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Director of Professional Services

 



Based in:

United Kingdom

Work experience

22 years in employment in full time jobs

Previous jobs

2005 - 2006   --Blank--
Drafted for newly created position to manage technically advanced infrastructure team for company?s growing consultancy division. Collaborated with clients, including major banking, insurance, and public sector concerns, to identify the complex business goals driving their infrastructures and to design, implement, and support solutions to improve such infrastructures.

1. Grounded proposed solutions on ITIL service management methodologies and recommendations.

2. Managed consultant and external provider resources to ensure full coverage and a secure production environment within a reliable and resilient infrastructure.

3. Mediated delicate negotiations with suppliers during both design and implementation phases to ensure uninterrupted, adaptable delivery of solutions that achieved value-for-money.

4. Developed plans for laboratory facilities to support major hardware vendors along the M25 corridor in order to demonstrate viability and cost-effectiveness of proposed solutions within diverse hardware and software environments.
2002 - 2005   Altiris
Expanded technical support team for software developer pioneering the lifecycle model for systems management tools and solutions. By capitalizing on extensive relationships with external partners, established professional services team to deliver technical and managerial guidance on implementing customized lifecycle management tools.

1. Instituted global application of strict 24/7 Service Level Agreements (SLA) and Operational Level Agreements (OLA) to underpin a flexible and responsive technical support organization.

2. Contributed to development of Best Practice and customer engagement models, including the productization of standard service offerings.

3. Coordinated with all business divisions throughout Europe, the Middle East, and Africa (EMEA), the United States (US), and the Asia-Pacific region (APAC) to ensure consistently excellent customer service and achieve (and exceed) profitability targets within diverse and disparate markets.

4. Presented and explained key strategies for global operations to company?s management team, from the CEO down to front-line, customer-facing technicians, to achieve corporate buy-in and acquire sufficient budgetary resources.

5. Increased revenues by more than 100 percent per annum for each of three years.
1998 - 1999   Hilton Computer Strategies
Managed premier training team for leading Microsoft-certified technical training centre to: 1) turn around nine-member department providing premium instruction to corporate clients; and 2) supervise staff administering company?s network, classroom operations, and Web site.

1. Recruitment and Retention ? Assembled expert team to facilitate company?s 40-percent expansion. Reversed employee defections by cultivating community, fostering advancement, and tapping career development opportunities. Concurrently trimmed contract trainer expenses by 50 percent.

2. Budgeting and Profit Building ? Boosted revenues by 35 percent over two years by responding to client requests for customized training. Remedied net losses by consolidating sessions on Exchange 2000 and SMS 2.0 into weeklong, comprehensive classes. Captured regional market for SQL 2000 and advanced AD design instruction through adoption of emerging technologies while still in the beta phase.

3. Curriculum Development ? Revamped course content from a primarily text-based learning model to one emphasizing frontline IT challenges and strategic planning. Encouraged instructors to incorporate material supplemental to Microsoft Official Curriculum course texts.

4. Procurement ? Identified long- and short-term hardware and software upgrades necessary to optimize clients? training experience and company personnel?s support of that experience. Leveraged vendor relationships to snag cost-effective purchase contracts.

5. Delivering top class training in Microsoft technologies including Windows 2000 Administration, Systems Management Server, SQL Server and Active Directory.
1998 - 1999   Shell Services
Evaluated functionality, cost-effectiveness, and potential longevity of competing directory services and systems management solutions for multinational energy company?s core technology arm. Project team selected Active Directory and SMS 2.0 for deployment across organization?s 125,000 desktops. Framed each project?s scope; analyzed its impact on network infrastructure; and scheduled deployment and completion dates.

1. Chaired virtual and face-to-face conferences with inter- and intradepartmental senior management to discuss each project?s feasibility, cost-of-ownership variables, and return-on-investment projections. Fielded feedback ? both negative and positive ? from implementation teams in the trenches.

2. With project team, tested with hands on proof of concept for both deployments through 150-user pilot programs. Rectified instabilities and weaknesses uncovered during pilots to deliver viable products.

3. Drafted cohesive campaign to deliver Active Directory and SMS to offices across the globe with substantially uneven financial resources and different network foundations.

4. Negotiated with parent company in the Netherlands, counterpart team in the United Kingdom, and other regional hubs ? each with culturally individual business styles ? to generate consensus on global systems solutions to company?s directory services and system management challenges.

Education

   Bsc

Skills

Skill Experience Arrow down Level Last used
WordPerfect  5 years professional  5 of 5 2006
Word (Microsoft)  5 years professional  5 of 5 2006
WINS  5 years professional  5 of 5 2006
Windows NT (Microsoft)  5 years professional  5 of 5 2006
Windows Dial-Up Networking  5 years professional  5 of 5 2006
Windows 95/98/ME/XP (Microsoft)  5 years professional  5 of 5 2006
Windows 3.X (Microsoft)  5 years professional  5 of 5 2006
Windows 2000 Server MCP  5 years professional  5 of 5 2006
Windows 2000 Professional MCP  5 years professional  5 of 5 2006
Windows 2000 / XP Pro (Microsoft)  5 years professional  5 of 5 2006
Visio  5 years professional  5 of 5 2006
Training (IT)  5 years professional  5 of 5 2006
Think aloud sessions  5 years professional  5 of 5 2006
Technical Authoring  5 years professional  5 of 5 2006
Technical Analyst  5 years professional  5 of 5 2006
TCP/IP  5 years professional  5 of 5 2006
Systems Analysis  5 years professional  5 of 5 2006
System Management  5 years professional  5 of 5 2006
System Architecture  5 years professional  5 of 5 2006
System administration  5 years professional  5 of 5 2006
Support  5 years professional  5 of 5 2006
Software Management  5 years professional  5 of 5 2006
SMTP  5 years professional  5 of 5 2006
SMS (Microsoft)  5 years professional  5 of 5 2006
SCSI  5 years professional  5 of 5 2006
Sales - software  5 years professional  5 of 5 2006
Sales - Senior Consultant  5 years professional  5 of 5 2006
Sales - projects/solutions  5 years professional  4 of 5 2006
Sales - presale  5 years professional  5 of 5 2006
Sales - Consultant  5 years professional  4 of 5 2006
Sales - business-to-government  5 years professional  4 of 5 2006
Sales - business-to-business  5 years professional  4 of 5 2006
Powerpoint (Microsoft)  5 years professional  5 of 5 2006
PC repair/maintenance (HW)  5 years professional  5 of 5 2006
Office (Microsoft)  5 years professional  5 of 5 2006
ODBC  5 years professional  5 of 5 2006
NT4  5 years professional  5 of 5 2006
Network Engineer  5 years professional  5 of 5 2006
MCSE  5 years professional  5 of 5 2006
MCP  5 years professional  5 of 5 2006
Management Information Systems (MIS)  5 years professional  5 of 5 2006
Management  5 years professional  5 of 5 2006
LAN / Ethernet  5 years professional  5 of 5 2006
IT-strategy  5 years professional  5 of 5 2006
Helpdesk  5 years professional  4 of 5 2006
EMEA  5 years professional  5 of 5 2006
Documentation  5 years professional  5 of 5 2006
DNS  5 years professional  5 of 5 2006
Directory Servers/ LDAP  5 years professional  4 of 5 2006
Consultancy - Requirements Specification  5 years professional  5 of 5 2006
Consultancy - Feasibility Study  5 years professional  5 of 5 2006
Consultancy - Business Analysis  5 years professional  5 of 5 2006
Configuration Management  5 years professional  5 of 5 2006
compTIA  5 years professional  5 of 5 2006
Client/Server  5 years professional  5 of 5 2006
Change Management  5 years professional  5 of 5 2006
Business Manager  5 years professional  5 of 5 2006
Application Deployment  5 years professional  5 of 5 2006
Adobe Acrobat  5 years professional  5 of 5 2006
Active Directory (AD)  5 years professional  5 of 5 2006
VPN  2 years professional  3 of 5 2006
SQL server (Microsoft)  2 years professional  3 of 5 2006
SQL databases  2 years professional  3 of 5 2006
Service Management (ITIL)  2 years professional  3 of 5 2006
Release Management  2 years professional  3 of 5 2006
RDBMS  2 years professional  3 of 5 2006
Project (Microsoft)  2 years professional  3 of 5 2006
Photoshop (Adobe)  2 years professional  3 of 5 2006
Microsoft ISA Server 2000  2 years professional  3 of 5 2006
IPX/SPX  2 years professional  3 of 5 2006
Internet Information Server (Microsoft)  2 years professional  3 of 5 2006
Exchange Server (Microsoft)  2 years professional  3 of 5 2006
Excel (Microsoft)  2 years professional  3 of 5 2006
e-learning  2 years professional  3 of 5 2006
Database administration  2 years professional  3 of 5 2006
Business Continuity  2 years professional  3 of 5 2006
Business Change Management  2 years professional  3 of 5 2006
Business Analysis  2 years professional  3 of 5 2006
Application Integration/EAI  2 years professional  3 of 5 2006
VBscript  1 years professional  2 of 5 2006
Knowledge Management  1 years professional  2 of 5 2006
ISA Server  1 years professional  2 of 5 2006
Intel LANdesk Suite  1 years professional  2 of 5 2006
Wise/MSI    1 of 5 2006
VMware    1 of 5 2006
Novell NetWare    1 of 5 2006
Application Packaging    1 of 5 2006
1 = Lowest level, 5 = Highest level

Language Skills

Language Oral Written
English  5 of 5 5 of 5

Job Type wishes

(chosen marked with Checkmark)

Checkmark Full time
Checkmark Contract/Project/Freelance

Job Category wishes

(chosen marked with Checkmark)

  • checked Education & Training (IT)
  • checked Implementation/Consultant
    • checked BizTalk
    • checked Business Intelligence / Data Warehouse
    • checked CMS Systems
    • checked CRM Systems
    • checked EDI (Electronic Data Interchange)
    • checked ERP In General
    • checked ESDH
    • checked GIS
    • checked IT audits
    • checked IT Strategy
    • checked ITIL / Service Management
    • checked Microsoft Dynamics AX / NAV (Axapta, Financials, etc.)
    • checked Microsoft Dynamics GP (Great Plains)
    • checked Network (LAN / WAN)
    • checked Oracle Forms, Oracle PL, Oracle Developer, etc.
    • checked SAP
    • checked SharePoint
    • checked Telephony / Voice Over IP
  • checked Project Management
    • checked Business Intelligence / Data Warehouse
    • checked ERP in General
    • checked Microsoft Dynamics AX / NAV (Axapta, Financials, etc.)
    • checked Other Project Management Positions
    • checked SAP
    • checked Software- & Web development
    • checked Test / QA
  • checked Sales & Marketing
    • checked Marketing - Offline
    • checked Marketing - Online
    • checked Marketing - Search Engine Optimization (SEO)
    • checked Sales - Business-to-Business
    • checked Sales - Business-to-Government
    • checked Sales - Presales
    • checked Sales - Retail
    • checked Sales - Sales Manager
    • checked Sales - Teamleader
  • checked Senior Management
    • checked CEO
    • checked CTO
    • checked Other Top Management
  • checked System Administration
    • checked Backup
    • checked Citrix
    • checked Exchange
    • checked IT Manager
    • checked ITIL
    • checked Lotus Notes / Lotus Domino
    • checked Mac
    • checked Mainframe
    • checked Networks (LAN /WAN)
    • checked SQL Server
    • checked Storage
    • checked Unix / Linux
    • checked Windows Clients
    • checked Windows Servers

Job Location wishes

(chosen marked with Checkmark)

  • Europe
    • United Kingdom
      • South East
        • checked Kent
        • checked East Sussex
        • checked Hampshire & Isle of Wight
        • checked West Sussex
        • checked Surrey
      • checked Greater London
      • Home Counties
        • checked Berkshire
        • checked Buckinghamshire
        • checked Essex
        • checked Hertfordshire
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