Richard James Toby

Head of IT - April 2015 to present

• Ability to conduct research into IT issues and to take the organization to the next level of IT capability.
• Responsible for IT direction of group of companies and a user base fluctuating as high as 300.
• Management professional, IT infrastructure, operations all matched with a comprehensive technical background (e.g., IT, Business development Logistics, etc.)
• Ensure integrity of enterprise is maintained at all times by means for AV/Backup and monitoring solutions.
• Work to identify best of breed technologies & cloud-based services, and implement them to reduce cost and improve service. Implemented encrypted endpoints, remote backups and security access control.
• Direct and lead server, network and support teams to manage corporate infrastructure.
• Responsible for maintaining security and access control for the integrity of applications/data.
• Knowledge and understanding of information technology operations, responsibilities, processes, and procedures.
• Administer and maintain telephone switch and PABX, fleet of blackberry devices and configuration ensuring configuration for business requirements.
• Responsible concurrently for multiple roles, ICT Management/Logistics and operations.
• Plan, design, document, and implement systems to include servers, network equipment, and software applications.
• Plan and assist in installation of new methods, policies, processes, and/or procedures, providing instruction and technical assistance to

Mar 2013 - Mar 2015
• Hands-on experience running mission-critical IT operations across multiple locations (Iraq, Kurdistan, Afghan, Sudan, Libya, Somalia) austere environments, use of cloud-based solutions paramount to operations.
• Leadership spectrum from technical architecture to exec business interaction.
• Able to critically think to solve complex problems with no established precedence while balancing risk, speed, accuracy, and embracing pace over perfection.
• Strong communication skills and presence to speak with impact, influence outcomes, simplify complex topics into actionable recommendations for decision-making.
• Responsible to respond rapidly to changing technology and apply leading-edge technology to business needs.
• Ability to plan and direct technology efforts to improve operational efficiency, service delivery, and information management across all lines of business and technology platforms.

Jul 2010 - Mar 2013
• IT projects executed according to Plan and as per defined standards
• Evaluation of new technology innovation projects and present (includes feasibility and cost/benefit analysis)
• Ensure appropriate DCR & BC plans are up to date and tested every year to enable continuous and smooth IT operations in- austere environments, across (GCC, Iraq, Kurdistan and Iraq)
• Running logistical operations in Kurdistan for several months, dual role IT & Operations manager
• Ensure 100% compliance with audit governance (ISO 9001, 27001) .
• Coordinate the development of implementation plans and procedures to ensure that business-critical services are recovered in a security event.

ServiceDesk & Support Service manager
(Redundant due to restructuring) January 2009 - July 2010
• Manage the support service teams across all aspects of the business.
• mentor team members to create an ever-improving, tight team that work and grow together
• Proven experience building a service-oriented organization and driving or promoting a service delivery model.
• Migration, Maintenance & Implementation for client and technology teams, Responsible for Migration, Maintenance & Implementation
• all IT incident requests are dealt with according to pre-agreed procedures
• Arrange implementation of solutions and preventative measures to improve overall performance
• Communicate with management about system issues faced by business users to improve overall performance
• Create reports on business service level agreement targets and communicate these reports for further analysis

Desktop & Service Desk Manager at the British Library - May 2003 -December 2008

• Established strong relationships with business leaders, inter-department peer groups, and team members to ensure the successful delivery of services
• Manage multiple teams of resources to deliver IT services, desktop and service desk functions, (10 engineers) across large enterprise; providing 1st, 2nd and 3rd line support across multiple sites.
• Implementation of McAfee Endpoint Encryption (Safe Boot) across all mobile fleet (150 laptops)
• Ensure incidents/requests are dealt with efficiently and effectively in line with agreed SLA's.
• Manage deployment of PCs and associated peripherals including new installations and the redeployment of existing equipment
• Manage the planning, design, documentation, and implementation of various systems including PC's, servers, network equipment, and software applications.
• Negotiate supplier contracts, ensure value for money on procurement, maintain budget.

Service Delivery Manager at XKO Networks - June 2000 -January 2003

• Manager of a team of engineers ensuring projects, installation and consultancy were dealt with in a swift and efficient manner.
• Manage external vendors with regards to repair Queries/technical support.
• Provide weekly management reports on the statistics of incident response and fix rates
• Manage the Technical Services team to deliver to agreed levels of service consistently within budget and in line with the sales team projections, provide emergency on-call 24/7 support.

Project Installation Consultant at XKO (formerly Silicon Valley) - November 1999 -May 2000

• Manage projects and technical consultancy for work covering server, network and support; remote management of onsite technicians, meeting SLA's for business units.
• Supporting and implementing desktop, servers, e-mail systems. LAN/WAN based networking, antivirus, Backup and solutions.
• Monitor team responses to incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements.
• Experience of hardware and software of major manufacturers, Microsoft, Novel, Cisco, VPN, Citrix and remote working technologies - Dell/HP/Compaq/IBM.

IT Support Manager at Silicon Valley Services - June 1996 - October 1999

• Recruitment, management, mentoring of staff, Identify and provide additional support team training to ensure that support is given in a consistent manner.
• responsible for maintaining service level agreements for customers, for contracted services
• Plan and authorize training requirements for team, based on performance and business requirements.
• Coordinate and manage internal / external technical support teams, manage design and implementation projects, ensure customer satisfaction.
• Implement improvements to product service delivery; ensure a one stop shop for the client.
• Identify and lead service improvement and cost reduction/efficiency initiatives; design, develop and maintain service delivery.
• Creating diagrams and written instructions to repair a fault or set up a system.
• Liaise with logistics and support teams as required to effectively deliver product support.
• Monitor staff performances against projects, time scales, and appropriate skill levels are maintained.
• Provide technical solutions and support to customers and staff as required.
• Manage external vendors with regards to repair Queries/technical support.
• Reporting on a weekly basis, against KPI and SLAs, management report statistics of response and fix rates.
• Diagnose configure, test and repair computer hardware, software and associated peripheral devices. Provide technical support to customers and staff when necessary.
• Manage service management database SQL.
• Liaise with 3rd party vendors with regards to repair queries/technical support.
• Document products and work instructions; compile service reports for clients and management.


• Implemented asset inventory management using ITSM Service desk.
• Implementation of server infrastructure (AD/DB/Mail/File), implementation CAT6 topology.
• Managed ERP implementation optimization project - MS Great Plains/eFreight CRM
• Responsible for all IT Projects for a group of 5 companies.
• Designed refresh imaging stations for on mass deployments.
• Developing client relationships with business units, at the highest level
• Staff management across multiple locations.
• Implementation of McAfee Endpoint Encryption (Safe Boot) across all mobile fleet (150 laptops)
• IT refresh project for BL, 250 machines replaced over a weekend, with myself and team.
• Stationed in multiple in-austere locations for operations.
• Manage day to day function of the unit, problem solving and crisis management
• Implemented new remote management functionality to increase productivity and workload visibility
• Consistently achieved all targets for the company each year within budget.