Key Skills, Experience and Achievements
- Business & organisational analysis and process reengineering including business and process change, process design and internal & external managed services. Very experienced practitioner implementing ITIL, ISO & BSI compliant processes & procedures. Use of Agile, UML, Calibre, Control, EVM and similar products & techniques.
- Technical Authoring & Knowledge Management Systems and processes from design and development through to end user material, manuals, training material including computer based training (CBT), design and development of document management systems, disaster recovery documentation and online Intranet and Internet systems and content.
- Project and operational management of systems and services rollout dealing with all aspects of planning, strategy, processes, procedures & local work instructions, product assessment, cost/benefit analysis, recruitment, implementation and specialist team management. Use of well established management methodologies and best practice e.g. OGC, Prince2 & ITIL.
- Experienced management of call/contact centre operations, IT Help Desk, Systems Support, Operations Management and Quality Management Systems; Business processes - Change Management, Configuration Management, Asset Management, Backup/Risk Management and Business Continuity planning and Disaster Recovery planning to ISO 9000 standards (including BS27001 and BS20000). Development & management of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), operational stats and reporting.
- Qualified systems analyst (SSADM at University of the West of England)
- Quality management and auditing to ISO 9000 standards
Skill Sets - (Experience as a support engineer/manager/consultant unless otherwise stated)
Management experience
- Engaged by Defra, ACPO(TAM) & the NPIA, the Meteorological Office, Atomic Weapons Establishment, Cable & Wireless, The Security Industry Authority, Cogent Defence & Secure Networks (now part of EADS), '3' (formerly Hutchison 3G), Equant (France Telecom), Cap Gemini, IBM, Intermec and Dolphin Telecommunications. This includes business process analysis, project management, service management consultancy, intranet web design, ISO9000 quality management/auditing and technical authoring
- Team & Project Management of start-up or redevelopment/re-engineering projects. Including system requirements definition & implementation, defining & creating business cases, managing developers, SLAs, 3rd party suppliers, human resources, training and day to day operational management requirements
- Technical, customer and service support management - clerical and technical teams of over 70 people in customer facing environments (Over 10 years of call centre operations and technical support management)
- IT systems support and help desk manager for six years (Novell, NT, Touchline & VAX) including 'hands on' first and second line systems and operational support and special fault investigations (over 800 desks - local & remote access). Experienced electronics diagnostic engineer
- Hosted Application Systems and services. MS Terminal Server & Citrix
- Expertise with leading application software e.g. MS Office i.e. Word, Excel, Access, Visio, PowerPoint, MS Publisher also Business Objects, Lotus Notes, NetObjects Fusion, Dreamweaver, Java and HTML etc.
- PCs Servers, desktops and laptops (various models and configurations first and second line support), modems and sundry printers & peripherals - 1st & 2nd line maintenance & set-up etc. (Including Novell, NT, Windows 3.x, 95, 98, ME, 2000, XP and even CPM!)
- ACD operation and maintenance to component level (Computer Telephony Integrated systems)
- Radio systems (Racal, Marconi, GEC etc.)
- Minis - VAX 6300 series systems management and first line diagnostics. Honeywell level 6 systems - Fault finding to component level
- Z80x and Motorola 68000 VME based systems to component level
- Familiarity with hub and router systems e.g. Decserver 2000 series and Decrouters.
- Programming languages: Pascal, Cobol, MS Basic & assembler. (Varying levels of expertise)
- Experienced with diagnostic tools e.g. LAN analysers, Logic probes, Moving coil meters, Digital meters, Oscilloscopes, Frequency meters etc.
- Magnavox satellite navigation receivers, Armstrong Brown inertial guidance systems, Decca Pulse 8 and Loran C navigation systems
- Various offshore systems including fathometers, sonar systems and data control, data recorders and acquisition systems for seismic surveying (Litton seismic
data acquisition computers – Faultfinding to component level). Bolt International high pressure air control systems
Contracts history
(In traditional ‘most-recent-first’ order.)
Department of Food & Rural Affairs (Defra) – Worcester & Carmarthen
Intensive Action Pilot Area Project
July 2009 – September 2009
Business Process Analyst & Technical Analyst in a small specialist team defining manual and automated processes, business requirements, process mapping, workflow and specialised documentation.
Association of Chief Police Officers (TAM) ISTG – London & Weston-super-Mare
Confidential & Restricted IT Operations
February 2008 – January 2009 (SC Enhanced)
Business & Technical Analyst
Working
within a specialist project team, the Information Services and Technologies Group (ISTG), for ACPO (TAM) providing service improvements for national high speed, high availability information systems and services. My role is to
bridge the ‘gap’ between Business Analysis and Technical Design & Architecture work streams and creating project and technical documentation during design, pilot and implementation rollout stages.
The Met Office
– Exeter, Devon
Confidential & Restricted IT Operations
September 2007 – October 2007 (SC Clearance)
Business Analyst
A short piece of analysis defining high level requirements for upgrade &/or
replacement of hardware and software used by scientific and commercial teams in the production of single site forecasting.
Principally involving interviews and running a stakeholders’ workshop prior to producing a report for the Project Manager.
The Met Office – Exeter, Devon
Confidential & Restricted IT Operations
April 2007 – July 2007 (SC Clearance)
Business Analyst
Business system requirements analysis for the ‘downstream’ impacts following implementation of high performance computer upgrade and storage systems along with projected
improved forecast model resolution. This includes interviewing and liaising with stakeholders. Additionally I undertook a short piece of work defining functional and non-functional requirements for geo-spatial processing and mapping
software used by scientific and commercial teams.
Atomic Weapons Establishment – Aldermaston, Berkshire
Confidential & Restricted IT Operations
December 2006 – April 2007 (SC ’atomic’ Clearance)
Business Analyst, IT Operations & Project Manager, IT Business Readiness
Business process and system requirements analysis in order to develop or redevelop IT based business systems used for organisation-wide confidential &
restricted information systems. This includes defining and implementing new system requirements liaising with the key stakeholders and internal & external suppliers.
I also project managed the IT Operations directorates’
business readiness to receive into operations a major project re-engineering the IT systems. This being a ‘sea change’ moving to Active Directory, Windows 2003, Exchange 2003 & Citrix platforms replacing the majority of
desktop systems and applications delivery across the organisation. Requiring the coordination of AWE & HP Synstar (outsourced) 1st, 2nd & 3rd level operational support teams including knowledge transfer, operational level documentation and process implementation and/or improvements.
The Security Industry Authority (Home Office) – London
Security Licensing, Compliance and Investigation
June 2005 – November 2005 (SC Cleared)
Lead Business Analyst (with copious Technical Authoring) – Approved Contractor Scheme
Similar to my role with The SIA in the previous year (see below Dec 03 to Aug 04), my role was to define business processes and system
requirements to develop automated and manual systems used by the operational teams for the Approved Contractor Scheme managing the deployment of private security operatives.
This included defining and implementing system requirements liaising with the key stakeholders, internal and external 3rd party suppliers.
Cable & Wireless Secure Operations –
Swindon, London & Brentford
Secure Email Network Operations
August 2004 – February 2005 (SC Cleared)
Business Process Analyst and Technical Author - ISO27001(BS7799), BS20000(BS15000) and ITIL v3 processes
and standards
At the launch of a new secure hosted service for the NHS, the Secure Operations team required the implementation and rollout of ISO27001 Data Security and BS20000 IT Service Management processes working to ITIL best
practices. I analysed and mapped process flows to be used by the operational team, gaining ‘buy in’ and operational approval of all stakeholders.
I worked closely with the system developers, IT help desk, secure operations and security teams across geographically separated sites. I also designed and implemented a local intranet web tool and delivered ISO & ITIL training and workshops to all levels of staff.
The Security Industry Authority - Westminster, London
Business Process Analysis, Requirements Specification & Technical Authoring.
January 2004 - August 2004
The SIA has been developed from the Home
Office requirement to licence and regulate the private secuirty industries.
Having joined prior to launch my role involves the devlopment of system requirements, analysing processes, creating and monitoring change requests from the main service provider (BT). In addition I provide local consultancy for the Licence Management team developing manual processes and documentation systems.
Cogent Defence and Security Networks - Newport, South Wales
Quality Management, Business Systems Regeneration, Key Performance Indicators, Intranet Web
Development
June 2003 - January 2004
Business Analysis, Intranet Web Design & Implementation, Quality Systems
Urgent requirement for the rapid design and implementation of an intranet based quality management system
supporting the manufacture of defence related manufacturing projects. I worked within the Business Systems Regeneration (Process Reengineering) team and the Quality Management team, designing and implementing a business wide
intranet. I managed the review and reissue of all QMS documents to meet ISO9000 standards in readiness for BSI auditing. I also provided consultancy for service level agreements and BS15000 (now BS20000) processes relating
to Help Desk and IT support teams. For this role I became SC level security cleared.
Hutchison 3G (Now branded as simply '3') - Maidenhead
Business Processes & Procedures/Intranet Web Development
March 2002 - November 2002
Hutchison are currently launching the first UK 3rd generation mobile phone services. I designed and implemented an Intranet web system for use by customer facing staff in the UK and India call centres. This was specifically to present interactive procedures to customer advisors and credit referrals teams. My delivered systems provide interactive process flow, diagnostics, script delivery and knowledge management. I also provided consultancy to the Business Continuity Project Manager and aided in the development of the call centre processes and procedures.
Equant (France Telecom) - Slough
Knowledge Management, Business Processes & Intranet Web Development
February 2001 - November 2001
Equant's new Global Service Centres in London, Atlanta and Sydney
required a coherent set of processes and procedures arranged in an intuitive structure allowing ease of access and maintenance. Many of the business processes & procedures were developed from scratch after interviewing the
network/system developers, service centre staff and service delivery teams including business continuity plans to ISO9000 & BS7799 (now ISO27001) standards.
TIW Dolphin Telecom - Basingstoke
Process Documentation Management System & ISO 9000 quality standards development
June - November 2000
Technical Author: Documentation, Web & ISO9000 development. Terrestrial Trunked Radio systems. Business Continuity
planning.
Cable & Wireless - Bracknell
Intranet Web/Technical Author/Business Process
January 2000 - April 2000
Technical Author/Consultant for a team within Cable & Wireless called the Business
Transformation Project (BTP). DR & Business continuity planning.
Intermec UK / IBM UK Basingstoke
Technical Author & Quality Manager
February 1999 - October 1999
Technical Author and Documentation Manager covering ISO9000.
Cap Gemini UK plc. Aztec West, Bristol
Service Management Consultant
August 1998 - February 1999
Consultant engaged in analysing
companies’ current I.T. infrastructure and then developing or implementing solutions, improvements and best practice to ISO9000 standards.
Permanent Roles
British Telecommunications plc. (various roles and assignments):
December 1997 to March 1998 - BT’s Global Customer Service Centre, Burnham.
Global
Communications Division’s customer service for International Private Circuits (contracts, faults, provisioning and planned engineering works).
April to December 1997 - BT’s Global Customer Service Centre, Burnham
Burnham
Communications Centre as the Customer Team Manager for the ‘Banking and Commercial’ sector. Team of sixteen.
May 1996 to April 1997 - Information Technology ‘Battle Group’, Bracknell.
Global Communications Division IT
specialist to help set up a ‘High Impact Team’ and sort out service critical support problems.
1994 to May 1996 - BT’s Global Customer Service Centre, Burnham.
Development of quality procedures and I was personally
responsible for the out-of-hours customer service response performance; the Quality Management Systems (QMS); centre-wide recruitment, both technical and clerical, and the management support systems. Many of the systems and
processes I built or wrote from scratch e.g. Local QMS, recruitment, initial training and integration of staff.
1993 to 1994 - BT’s Global Customer Service Centre Burnham.
In addition to my systems support team I
enlarged the engineering team for the increasing demands for technical support of International FeatureNet.
This team also became specialists monitoring the fault repair process for International Private Circuits, Standard Links and other major global & international products and services. I recruited five more engineers into the team at the end of 1995.
1991 to 1993 - BT’s Global Customer Service Centre, Burnham.
I managed the recruitment and creation of a new technical team specifically tasked to carry out special fault investigations for the
International FeatureNet service. I personally set up the system support group’s quality management system along ISO9000 guidelines and we later passed the final BSI audits.
1990 to 1991 - British Telecom International’s International Customer Service Centre
Between June 1990 and March 1991 I was asked to personally set up and manage the
customer service operations for a new high profile virtual private networks product called International FeatureNet (sic). I trained many of the centre staff as well as my own team in the use of the I.T. systems.
1988 to 1990 - BTI’s International Customer Service Centre, Burnham.
Systems Manager for the International Customer Service Centre. The ICSC was set up from scratch by myself and an operational manager. I managed the systems support
team and help desk as well as participating ‘hands-on’ with support and development.
I was personally responsible for the Business Continuity & Disaster Recovery plans which were later ‘battle tested’ during the IRA bombing of Docklands.
1982 to 1988 BTI’s Somerton and Burnham Radio Stations.
I joined
British Telecom International in April 1982 as a radio and electronics technician maintaining HF radio, microwave communication and control systems to component level.
Sefel Geophysical (Offshore undersea exploration) North Sea & North Atlantic
Seismic Technician (Electronics & Engineering)
1980 to 1982
I was
responsible for the management, maintenance and operation of 'state-of-the-art' seismic data acquisition, survey systems and navigation equipment working in coastal waters off Canada and Norway.
References
References are available on request from the following companies:
- Defra - Animal Health
- ACPO (TAM) ISTG
- The Meteorological Office
- The Atomic Weapons Establishment
- The Security Industry Authority
- Cogent Defence and Security Networks
- Hutchison 3g (Now branded as ‘3’)
- British Telecommunications plc.
- Cap Gemini UK plc.
- Intermec UK Ltd.
- Cable & Wireless
- TIW Dolphin Telecom
- Equant (France Telecom)
Contents:
I have more than 25 years of experience in technical and project consultancy engagements spanning intelligence systems, software & hardware development, IT networks, telecommunications, global networks and hosted applications.
I take pride in successfully working with people in all areas of an organisation, talking their language whether highly technical or new front-end user. I have a unique blend of analytical, engineering, managerial and customer facing skills, which has been battle-tested at the sharp end of industry.
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