Responsible for project delivery, design, and development of business products and support tooling.

• Improved existing and new tooling;
• Completed approved projects within deadlines;
• Guided and supported engineering teams;
• Acted as a point of escalation for support teams and Full Stack Systems Engineers;
• Worked with external stakeholders to qualify and document new products, both hardware and software.

• Developed analytics tools that identified billing discrepancies, recovering $1.2 million in revenue;
• Developed and created a fully automated test lab using Terraform and Ansible, facilitating both user and automated testing;
• Implemented an end-of-life program for outdated devices, generating an additional $600,000 in annual revenue;
• Automated the deployment and configuration of the Datadog monitoring tool, enabling support teams to update configurations automatically from a set template for additional plugins.

Responsible for the design and development of business products and support tooling.

• Improved business workflows and tooling to provide a more efficient service;
• Independently managed assigned tasks and communicated with task stakeholders;
• Worked closely within the team and with external stakeholders, assisting senior engineers in qualifying and documenting new products, both hardware and software;
• Identified areas of improvement within the team and the larger organisation;
• Designed, engineered, architected and integrated tooling to reduce total costs, support customers, and minimise human error.

• Implemented single-click login for customer devices, saving an average of 15 minutes per device connection;
• Spearheaded the successful migration of the Leeds data center and its clients, resulting in an annual cost reduction of £300,000 for the company;
• Standardized the deployment and management processes of IBM BigFix for efficient patching and configuration management.

Led a team of 15 Windows Engineers, providing 3rd line support to our customer base.

• Guided the professional development of the Windows Engineering team through coaching, mentoring and regular performance reviews;
• Conducted 1-to-1 meetings to provide personalised feedback and set individual growth plans;
• Planning on-call rotas and shift patterns to ensure balanced workloads;
• Fostered a collaborative team environment and encouraged continuous learning and skills development;
• Reported on ticket queues and ensured adherence to SLAs.

• Created a Python and Grafana tool to track stale tickets and closure times, speeding up resolutions and increasing accountability;
• Significantly reduced ticket queue lengths by implementing more efficient ticket management procedures and reporting.
• Under my mentorship, the team ticket latency from 4 weeks to 30 minutes.

Led the technical management of high-value enterprise customers, ensuring optimal solutions and acting as a key point of escalation for critical issues.

• Held overall technical responsibility for several high-value enterprise businesses;
• Collaborated closely with the Account Director and Service Manager to coordinate teams and deliver superior service;
• Tracked and progressed problems and projects to drive continuous improvement;
• Ensured effective communication and alignment with key stakeholders to meet customer expectations and business objectives.

• Retained one of the company's largest customers, preventing their departure and securing an additional £1.2 million in revenue through expanded contracts;
• Delivered a comprehensive CMDB device and relationship mapping, enabling enhanced support and impact analysis;
• Conducted monthly usage analysis to identify potential savings and performance bottlenecks, leading to the discovery and mitigation of a major infrastructure bottleneck;
• Enforced a billing audit to ensure accurate monthly billing for all devices;
• Resolved major issues that were negatively impacting customer performance, significantly improving satisfaction and service delivery;
• Successfully migrated customers from the Leeds based datacenter to a modern, state of the art datacenter in London.

Designed and delivered customer solutions at a principal engineer level, maintained the datacenter, and provided guidance to junior engineers.

• Architected and managed the deployment of customer environments;
• Improved technical documentation and procedures;
• Supported the maintenance and operation of the datacenter.