• Successfully designed the architecture of the company’s release process, researched ITIL principles and practices and implemented these as applicable to the company’s requirements. Defined the process using flow diagrams, checklists and work instructions, outlined the release process for ISO2000.
• Efficiently implemented and managed the release process negotiated with stakeholders the release policy, exact content, acceptance criteria and roll-out plan for each release. Designed and implemented efficient procedures and processes for the distribution of the release.
• Documented and enforced the release policy for all new releases and production changes.
• Determined the release infrastructure, ensured all releases were tested via the existing test environment and that releases were validated, user tested and that firmware built and performed as expected.
• Co-ordinated the management and documentation of the software and hardware evolution through the product life cycle. Supported technical authors, product and project managers in document delivery to ensure this was planned correctly and delivered to the required standard.
• Adopted configuration management methodology, ensured that master copies of software were secure, instigated and maintained a definitive software library (DSL) and spreadsheet showing the status of each release. Setup and maintained an online document repository (SharePoint) listing the content of each release (firmware, hardware, documentation) to ensure that any changes were reviewed, authorised, recorded and documented in a controlled manner.
• Managed product releases from initiation through the software development lifecycle to release. Planned and managed the successful control of the release and rollout of software. Implemented efficient procedures to ensure a standardised and consistent process, for the control, distribution and installation of changes within the release. Ensured documentation and training were in place.
• Communicated and managed expectations as the engineering interface across all interested parties during the planning, development and roll out of new releases.
• Tracked changes to requirements and communicated any impact to externally dependent product releases.
• Continually championed the release process to develop and improve the release strategy.

• Due to company restructure took on challenge to manage the application support of the hardware and software for the company’s firewire audio products. As part of product team successfully achieved a balance between client empathy and constraints of supporting a commercial product to bring product winners to market.
• Supported products to ensure these met client requirement, design-ins were simplified with any issues found being recorded for future reference.
• Provided first line support to cross-functional teams across Europe, America and Asia on new product launches and on the maintenance of new and existing design wins. Evaluated technical issues from clients took action when issues were found, communicated the status of the issue to the client and kept them updated throughout until the resolution of the issue.
• Analysed competitor products to determine in-house competitiveness. Assessed the commercial and technical aspects with product team to formulate a sales and marketing strategy.
• Scoped application requests, planned the testing and customisation of firmware for these applications.
• Defined, developed and implemented training courses, technical sales documentation (e.g. Application notes) marketing and user documentation required for a product launch. Trained colleagues, distributors and clients to improve product and technical understanding.

Due to company restructure promoted to Global Support Manager, successfully turned around badly performing client support giving a better impression of the company to its clients.
• Implemented the first support infrastructure in accordance with industry best practices which included a knowledge base, FAQ's and a web-based support database. Provided performance data (e.g. time to resolution etc.) and reports to board members that analysed customer service response.
• Implemented operational procedures and a formal escalation process with troubleshooting methodologies to overhaul client issue response. Devised the first ISO2000 procedures for support.
• Co-wrote with the technical author the first product manuals and support documentation.
• Provided second line support to FAE team on client issues to maintain new and current design wins.
• Instigated the initial investigation into an issue on a storage or serial device. Used electronics knowledge for circuit testing/schematic reviews and software knowledge for testing and debugging.
• Coordinated and supported cross-functional teams in the UK, Europe, America and Asia to formulate a plan for issue resolution, defined the scope of work required against the timescale and resource available.

•• Built-up the first tangible client support framework to track issues. Supported FAE’s with second line technical support to maintain new and existing customer design wins.
• Implemented training courses to develop and improve the field application engineers’ product knowledge.
• Customised standard storage firmware for client applications. Researched and developed ideas on how devices could be used in niche sale solutions, advising and assisting sales colleagues.

• Promoted to Project Manager at Central Data Control where managed the installation and client acceptance of a £9million system integration project for a prestigious financial institution. Successfully completed the project within the agreed timescale, allowed budget tolerances and to customer satisfaction.
• Effectively managed a second smaller project composed of the same system for a satellite site.
• Procured equipment in accordance with the specification and to maximise profitability achieved a figure 10% under budgeted figure. Negotiated and placed orders with sub-contractors and 3rd party suppliers.
• Managed the change control process, compiled detailed records of all changes to specification or scope on the project. Resulted in company successfully negotiating a six-figure sum for additional work carried out.
• Managed the upgrade and renewal of the security and building management systems as well as the installation of the network infrastructure for a system integration solution using IP networked software.
• Managed the installation of system PC’s, network servers, security wiring and interfaces, building management system and fire system interfaces through to the configuration and commissioning phases of the system to user acceptance testing.
• Managed the full project life cycle from initiation, requirement gathering, planning (including project plan), and analysis, validating and maintaining project documentation through to implementation on-site.
• Managed a team of four, set team objectives and used MS Project to plan tasks and resource availability.
• Utilised excellent client-facing skills as the client’s primary point of contact on all system installation issues.
• In a consultancy role successfully cooperated with project managers from other contractors to ensure that project milestones were being met and that the systems being designed met the specification of the client.
• Provided leadership and support to colleagues and other contractor’s staff when trouble-shooting technical issues during the installation, testing, commissioning and user acceptance phases of the project. When required using a ‘hands-on’ approach to prioritise or resolve issues in a rapid and efficient manner.
• Consistently trained and encouraged colleagues to help develop and improve their performance.

• For a period of nine years was responsible for the design and development of firmware for a market-leading CCTV company. Combined technical knowledge and commercial awareness to contribute in making the company both successful, with year on year growth, and a dominant force in retail systems and a major player in the industrial sector against companies with far bigger resources.
• Guided the functional design of products taking into account commercial aspects of future product direction, product competitiveness, client requirements and business objectives.
• Devised ISO9001 quality control procedures for software and hardware development.
• Designed system integration projects involving access control systems, CCTV, Intruder Alarm systems, PA systems and BMS systems. Developed the interface software and protocols for these systems.
• Supported sales force and project engineers in the tender/bid process. Provided technical support in the design and specification of retail and industrial CCTV systems. Designed and developed the systems and software for some of the biggest and highest profile CCTV systems, e.g. Harrods, Oxford Street, Forth Road Bridge, Bristol (UTC) system, Torbay, King’s Lynn TC, Swale Borough Council Kent and many more.
• Planned, managed and wrote software on concurrently running projects from initial concepts, through software development lifecycle (SDLC) to product launch or project acceptance.
• Supported project managers and engineers through the project lifecycle to ensure client timescales were met. Utilized technical knowledge when issues arose with hardware or software to achieve a satisfactory and successful outcome for both the company and client.

• Developed the GUI screens, coordinated, tested and implemented the GUI signalling control and monitoring system. Supported the signalling engineers in the development of the Solid State Interlocking logic and the interfacing of this with GUI system.
• Liaised with the client to identify the system requirements to achieve compliance. Coordinated work carried out by the systems and engineering department to ensure that the delivered system meet these requirements.
• Specified any hardware and software integration between the client’s existing equipment and the GUI system, supported and cooperated with the systems department in order to achieve this.
• Verified and tested the GUI software to ensure that its functionality met the customer’s required standard. Devised and wrote test specifications, installation and user manuals.
• Trained colleagues on how to set up and configure the GUI system. Provided colleagues with technical assistance in the installation and commissioning of the GUI system with the SSI signalling system.
• Devised and carried out training courses for the client’s staff so they had an understanding of how to operate the system.