Ian Davies

Management of a team of 1st and 2nd level support technicians in the provision of IT Support

• Operationally lead a Service Desk Team of 11 Service Desk Analysts • Internal stakeholder relationship management across IT organisation • Provide input in to Problem and Change Processes • External relationship management with business organisation leadership teams • Hierarchical Escalation point • Reporting on KPI’s, CSF’s and SLA’s

Co-Founder and Operator of Western Australia's first Bitcoin Exchange

I have previously held the position of 3rd Lieutenant for the period 2012 - 2014 Responsible for suppressing fires in rural areas in bushland and on agricultural properties

• Operationally lead a Service Desk Team of 18 Service Desk Analysts • Internal stakeholder relationship management across IT organisation • External relationship management with business organisation leadership teams • Dealing with Escalated Calls • Reporting on KPI’s, CSF’s and SLA’s • Executive support to CEO, CFO and GM of Water Corporation

Assisting the Manager End User Facilties to run a team of 2nd Level Field Service Engineers. Acting as Manager EUF in their abscence. Financial Reporting SLA, KPI and KRA reporting Escalation point for technical support and customer experience issues.

Leading a team of 1st level analysts in to support the 2500 staff across APAC As SLM process owner, defining and implementation of a SLM Process Responsibilities: • Manage and lead the Service Desk function • Ownership of All Incidents and Service Requests • Customer relationship management • Dealing with Escalated Calls • Reporting on KPI’s, CSF’s and SLA’s

I ran and owned KandI Mart. An online retailer of computer hardware. We provided custom built systems for gaming enthusiasts.

Initially joining as a IT Infrastructure Support Technician for a year i quickly moved into the the IT Infrastructure Support Co-ordinator role, where i was for 2 years. I ran the 2nd level Desktop support team operationally day-to-day as well as providing support to our existing user base. With the merger of BT and Asgard the role has changed to a Senior Desktop Analyst (Desktop Support). Provided local supervision and mentoring of other Desktop Support staff.

Leading a team of Deployment engineers migrating 200 assets and users to the organisations Windows 7 SOE from Windows Vista. Duties include:- Stakeholder Engagement Engineer Management Reporting on SLA's and KPI's Deployment Planning Physical Deployments

Providing Pre- Sales Support Primary and First point of call contact for all customers Technical support Solution Design

Providing 2nd Level support to the internal users of an IBM site of 3000 staff. Was also part of the IBM internal Linux Desktop Beta.

Defending the British Isles and her Allies. Joined as a private in the Military Intelligence Corps

Route management for international freight to West Africa Quotations and Sales of Freight to West Africa Completion of Export Documentation and Air waybills Inspection of cargo Customer Service

Processing of Orders from Customers Quotations of Import of Live Tropical Fish Multi-drop delivery of Live Tropical Fish Collection of Live Tropical Fish imports from Heathrow Airport Hand Courier AOG parts across Europe Quotations for "Aircraft on Ground" urgent shipments Import and Export documentation

Delivering an Supporting a Turn Key National ID card solution to the Kuwaiti Government. Day to Day support of the productin system, working on key upgrades and new features to the infratructure and developing applications to support the delivery process.

Sales support to the Sales team. Updating internal ordering system with correct product detail and pricing. Liasing with suppliers on new products.

Workshop Management Systems Engineering Hosting Services Retail Sales LAN Gaming Night Managemen

As senior engineer i was the escalation point of all support processes within the Support Workshop. Duties included: Break Fix of Computer Software and Hardware Hardware / Sftware Pre and Post Sales Support On-Site technical Support Remote Technical Support Retail Sales Cash Handling Procurement