Andrew Froud

• Daily support of IT Infrastructure, including, Esx host Servers, Citrix environment, Storage Area Network, virtualized servers, Active Directory, Exchange 2016, ERP System, data security and installation of hardware.
• Documentation of IT systems and procedure writing. Improved Understanding of IT within business at Management level
• Rationalized installed base to leverage cost savings and deliver enhanced support
• Responsible for 3 staff members.
• Formulation of IT Strategy and financial budgets.
• Responsible for 2nd and 3rd line support, internal IT projects and installation of hardware (Switches, desktops, laptops and printers).
• Liaison with external support companies.
• Guided organizational technology strategy and roadmaps
• Supported phone, photocopier, fax machine and other physical equipment
• Oversaw IT department operations and training
• Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends
• Managed network and system performance, conducting troubleshooting, security patching and maintenance
• Wrote policy, procedure and manuals governing internal IT use
• Coordinated ongoing technical training and personal development classes for staff members
• Played key role in on-going network design, refresh and optimization to keep pace with company growth
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation
• Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose

• Owner of small Hotel and restaurant in Black Forest.
• Financially successful
• Designed and developed English Garden
• Started online business selling David Austin
• Starting a business from scratch was a very good learning experience, teaching me that every decision has to have a business benefit that is quantifiable
• I was able to see how to define your product so that it meets customers needs and this helped me understand fit for purpose development
• By changing the business model, 100% efficiency was achieved by reducing staffing costs and maximising revenue

• Working with care providers for adults with disabilities, providing desktop technical support across United Kingdom.
• Ensuring that staff had access to systems providing care plans and education for people with disabilities
• Created procedures to standardize installations and reduce installation time by 500%
• Wrote access database to manage stock levels to ensure availability of parts when needed
• Communication with fellow staff members and clients (Fitzroy provides home for people with learning disabilities)
• Imaged hard drives for use in standardized system deployments running various operating systems.
• Integrated standardized installation policies which streamlined efforts and shortened task completion times.
• Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Managed use of various types of databases and configured, installed and upgraded new ones.
• Customized software, hardware and network configurations based on customer needs.
• Oversaw development and maintenance of organization computer systems and intranet.

• Providing support to doctor’s surgeries across a wide rural area, installing desktop PCs, printers and installing medical system software.
• Developed good working relationships with Practice Managers, ensuring 100% availability of consulting rooms
• Inspected third-party equipment installations to verify correct and consistent operations performance.
• Completed accurate and impactful system problem identification reports (SPIRs) to aid in future projects and repairs.
• Imaged hard drives for use in standardized system deployments running operating systems ranging from Windows 95 to WindowsXP.
• Provided technical support support to third parties while enacting permanent and non-permanent changes to system parameters and hardware configurations
• Integrated standardized installation policies which streamlined efforts and shortened task completion times
• Customized software, hardware and network configurations based on customer needs.
• Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Managed use of various types of databases and configured, installed and upgraded new ones.

• Leading team of 17 IT staff, supporting 30 servers, 1000 Desktop PCs and 70 printers across 4 geographical locations.
• Management of staff, formulation and management of projects, rationalization of services.
• Familiar with disciplinary process, staff appraisals, staff recruitment and conflict resolution.
• Selected and rolled out global ERP system to 36 counties
• Improved network performance by 100% and thereby, User experience
• Consolidated installed base, thereby reducing support costs
• Managed IT and business project teams and selection and roll-out of global ERP System
• Tracked KPIs and created continuous improvement plans
• Analyzed and developed service goals for in-bound call center
• Developed and implemented training initiatives for new hires
• Managed customer contact center with 35 support representatives
• Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth operations
• Tracked KPIs and created continuous improvement plans.
• Analyzed and developed service goals for in-bound call center.
• Managed customer contact center with support representatives.
• Reduced workflow inconsistencies by recruiting and hiring capable staff members.
• Supervised and performed human resource management functions for subordinates.
• Supervised site investigations, reported issues and escalated those that required further assistance.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

• Responsible for installation and support of AIX Unix server and MRP system running on Unix, Installation and configuration of MRP Software, management of internal network and running of helpdesk.
• Guided organizational technology strategy and roadmaps.
• Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
• Conducted company-wide technology instruction, onboarding and education.
• Oversaw IT department operations and training.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Managed network and system performance, conducting troubleshooting, security patching and maintenance.
• Coordinated ongoing technical training and personal development classes for staff members.
• Led technology selection and rollout, focusing on organizational planning, provider contracts and supplier service-level agreements.
• Wrote policy, procedure and manuals governing internal IT use.
• Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
• Produced reports and updated customers and senior leaders on progress and roadblocks.
• Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).

Various contract IT Job roles