• PRINCE2 Practitioner/ ITIL v3

Driver/Mapping Specialist                                             2015 to 2015           

Representing a World famous Technologycompany on its mission to create a 1st class Mapping solution based in Rome.

§  Part of a small team working together to drive, map and image every publically owned street or parking space in Rome and the Commune of Rome.

§  Sole Responsibility for the maintenance and security of vehicles containing High Value Imaging and Navigational equipment.

§  Management of logistics of Hard Drives containing all the Mapping Data collected to be shipped for processing.

§  Administration and Data Analysis for Daily reporting of Mapping activity.

§  Ownership and troubleshooting of Faults and Incidents in co-operation with an International Support Centre and Field Support Engineers.

§  Travelling at short notice driving across Europe to provide Training and Support.

 Airwave Solutions Ltd                                                    October 2003to December 2013

Airwave designs, builds and operates the largest public safety radio communications network in the world, delivering critical voice and data communications to police, fire and ambulance services as well as local authorities, utilities and transport providers across the UK.

 Network Management Centre Manager                                             2012 to 2013           

Responsible for ensuring continuity of the Airwave communications network for vital public safety services across the UK

§  Liaising extensively with the emergency services and government organisations to ensure uninterrupted radio communications, and to co-ordinate the timely resolution of any problems

§  Managing a team of 9 people, both onsite and remote, engaged in monitoring the Airwave communications network across the UK

§  Liaising with colleagues at the start and end of each shift to ensure a smooth and effective handover including full awareness of all outstanding incidents and issues

§  Assessing and prioritizing incidents in relation to customer impact and public safety, and managing these accordingly working within the Service Level Agreements

§  Identifying more serious incidents and monitoring progress on an hourly basis / escalating them to relevant departments and external public authorities as appropriate

§  Setting up and chairing conference calls for all high-risk/high impact incidents to inform relevant parties and ensure an effective action plan and communication strategy is in place

§  Managing and motivating the team including regular team briefings ,appraisals, performance reviews and development plans

§  Initialisation and coordination of Service Improvement Projects

§  Department Representative and Public Speakerwith presentations at Employee Conferences to increase interdepartmental relations and Wider Teamworking.

§  Supported the International Tenders with Technical and Service Design Knowledge

24×7 Duty Network Engineer                                                                               2006 to 2012

Member of a team engaged in monitoring the performance of the Airwave communications network and resolving any issues to minimize network failures

§   Worked a 12-hour shift pattern and provided flexible cover for special events etc.

§   Monitoredthe national emergency voice and data network

§   Raised incidents of a variety of faults and requests, ensuring full adherence to all relevant service level agreements

§   Systematically assessed and prioritizednew faults against a severity index.

§   Remotely diagnosed faults through multiple channels of enquiry.

§   Jeopardy managed ongoing incidents through escalation to internal and external parties.

§   Identified repetitive faults and liaised with the Problem Management Team to diagnose the root cause and maintain service availability

§   Regularly tested Business continuity procedures within the Network Management Centre.

§   Provided a high level of customer support including an out-of-hours Service Desk

Managed Services Change controller                                                    2005 to 2006

Part of a team of 3 people looking after a specialist customer base that required end-to-end service support.

§   Responsible for Maintenance Agreements with Suppliers, ensuring contractual service levels are reached.

§   Configuring and resolving new orders or faults for Customer equipment.

§   Identifying & Planning Customer requirements; stock control; configuration and on-time delivery.

§   Providing ad-hoc training to new users of equipment and ensuring Governance Security is met with design and implementation of TEA2 Certification for hardware that meets the security credentials.

Service Desk Analyst                                                                                      2003 to 2005

Joined a brand new team, assisting with the set up and implementation of the Service Desk processes. 

§   Ownership; implementation and up-skilling of Fire & Bomb Procedures throughout the service desk.

§   Responsibility over Police; Fire and Ambulance Customers Incidents and Jeopardy management of cases raised to ensure timely progression.

§   Organised team training days at the customer premises to better understand the solutions in place.

Qualifications and Training

PRINCE2 Project Management Practitioner

ITIL Foundation version 3.0

Italian Language C1 Scuola Leonardo da Vinci, Roma

Written : GoodOral : Good

 Technology

Desktop Operating Systems

Microsoft Windows XP – Windows 10 Professional

Server Operating Systems

Microsoft Windows Server 2008 / Windows Terminal Server

Office Software

Office 2010 / 2013 / 365

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