With a decade of experience I have established myself as trusted advisor for Web filtering, Network Design and Shooting, Project Management and Incident Resolution at the highest levels.
This has primarily been for customer environments of up to 400,000+ users and ARRs up to 1M GBP.
Through my career I have:
- Provided technical leadership and operational excellence.
- Provided pre and post sales technical services.
- Developed service management processes.
- Solution design and delivery for user bases in excess of 400,000 users and 1M£ ARR.
- Technical and non-technical mentoring to 1st, 2nd, and 3’rd line technicians.
- Performed major incident and large project management to the Governmental sectors.
- Provided technical descriptions and explanations to C-Suite Leaders across healthcare, Governmental and Education Sectors.
My technical skills encompass Linux and network troubleshooting across WAN infrastructures, VPNs, and Cloud environments.
NPPV 3 Vetted(Lapsed)
NSPCC Child Protection for School Governors and Trustees (2.0) – 2023
Experience:
Securly: Senior EMEA Engineer: Current
As a Senior EMEA Engineer I have been involved in large scale customer onboardings of 100+ Schools via MSP Lead generation. Designing and standardising deployment models and Implementations.
Developed the UK Support model for the UK and EMEA Region.
Acted as a dedicated Sales Engineer providing scoping, design and deployment from Generated leads to support hand-off.
Maintained Personal CSAT Scores of 98+%
- Pre and Post Sales EMEA SME.
- Solution Design, Deployment and Optimization.
- Relationship Management.(MSPs, Partners, Channel)
- Stakeholder Management (Internal and External)..
- Product Training(Internal and External).
- Facilitating Employee Onboardings.
- Compliance and Risk (Government/Safeguarding).
- QA and bug assessment(Discovery, Confirmation and QA).
- 3rd Line Technical Resource.
- Operations and Project Management (Support, Sales)
- Internal Process Optimization(Zendesk).
- SDM Duties, Case reviews, Training KPIs.
Smoothwall: 2017 – 2022:
Performed major incident management, datacentre architecture and stake-holder management for our council and LEA customers with significate userbases adhering to the customers timeframes and risk profiles.
I was the SME, escalation point and a primary point of contact for all technical issues for the service desk. Through this I have been responsible for technical and non-technical deliverables for C level executives.
Became a recognized escalation point for both technical and nontechnical issues on the service desk as well providing consultation and pre-sales for AM, BDRs where required.
I was responsible for the roll out and initial delivery of new service desk tools and On-call ROTA for the EMEA support team.
Trained multiple members of Smoothwall Technical Support staff. Some who have stayed with the company and some who, as a result of my training, have progressed quickly to bigger and better futures.
Articulated and defined the first two weeks of training for new starters from 1st to 3rdline as well as developing the in-house change control management processes.
- C-Suite stakeholder management.
- Project management(Governmental).
- Process and Service Optimization (SoP, Compliance, KPIs).
- Pre/Post Sales SME.
- Network Design and Delivery.(LAN/WAN, VPN, VLAN, Load balancing)
- Trouble-shooting (Linux, Proxies, Networking, Cloud(Azure/GWS), VPNs, DHCP, DNS, IPv4 and IPv6)
- Cross-team collaboration (Sales and DevOps, Product).
- Team leadership and training.
- F5, Loadbancer.org Tshooting
Egton/EMIS: Service Desk Analyst:2016 – 2017
Providing technical support for GP practices and gyms in British territories my responsibilities included administering domains and virtualized systems and liaising with in-house and 3rd parties. I also provided support for bespoke applications, RSA VPNs, Cisco Meraki, Cisco AnyConnect and a Linux based media management system while also monitoring and configuring Symantec backup systems and providing assistance to other colleagues as an escalation point.