Timothy Hartridge

• Oversee ICT operations across multiple UK depots, ensuring seamless infrastructure performance.
• Lead and mentor a team of Two IT Support Analysts, setting KPIs and objectives.
• Manage IT infrastructure, including VMware servers, Veeam backups, firewalls, Cisco Switches, Cisco APs, VoIP systems, and the Office 365 suite.
• Implemented HALO ITSM system, defining KPIs and exceeding service benchmarks.
• Achieved Cyber Essentials certification, enhancing security posture.
• Optimized IT budget forecasting, reducing costs by leveraging existing Microsoft 365 licenses.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.

• Provide IT infrastructure support across multiple sites, ensuring 99.9% uptime.
• Collaborate with HERMA Germany HQ to align UK IT standards with global policies.
• Spearhead system updates and security enhancements, improving operational efficiency.
• Developed customised Scripts and electronic documents to automate tasks and reduce the need for hardcopies by up to 60%.
• Maintain LAN/WAN networks, servers, and business applications (SAP, Office 365, VMware).

Diagnosed and resolved 1st, 2nd, and 3rd line IT issues within SLA/KPI targets contributing to team SLA Success of 97%

• Led mentoring programs for junior helpdesk staff and apprentices.
• Managed ticket allocations and escalations, ensuring efficient workflow.
• Provided Office 365 administration, Active Directory management, and network troubleshooting.
• Collaborated with team members to develop new strategies for improving help desk processes.
• Implemented Helpdesk Champion Initiative where Helpdesk staff become technical champions for select customers, working collaboratively with Technical Account Managers.

• Managed a team of five IT support technicians, conducting training and performance reviews.
• Oversaw £250,000 IT budget, ensuring cost-effective upgrades and replacements.
• Provided statistical analysis of helpdesk calls and KPI reports to senior management.

• Hardware and Software support of all School IT and Bespoke Systems, including Microsoft and Apple Computers, printers and network equipment.
• Primary Systems Administrator, maintaining all User accounts, network shares and permissions etc.
• Ensure PC/laptops are configured (Imaged via SCCM) and ready for use for new starters.
• Support with account creation to ensure new staff have access to all required software, shared drives, email folders and group mails.
• Day to day use of Active Directory, DHCP and Microsoft Exchange Administration including Office 365.
• Responsible for Monitoring College Backups using Symantec.
• Mitel IP Phone Configuration, administration and support.
• Lead in implementing a new Wireless Exams Laptop Setup.