Business Development Manager/ IT Support Lead
Eurotech ME
Total years of experience :23 years, 2 Months
• Responsible for the generation of new business opportunities, gaining clients trust and building strong relationships via networking.
• Leading sales meetings and discovery workshops with potential clients, generating proposals and presenting bids.
• Performing IT services proposal cost analysis, setting service levels and assisting the Managing Director in bid commercial decisions.
• Dealing with sales inquiries and nurturing them through to contract and delivery.
• Meeting sales targets and winning large contracts (I.E National Air Cargo).
• Customer escalation point for clients - this ultimately includes supporting current clients (i.e. service level management, solving issues, installing software, configuring hardware, etc.)
• Providing technical advice and guidance to customers.
• Supporting colleagues outsourced to Axa on their IT Helpdesk, which provides incident management to 1, 000+ Axa employees in the Middle East.
• Management of UK & Ireland PC deployments (2, 500+ users)
o Involved in the testing and selection of hardware models for each refresh.
o Helped to thoroughly test the software images, provided defect management and assisted in resolving these with 3rd line support.
o Interviewed and engaged contractors, managing them alongside permanent colleagues - this included a termination for poor performance.
o Set up of service levels for partial or full PC Rollouts. All of which were surpassed under my management.
o Responsible for administration, assisting with budgets and dealing with all escalations.
o Management of vendors for the delivery and support of all hardware.
o Responsible for all asset management and the co-ordination of asset disposals, over 1000+ IT KIT for each refresh.
• Creation and delivery of the International Executive Support service
o Responsible for the implementation and on-going management of the International Executive Support for 20+ top tier international executives.
o Negotiated and implemented SLA’s with the in-country Desktop Support and IT Managers - these were met and often surpassed under my management.
o Setup of the Service Desk, which involved the selection of competent engineers, generation and implementation of processes, procedures and measures to manage telephone, e-mail and physical support in all associated countries.
o Setup and deployment of out of hours support, providing blackberry’s and VPN access for out of hour staff, managing ‘on call’ rota and dealing with any escalations.
• Covering UK & Ireland Team Leader/Manger on a regular basis with full DOA.
• Managing the approval of Local Admin Rights.
• Incident triage within the Desktop Support Team.
• Installation & support of all PC Hardware and Software.
• Supporting both Laptop & Desktop PCs running any Microsoft OS with an AD environment.
• Taking weekly stock checks and management.
• Training and mentoring of junior team members.
• International Blackberry Support.
• Production of weekly rota.
• 2nd line Desktop Support to 1000+ Employees
• Hardware/Software Support within a Windows environment
• Installation and support of various mainstream and in-house applications
• Responsible for administration of courier movements and weekly stock checks
• Providing up-to-date documentation for IT Process’ and Procedures
• Logging and keeping track of hardware repairs to Fujitsu Desktops/Laptops
• Logging, assigning, updating and closing calls within a system called Peregrine
• Managing daily backup tape schedule
• Building and configuration of Desktops/Laptops with various Ghost Images
• Testing faulty equipment and liaising with the third party suppliers to rectify issues
• Writing Technical Process’
• 1st/2nd Line Support to over 150 users in base office
• Administrating IT queries and triaging calls to engineers
• Hardware/Software Support within a Windows environment
•Management of Desktop/Laptop configuration in compliance of Y2K for UK and Ireland employees
8 GCSE'S
