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Work Background
PurpleProject Manager
Jun. 2021 - Jan. 2025In my role as a Project Manager at Purple, I successfully led the implementation of SaaS solutions across many verticals including healthcare, conferencing and exhibition, sporting arenas, shopping, education and public organizations in the Europe and North America. I collaborated with cross-functional teams to ensure seamless digital solution adoption, resolving technical challenges and enhancing system interoperability within healthcare environments.
• Customer Onboarding & Stakeholder Management
• Requirements Gathering & System Configuration
• Project Planning, Risk Management & Compliance
• API Integration & SSO Implementation
• Cross-Functional Team Coordination
• Customer Training & Adoption Strategies
• PRINCE2 & Project Management Methodologies
• Data Privacy & Security Governance (GDPR)
FCS Computer ServicesProfessional Services Engineer
Dec. 2015 - Mar. 2021Swindon, United KingdomI have been serving as project management and installation for EMEA region of overall FCS products. I am proactively spearheading and managing project from Pre-installation, setup configuration, Go Live, and customer signoff of FCS products within EMEA region. Leading and delivering 2nd line support as well as maintain customers systems such as Property Management System (PMS). I have been supervising and updating Jira/Confluence to support team and sharing knowledge efficiently as well as overseeing and delivering exceptional assistance to sales team by resolving pre-sales queries and provide best practice for customer installations. Steering and installing server configuration/patching to mitigate threats. I have been proficiently leading and delivering exceptional product training to end users for increasing productivity. Performing operation manager's duties as per requirements for operational excellence.
• Established and managed professional relationship with customers to enhance customer loyalty.
• Installed / configured MS SQL, MySQL, and SQL based applications to recover large amount of records from database.
• Increased customer satisfaction and retention by leading and collaborating with 3rd party vendors on customer site.
Maclean Data Comms LtdIT Infrastructure Consultant
Jul. 2014 - Dec. 2015While working as "Consultant Infrastructure Support Engineer" I have been directing and collaborating with 3rd party vendors, managers, directors, and users for informed decision-making. I was actively supervising and managing IT equipment, loan, and purchase as well as monitored software licensing management. I have been proficiently overseeing Internet Information Services (IIS) management of web based applications to improve performance and reduce memory footprint.
• Administered server backups by utilising Symantec Backup Exec 2012 and Acronis 11.5.
• Planned and established mobile computing devices for streamlining business process. Led and managed administration server farm based on Server 2003, 2008 & 2012 R2.
Sanctuary GroupClient Infrastructure Technician - Application Support
Mar. 2012 - Jul. 2014Worcester, United KingdomI have been proactively spearheading and contributing as a part of desktop/application support team, including three support engineers in managing user base for more than 1200 individuals across England and Scotland. I was proficiently administering and supporting video conferencing systems across group, including managing new/amended bookings and troubleshooting issues. I was proactively leading and troubleshooting CITRIX thin clients, VPN devices, and legacy 2 factor authentication for remote working. I was activelly supervising and managing Helpdesk on entire group software by delivering 3rd line assistance. Overseeing BES administration and supporting in Blackberry device setup as well managed IT equipment. I am proactively steering / monitoring Mobile Devise Management (MDM) setup/development of Mobile Computing devices for group, including iPad/iPhone, Android devices, Windows based smart devices/tablets, and PDA devices.
• Led and supported group software through SCCM and manual installation.
• Facilitated group housing officers by delivering rollout of mobile working devices.
• Formulated and modified technical documents/procedures for improving quality and productivity.
• Directed, tested, and provided exceptional training of Sanctuary Connect VPN laptop rollout to users across the group.
• Managed all facets of project management from desktop support/provided recommendation for process improvement.
• Led and participated in two big IT migration projects resulting in acquisitions of tenants first in Aberdeen, Cosmopolitan, CDHT in Liverpool and Chester.
InterCallIT Support Engineer
Nov. 2006 - Mar. 2012While working at "Intercall Conferencing Services Europe Ltd" I have been proactively acting as a part of team, including two support engineers in Gloucester and within a team of five support engineers Europe-wide and supervised user base of over 500 individuals across Europe and Canada. I have been proficiently overseeing and maintained connectivity of VPN, TCP/IP, and FTP. Supervising and maintaining user accounts by utilising AD and CA provisioning manager alongside setup Blackberry users through BES and configured desk phones using Intertel session manager. I have been leading and monitoring overall software related queries regarding general productivity software and operating systems, including MS products, Citrix, CA antivirus, and Bespoke software such as accounting packages and communication bridge software
• Established and implemented login script for an EMEA wide project.
• Assisted Satellite European Offices through telephone and remote desktop sharing software.
• Improved local internal users experience by identifying and resolving issues over the phone, messaging, Service Desk Requests, and face-to-face scenario, while local user base up to EMEA managing director level.
• Overhauled and configured all hardware including laptops/desktops, printers, monitors, AV hardware and telephones such as Desk and Mobile/Blackberry as well as cable and switch installation.
MPLEXTechnical Support/Desktop Technician - MPLEX.com
Dec. 2004 - Mar. 2006Portadown, Northern IrelandSole responsibility of the technical department for the store. • Gained extensive experience in all current Microsoft Operating Systems including Windows 95, 98, 2000 and Millennium Edition, Windows XP and Windows 64bit OS.
• Fault diagnosis and resolution using diagnosis tools including Boot Utilities (to diagnose Hard disk problems), Prime 95 (to diagnose problems with Motherboards, Memory and CPU’s).
Achievements - • In just over 1 year I have progressed from Junior Technician to Acting Store Manager and Head Technician.
• Have built up a good reputation as a technician in Portadown and the surrounding areas.
• Been given responsibility for training new members of staff, both sales and technicians.
MPLEXActing Store Manager PC Support Technician
Dec. 2004 - Mar. 2006Portadown, Northern IrelandManaging the daily running of a shop and also the sole responsibility of the technical department for the store. Duties include: • Banking associated to the shop including the end of day cashing up and key holder responsibilities.
• Administrative duties on the EPoS system including:
• Stock replenishment duties, and the necessary paperwork i.e. Purchase Orders and Invoices
• The daily and weekly reports for the shop, including Profit and Loss reports, VAT and Analysis reports and Sales and Refund reports.
Armagh College of Further and Higher EducationICT Technician
Aug. 2002 - Aug. 2004Armagh, Northern IrelandMain Duties included: • Setting up new computer systems and peripherals linked to the Windows NT network and Server 2003, maintaining, repairing and/or replacing damaged components and peripherals, installing new software and rebuilding computers. • Provided support both in a face to face and phone to all levels of staff and students throughout the colleges’ numerous sites located around Armagh with various problems both Hardware and Software related. • Gained experience with Windows Server NT, Server 2000 and Server 2003 and also with Microsoft Exchange Server NT and Server 2003.
• I had administrative duties on the colleges’ numerous servers constantly changing and maintaining data and software and the user accounts on the servers.
Achievements - • Gained experience communicating with people of all levels and capabilities and helping them with their computer needs.
• Set up first wireless network using 20 laptops and 2 printers and used them for outsourced classes for which I was in charge of all the equipment.
• Completed and Certified in Implementing MS Windows 2000 Professional and Server.
Fujitsu Services LimitedCustomer Service Representative/ Helpdesk - Fujitsu Services
Feb. 2002 - Aug. 2002BelfastContract/Temp My role in Fujitsu was to receive fault calls from Service Contract Customers, which included the Education and Library Boards for Northern Ireland.
Main Duties included:
• Logged the calls using Peregrine Logging Software.
• Determined faults as being either First Line, meaning I could solve the customer problem for them, or as Second/Third Line, where I escalated the fault to a specialist team for resolution
• Agreed Service Agreement times with the customer depending on the severity of the problem.
Achievements:
• Learned about SLA’s and their importance within organizations.
• First experience of IT support in a working environment
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