Roma 00145 6th June 2016 Dear Sir or Madam, My name is James Tweed. I am a 31 year old British IT Professional that has moved to Rome for a change of life. I would like to discuss any opportunities for which my passion in Technology, determination to succeed and 10 years’ operational and management experience in a critical National Government programme could be utilized. I hereby enclose a copy of my CV for your consideration. As you can see from my CV, I was the Network Manager in the Airwave Solutions Operational Centre managing and co-ordinating the provision of the national communications system dedicated to critical providers of Public Safety in the UK. On a day to day basis, I would identify and analyse many incidents affecting both the network itself and the UK’s public safety operations. Be it the failure of software or hardware somewhere within the network or it could even include infrastructure or environmental risks such as terrorist activity or heavy storms. With this analysis, I would then formulate an action plan as to how to resolve these problems in the most logical and time sensitive manner. With every step of the process, reporting and communicating the live status across the company, customer base and to Government departments. With the most severe circumstances requiring initialisation and chairing of multi-agency meetings bringing in Senior management, Public Relations experts, Legal experts and subject matter experts from many areas of the company or our supplier base. The main motivator for me throughout every situation is to provide the best customer experience reducing impact as quickly as possible. As you can imagine the last 10 years have fuelled my ongoing desire to learn and improve. I would very much like the opportunity to meet you in person to discuss my application further. Yours sincerely, James Tweed Location: Rome +39 380 372 0039 (m)
Nationality : British ja mes.tweed@ o utlook .com Date of Birth: 10/08/1984 https://it.linkedin.com/in/jetweed Communications Network Manager with particular expertise in managing and co-ordinating the provision of the UK’s national communications system for critical providers of Public Safety. Key Skills
Using ITIL & PRINCE2 Project Management methodologies to ensure best practice
Ability to work calmly and effectively under extreme pressure
Understands what makes a great customer experience
Friendly, passionate and tenacious – Building trusting relationships very quickly. Career History Apple Inc Maps July 2015 to November 2015 Apple Inc. (Apple), incorporated on January 3, 1977, designs, manufactures and markets innovative mobile communication and media devices, personal computers and portable digital music players and sells a variety of related software, services, peripherals, networking solutions and third-party digital content and applications. Driver/Mapping Specialist 2015 to 2015 Representing a World famous Technology company on its mission to create a 1st class Mapping solution based in Rome.
Part of a smal team working together to drive, map and image every publically owned street or parking space in Rome and the Commune of Rome.
Sole Responsibility for the maintenance and security of vehicles containing High Value Imaging and Navigational equipment.
Management of logistics of Hard Drives containing all the Mapping Data collected to be shipped for processing.
Administration and Data Analysis for Daily reporting of Mapping activity.
Ownership and troubleshooting of Faults and Incidents in co-operation with an International Support Centre and Field Support Engineers.
Travelling at short notice driving across Europe to provide Training and Support.
Airwave Solutions Ltd October 2003 to December 2013 Airwave designs, builds and operates the largest public safety radio communications network in the world, delivering critical voice and data communications to police, fire and ambulance services as well as local authorities, utilities and transport providers across the UK. Network Management Centre Manager 2012 to 2013 Responsible for ensuring continuity of the Airwave communications network for vital public safety services across the UK
Liaising extensively with the emergency services and government organisations to ensure uninterrupted radio communications, and to co-ordinate the timely resolution of any problems
Managing a team of 9 people, both onsite and remote, engaged in monitoring the Airwave communications network across the UK
Liaising with col eagues at the start and end of each shift to ensure a smooth and effective handover including full awareness of al outstanding incidents and issues
Assessing and prioritizing incidents in relation to customer impact and public safety, and managing these accordingly working within the Service Level Agreements
Identifying more serious incidents and monitoring progress on an hourly basis / escalating them to relevant departments and external public authorities as appropriate
Setting up and chairing conference calls for al high-risk/high impact incidents to inform relevant parties and ensure an effective action plan and communication strategy is in place
Managing and motivating the team including regular team briefings ,appraisals, performance reviews and development plans
Initialisation and coordination of Service Improvement Projects
Department Representative and Public Speaker with presentations at Employee Conferences to increase interdepartmental relations and Wider Team working.
Supported the International Tenders with Technical and Service Design Knowledge 24x7 Duty Network Engineer 2006 to 2012 Member of a team engaged in monitoring the performance of the Airwave communications network and resolving any issues to minimize network failures
Worked a 12-hour shift pattern and provided flexible cover for special events etc.
Monitored the national emergency voice and data network
Raised incidents of a variety of faults and requests, ensuring full adherence to al relevant service level agreements
Systematical y assessed and prioritized new faults against a severity index.
Remotely diagnosed faults through multiple channels of enquiry.
Jeopardy managed ongoing incidents through escalation to internal and external parties.
Identified repetitive faults and liaised with the Problem Management Team to diagnose the root cause and maintain service availability
Regularly tested Business continuity procedures within the Network Management Centre.
Provided a high level of customer support including an out-of-hours Service Desk
Managed Services Change controller 2005 to 2006 Part of a team of 3 people looking after a specialist customer base that required end-to-end service support.
Responsible for Maintenance Agreements with Suppliers, ensuring contractual service levels are reached.
Configuring and resolving new orders or faults for Customer equipment.
Providing ad-hoc training to new users of equipment and ensuring Governance Security is met with design and implementation of TEA2 Certification for hardware that meets the security credentials. Service Desk Analyst 2003 to 2005 Joined a brand new team, assisting with the set up and implementation of the Service Desk processes.
Ownership; implementation and up-skil ing of Fire & Bomb Procedures throughout the service desk.
Responsibility over Police; Fire and Ambulance Customers Incidents and Jeopardy management of cases raised to ensure timely progression.
Organised team training days at the customer premises to better understand the solutions in place. Qualifications and Training PRINCE2 Project Management Practitioner ITIL Foundation version 3.0 Italian Language C1 Scuola Leonardo da Vinci, Roma Written : Good Oral : Good Technology Desktop Operating Systems Microsoft Windows XP – Windows 10 Professional Server Operating Systems Microsoft Windows Server 2008 / Windows Terminal Server Office Software Office 2010 / 2013 / 365 Word Excel Powerpoint Access Visio Project Outlook Skype