Tim Stubbs



PROFILEA seasoned, enthusiastic IT professional with strong service support, delivery and project management experience. A ‘hands on’ team leader with outstanding communication, co-ordinating and supervisory skills delivering results through clear direction, informed decision making and personal development. Combines excellent analytical and well developed interpersonal abilities with problem solving skills to meet high demands and tight deadlines.TECHNICAL SKILLSMS Windows OS NT4.0, XP, Vista, 7, 8, 8.1MS Windows Server 2003, 2008, 2012LAN, WAN, TCPIP, Cisco Works, RAS, MS Exchange 2003, 2007, 2010Server Manager, Active Directory, DHCP, DNSNovell Netware, IPX/SPXApple iOS 7, all PDAsMicrosoft Office 97, 2003, 2007, 2010, 2013Application packaging, SMSSQL Server Enterprise ManagerCitrix XenApp, Management ConsoleVMware; VMware Infrastructure Client, VMware Converter, ESXi 5.1Wireless IEEE 802.11b,g,n WEP, WPA, WPA2Unix Scripting, VI EditorAV / Security McAfee VirusScan 8.0Symantec Backup Exec 2012ePO, Symantec Endpoint ManagerLANDesk, GhostBlackberry Manager 4.0 (BES)Backups (Arcserve NETBackup)HP Storage Works (Library and Tape Tools)Terminal Services Manager v5, 6; RDPLotus Notes v5HP, Dell server hardwareAT&T, Cisco, SonicWALL VPNCAREER HISTORYAnnuity Line Ltd.Dec 2011 – PresentIT ManagerManage, support and strategies for all IT and telephony related areas to a financial business of 50+ users using Intel systems with MS W8(.1), W7, XP, Office 2010, 2013, Exchange 2010, .Net framework based web portals in a Server 2008 R2 environment. All strategic hardware is HP.Manage and maintain telephone system (50 SIPP trunks, Splicecom) ensuring all calls are recorded and permanently archived and instantly accessible.Hands on support for all day to day IT and telephony issues, office moves, new starters. Maintain business relationships with 3rd parties for major IT projects and implementations.Key AchievementsBrand name change; Managed name and phone number changes for the whole business.Thorough documentation of all IT processes and procedures.With the Operations Director, create a plan for IT underpinning of proposed future business expansion – recommendations for virtualisation, increased redundancy and disaster recovery – all to within extreme strict budget. Plans formally agreed over three phases.Implementation of above – phase one; Highlight and secure 3rd party partner (Kelway), procure and install h/w (expand HPc7000 enclosure), install VMWare ESXi 5.1, Symantec Backup Exec 2012, propose, configure and implement robust backup strategy, test and document.Manage (with 3rd party Virgin Media) installation of 10Mb backup fibre into the building.Implementation and maintenance of site wide CCTV system.Self UnlimitedApr 2011 – Dec 2011IT Support and Trainer (assistant manager)2nd and 3rd line support to countrywide business – a charity supporting adults with learning difficulties - supporting over 1000 employees countrywide with a comprehensive variety of hardware, software and OS. Including site visits and remote support (LogMeIn).Key AchievementsImplementation, configuration, rollout and training of brand new web based care management software system. Over 1000 employees full personal details in an online database (from paper based). Over 100 new users trained in online rotaring, HR and client database (from largely paper based systems and non-IT personnel). 100% successful completion of rollout / training project within strict time frame.CRB checked and passed.Established business agreements with several independent and chain hotels resulting in savings of over ?1000 (in my employ) with future discounts in place.AB AgriApr 2009 – Sept 2010PC and Infrastructure Support Analyst2nd and 3rd line support to all business units, specialising in VIP support. Including remote support to satellite sites, home users and overseas (Russia, China).Key AchievementsConducted multiple site surveys (150+) personnel, providing 100% accurate data facilitating major upgrade / standardisation project.Substitute for IS Services Manager in matters of escalated issues (severity 1 + 2) maintaining communications at all levels including Senior Management, coordinating with the application team for speedy resolution.Introduced and documented use of VPN client (AT&T) incorporating GINA (Graphical identification and Authentication) to improve support to overseas personnel.Bakkav?rMay 2007 – Dec 2008Technical Delivery (Project) Analyst (3rd line)(Feb - Dec 2008)Technical solutions and delivery, technical projects – acquired businesses integrations and major company wide upgrades and rollouts. Provide advice and deliver 3rd line support.Key Achievements:Delivered project to outsource Email security (AV and Anti SPAM) to hosted managed service, including determining provider, price negotiation, rollout, documentation and handover (to support team). Ran lesson’s learnt review so that project management procedures could be improved.Project managed site (acquired business) integration desktop rollout (150+ devices), PCs built to business standard, incorporating ad hoc applications, in conjunction with data restructure with minimum impact to production.Technical Support Analyst (2nd/3rd line)(May 2007 – Jan 2008)Support Europe wide business (20,000 employees in 66 factories) by remote admin and site visits. Backup administration, antivirus and telephony/Blackberry(BES) issues were included.Key Achievements:Substitute for Service Delivery Manager and/or Technical Support Team Leader in matters of escalated issues (severity 1 + 2) maintaining communications at all levels including Senior Management, coordinating across teams and 3rd parties for swift resolution.Managed and documented invaluable input into company adoption of ITIL practices.Secondment to Application Support Team primarily to examine and improve communication across support teams resulting in greater focus on customer service.Project managed physical incorporation of dept. of 10 to a non-integrated site. Over seeing technical solution, liaising with managers, company IT and 3rd partiesCountrywide SurveyorsAug 2006 – Feb 2007Support Analyst (2nd Line) (Contract)Support 600+ surveyors using tablet PCs (MS XP Tablet edition and bespoke applications), 112 live offices with 300+ staff using various PC h/w, s/w and Operating Systems (DOS to MS XP), Novell Netware inc. servers. Utilising remote control s/w. Backup administration.Key Achievements:Substitute for Service Delivery Manager and/or Technical Support Team Leader in matters of escalated issues (severity 1 + 2) maintaining communications at all levels including Senior Management, coordinating across teams and 3rd parties for swift resolution.Analyzed existing systems and practices. Created documentation and procedures for supporting and administering tablet, laptop and desktop PCs and both Novell and Windows servers. The result of this was proven improved support infrastructure.Electrocomponents Feb 1985 – May 2006Team Leader IT Support Prince2(2002 to 2006)Promoted to lead a team of up to 10, providing support for any desktop computer related issues to 3000+ staff in the UK, Europe and across other global sites. This includes:- Hardware and Software issuesPCs (1800+)Laptops (150 Sales; 100 other)Applications (300+)PeripheralsMainframe terminals and peripheralsNetwork issues (LAN/WAN)AntiVirus & Security FirewallsPrioritised, investigated and scheduled escalated issues reported by the Service Desk (1st line) to resolve within SLAs (Service Level Agreements).Assisted the Service Desk in organising adequate support to handle all enquiries regarding reported issues.Successfully assisted in the correct interpretation and allocation of ambiguous issues.Coordinated project work where desktop equipment is involved for all UK operations.Technical Change Board Member, responsible for agreeing and approving major IT changes.Key Achievements:Global Technology Refresh (GTR) project: Project managed UK wide desktop roll out of XP to 2.5k devices with zero non compliances and consistently excellent feedback, to strict deadlines and within a ?2.5m budget.Core business system change from IBM mainframe to SAPManaged all desktop issues of a multi-year project to convert core systems from IBM mainframe to PC based SAP including: Managed a 100+ person office refurbishment and relocation from a site in France with 100% functionality and 100% positive feedback. Project managed the building and installation of 12 separate training areas with a total of 156 PCs to meet stringent time deadlines.Sales force laptop refreshProject led upgrade of 200+ UK wide field sales team laptops to new model laptops, new OS and associated applications resulting in a 24 hour turnaround and excellent feedback.Site-wide office refurbishmentProject managed all IT elements of office building overhaul to ensure 100+ heads at a time were decamped and relocated within extremely tight deadlines, resulting in 100% success, no disruption to normal business and commendation from senior executives.Establishment of disaster recovery (DR) contingencyDevised, planned and implemented IT population of DR site by knowledgeable and confident supervision. Instigated and supervised subsequent DR test scenarios always with 100% success resulting in well established DR procedures.Incorporation of ITIL standardsSuccessfully led implementation of ITIL practices affecting 2000+ end users resulting in measurably improved service and support levels.Approved all Major IT changes UK wide as part of the Technical Change Board ensuring zero adverse effects. Team Member IT Support (1998 to 2002)Worked with the Service Support Manager to provide 2nd and 3rd line support to the organisation as detailed above.Tested and scripted 200+ applications for Y2K readiness with 100% success while also coordinating normal business support priorities.Team Member IT Helpdesk (1995 to 1998)Provided 1st, 2nd line support for 2000 networked PC’s worldwide, working to SLA agreements. Logged 100% and resolved 90% of calls made to the Helpdesk (c. <1000 calls per week).Managed and resolved calls on every IT related issue across all platforms from PC related problems through to Mainframe printers/controllers.Worked in partnership with 3rd party internal/external support.100% accuracy required logging issues and their resolution for future reference.Initiated, designed and established IT helpdesk supporting 2000+ PC and Mainframe users, responding to 250+ calls a day with 90% first time resolution.Drafted, negotiated and implemented stringent 1st line support SLAs for a dedicated helpdesk team of 12 resulting in SLAs being consistently met and extremely positive business wide puter / Senior Computer Operator (1988 to 1995)Monitored Mainframe and Unix Online systems, ran Batch Suite programs. Batch job scheduling, error correcting and rescheduling. Maintenance of Backup systems. Ran and coordinated Disaster Recovery routines.Warehouse Operative & Office Roles (1985 to 1988)PROFESSIONAL DEVELOPMENTXP: Supporting users running the MS XP OS. Sep 2005.XP: Supporting users running applications on the MS XP OS. Sep 2005.Kepner Tregoe Problem Analysis, Risk Assessment, Decision Making Oct 2003.ITIL Fundamentals – IT Service Management Foundation Jan 2003.NEBSM Certificate of Supervisory Management, Nottingham University 1998.Windows NT 4.0 Administration Sept 1998Windows NT 4.0 User Administration May 1998.EDUCATIONStamford School, Stamford, Lincs. 2 A levels Mathematics, Economics.St. Edmunds College, Nr Ware11 O levelsInc. Mathematics and English.PERSONAL DETAILSAddress:7, Market Place,Home Tel:01832 272326Oundle, Mobile Tel:07747 042180Peterborough, PE8 4BAEmail:timstubbs@Date of Birth: 15/5/1966.Age 48Interests / Activities:Football, tennis, county walking, music, films and reading. ................
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