Gavin Tucker1 Hordern Close, Hadfield in the High Peak,

Glossop, Derbyshire, SK13 2DL Mobile 07767004945

email:tucker_gavin@hotmail.com

PROFILEI am a motivated IT Operations Manager, prominently in Telecoms with 26 years’ experience in IT Operations for three major UK High Street banks focused on customer service. For the past 2 years I have been on secondment managing CS Europe’s budgets, Sustainable savings and service levels, involving detailed evaluation and strategic planning and governance of all planned and projected spend and savings against planned and actual budgeted levels of spend. More recently I have been place as lead of Change management improvement across the groups IT areas to collaborate sustainable service levels by driving much improved IT systems processes and service. For the previous eleven years I had been managing the delivery of Data Network solutions for HSBC and over the last seven years managing the network management services for my UK, European and global teams. My main responsibilities are to manage over fifteen thousand network devices carrying over 1000 IT services from the three UK Group data centres. I also lead the European and Group Network Management teams where my functional responsibilities are to promote the value and efficiencies of empowering these regions to drive forward the benefits of customer service, Network Management and Alert strategies to reduce cost and improve both European and Global customer service level provision. I am a passionate leader who believes in empowering others to deliver value and excellence. In my various roles I have proven that I adapt quickly in delivering valued service and MI for IT services, reducing cost whilst increasing service quality and up time. I am committed to making a difference by delivering quality services and keeping focused on both systems, the people who support and deliver them as well as the services they provide to the business by providing supported IT infrastructure and accurate Management Information. I am also quick to understand, relish and adapt to changing business demands and requirements. I lead and manage with a strong message focused on quality, value added, customer satisfaction and team moral.Achievements Delivered sustainable quick fixes and sustainable improvements to critical IT Services Managed and empowered senior managers to make significant sustained savings against budget. Developed and delivered the network management strategy for UK, Europe and Global teams

Reducing sustainable costs through consolidation and rationalization.Improved service SLA's through collaboration of multiple IT infrastructure towers and delivering unified IT service monitoring, replacing manual processes whilst exploiting the use of automation systems.Releasing resource to deliver valued MI, drive improved service quality and efficiencyEngaging and focusing Technology specialists to drive advancements in compliance.Reduce resource by driving improved efficiencies and monitoring with stakeholder commitment.

Improved Service delivery for the Network Operations team in our Service Management Centre (NoC) by exploiting network configuration and compliance automated processes. Utilising improved modelling and monitoring techniques to ensure ‘No surprises’ when delivering enhancements in the telecoms infrastructure. Maximising the added features in Alerting and monitoring of both the telecoms infrastructure and the network traffic provisioning end to end IT Operational service management.

Led and program manage the delivery of HP Openview Network Node Manager (NNMi9) upgrades, CA eHealth (6.2) upgrade, checkpoint Provider1 annual upgrades. Plus Led and provided governance to the delivery of both the Global Network Compliance and configuration project for CiscoWorks NCM (1.4.02) and Tangoe the now Group Telecoms Expense Management system. The provision of these have enabled complete global compliance against Audit and various compliance regulations, plus bringing increased cost savings and avoidance £600K – 2009, £229K - 2010 with a projected saving of £158K for 2011.

I have always placed great value by encouraging personal development plans to enrich skills and empowering staff and their managers to provide excellent focus on deliveries and goals.

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As part of my responsibilities I am the IT Service Owner for all Network Management systems and good Vendor management is key to this role. I have attained their buy into the Network Management strategy to aid the cost savings 0f £1.9 million from hardware cost of £3 Million to ensure I continually exceed in managing down my cost pool by more than 10% year on year.

I have the responsibility for the provision of my annual Operating and Technology (£5.6M and £2.3M) plans as well as the cost pool used for recharge across the differing business areas. The strategic forecasting and adjustments are down to me.

All network infrastructures have to comply with the appropriate Business SLA’s agreed with the Service Manager and all audit and IT Security rules and regulations.

Stakeholder management is another key part of my role and keeping up regular and good working relations greatly aids clear understanding of others needs and requirements.

As part of my Global governance role driving the standardisation of super stacks helps ensure consistent and compliant deliveries, enabling compliance control on all technical areas deliveries across IT.

Continually drive costs down for resource, forcing increased efficiencies by using strong negotiation skills and bringing the right price to lower rates.

Drive up team moral and performance by closely monitoring, guiding and empowering staff to deliver on their strengths and abilities.

Key Management SkillsLeadership People management Customer Focused Change Management Project Management Problem Management Staff development Senior managementCost management Organisation Communication InfluencingMotivation Vendor management 360 feedback DelegationBarrier removal Customer expectations

Key Technical SkillsTelecoms Data: -Cisco and Checkpoint Firewall1 certified, experienced in the suite of TCP/IP protocols including SNMP, IGP’s, BGP, DHCP, DNS and F5 plus many data network technologies.Telecoms Management and Operating Systems: - HP Openview, CA eHealth, CiscoWorks NCM and RME, Cisco Secure ACS, NetScout, riverbed Cascade, WCS, Prognosis, Proteus, Tiger call logging, Cramer inventory management, Avotus and Tangoe telecoms finance systems and QIP IPAM. Solaris, Linux, HP-UX, Windows (all), Lotus Notes and Microsoft Office.

EXPERIENCE01/12- Present Network Manager, Computer Services Europe

HSBC Plc, Griffin House, SheffieldResponsibilitiesDynamically aid, lead and manage the Computer Services Europe budgeting liaising between department heads and the finance and procurement teams to ensure improved year on year IT service SLA’s whilst ensuring sustainable savings. Driving the delivery of new and replacement technologies and business requirements on time and within budget with collaborative working. Reporting directly to the head of CS Europe.

09/06- 01/12 Network Manager, Network Management SystemsHSBC Plc, Griffin House, Sheffield

ResponsibilitiesDynamically lead and manage the Network Management team split between Network support and Network Service Management project delivery teams, including both on and off shore staff. I provide and support both data network and voice network management systems to HSBC Bank. I manage my team to aspire to exceed our customer expectations. I proactively support and deputise for the telecoms department manager in times of his absence whilst portraying a positive manner and enabling a dynamic approach.

12/03 –09/06: Project Manager, Network Management SystemsHSBC Plc, Griffin House, Sheffield

ResponsibilitiesManage the project team of eight in the provision and support of internal DNS and DHCP systems, network and voice Management systems to HTSE and for the Group.

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Proactively support and deputise for the department’s manager in times of his absence whilst portraying a positive manner.

06/00 –12/03: Chief Network SpecialistHSBC Plc, Griffin House, Sheffield

ResponsibilitiesLead, motivate and train a delivery team to design, test, implement, and migrate high profile, high focus, new and existing external facing customer services including business supply services. Manage the take on of the external Internet DNS service and represent the department as part of the Internet task force.

05/95 – 06/00:Network Technical AnalystLloydsTSB Plc, Wythenshawe, Manchester.ResponsibilitiesDesign, test, implement, migrate high profile, high focus, new and existing external facing customer services including business supply services. Manage large scale projects liaising with external outsourced service providers, vendors, suppliers and dealing directly with various IT and business units.

09/88 – 05/95: IT Operations team leader (starting as a junior and progressed up the ranks) TSB Plc, Wythenshawe, Manchester.ResponsibilitiesLead and motivate a team of operators to meet both the on-line and off-line operational duties of a real time Retail Banking System. This included managing resource to accommodate the changing levels of workload and changing priorities of the schedule, whilst providing direct and written reporting to senior management.

EDUCATION AND QUALIFICATIONSCourses / Accreditation’sFeb 2011 -Management and LeadershipSept 2010 -Team leader and managementOct 2008 -ITIL foundation (passed 95%)June 2008 -TDFNov 2007 -Completed the suite of HTSE Risk Based Project Management coursesSept 2007 -Performance Management courseMar 2004 -Developing managerial skillsSept 2003 - HP Openview NNM for Administrators.June 2003 - Check Point, Provider1.Apr 2003 - Nortel, Alton Switched Firewall System.Nov 2002 - Nokia Administration.May 2002 - Cisco, Advanced BGP.Sept 2001 - Building scalable Cisco Networks.May 2001 - Project Management (SDLC).Sept 2000 - Cisco, SNA for Multi-protocol Networks.Mar 2000 - Check Point Cert. CCSA and CCSE.Mar 2000 - BSc Hons Software development, Salford University.Jan 2000 - Cisco, CCNA.Jan 2000 - Learning Tree, Certified LAN professional.Oct 1999 - Learning Tree Certified WAN professional.May 1997 - HND Software development, Salford University College.May 1995 - ONC Software development, Tameside College of Technology.

PERSONAL SUMMARY

I am a keen outdoor cook and I am a Rugby Union front Row player/fan for A-U-L RFC ‘my Club’, I am also a good weather sailor and RIB rider. I recently passed my RYA Day Skipper and previously the RYA powerboat level 2 certification and I am currently studying my RYA Yachtmaster.

REFERENCESOn request.

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