolution follow-ups to ensure telephony / database and server problems were resolved to standard testing methodologies.
- Team Lead for the Support Team and SME point of contact for escalation
- Completed client performance reviews and environment monitoring
- Customer liaison for application issues and bug resolution
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Distilled complex technical information into easily digestible instructions for end-users.
- Tracked computer system and network performance to identify root causes of issues.
Support Engineer
Ultracomms
Fareham, Hampshire
01.2008 - 04.2012
- Analysed support tickets and current performance against Service Level Agreements (SLAs) and internal targets to generate insights for management.
- Translated common questions into real improvements to user-facing documentation, guides and examples.
- Troubleshooted and analysed issues as Subject Matter Expert (SME) and escalation point.
- Monitored, investigated and reported maintenance issues and telephony alerts, applying windows server and ISDN expertise to resolve problems with maximum efficiency.
IT Support Technician
Liz Earl
Ryde, Isle of Wight
11.2007 - 01.2008
IT Support Engineer
Bottomline Technologies
Andover, Hampshire
10.2006 - 08.2007
Network Administrator
NHS Professionals
Hedge End, Hampshire
06.2003 - 09.2006
IT Support Technician
Fareham Borough Council
Fareham, Hampshire
12.2002 - 04.2003
Trainee IT Systems Engineer
Comau Estil
Luton, Central Bedfordshire
06.2000 - 09.2001
Education
BSc (Hons) - Information and Computing
University of Loughborough
Leicestershire 04.2001 -
Skills
- People Management
- Communication
- Conflict Resolution
- Time Management
- Problem Solving
- Vendor Management
- Stakeholder Management
- Cost benefit analysis reporting
- ITOM Solution
- SolarWinds
- VOIP proficient
- Technology road maps
- Data management
- Telephony systems
- IT budget and cost control
- Microsoft Teams
- Office 365
- Documentation and reporting
- IT security and networking
Interests
Hiking, Photography, Golf
Certification
- ITIL Foundation v4
Timeline
IT Operations Manager
Checkatrade
08.2020 - 04.2023
Application Support Manager
Checkatrade
06.2019 - 08.2020
Senior Support Engineer
Ultracomms
04.2012 - 04.2019
Support Engineer
Ultracomms
01.2008 - 04.2012
IT Support Technician
Liz Earl
11.2007 - 01.2008
IT Support Engineer
Bottomline Technologies
10.2006 - 08.2007
Network Administrator
NHS Professionals
06.2003 - 09.2006
IT Support Technician
Fareham Borough Council
12.2002 - 04.2003
BSc (Hons) - Information and Computing
University of Loughborough
04.2001 -
Trainee IT Systems Engineer
Comau Estil
06.2000 - 09.2001
- ITIL Foundation v4
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