dean bates

team lead

About

Experienced, BTEC-qualified Helpdesk Team Lead with a history of working for in the IT industry for Managed Service Providers, and familiar with a wide range of services and products. Skilled in both 1st and 2nd line technical support as well, which has provided a sold, stable base on which to develop leadership and management skills in line with ITIL standards. IDE Group is a specialist Managed Service Provider with a broad portfolio of IT services and technology solutions that deliver cost effective IT transformation and a safe and secure route to the Cloud; reduce the cost of owning and supporting IT systems and infrastructure; secure and protect the integrity of systems, applications and data; offer complete lifecycle management of all IT assets; and help customers improve their return on investment in technology.

Country

united kingdom

City

london

Industry

information technology and services

Skill

it service management, active directory, windows server, incident management, microsoft exchange, windows 7, windows 8.1, service desk, windows xp, technical support, blackberry enterprise server, computer hardware, networking, cloud computing, troubleshooting

Experience

junior project engineer

selection services ltd.

2009-6 - 2010-1 · 8 mos

problem manager

selection services ltd.

2012-12 - 2014-6 · 1 yr 7 mos

supportnet engineer

selection services ltd.

2010-2 - 2012-11 · 2 yrs 10 mos

team lead

ide group

2014-7 - Present · 12 yrs 3 mos

I support IDE Group's Service desk through customer escalation, incident analysis, performance management, appraisals, problem management, scheduling and timetabling, documentation, knowledgebase article creation/updates, and team leadership. IDE Group is an AIM listed cloud and IT managed services company, focused on the UK mid-market. Our services deliver excellence in customer operations today and perfectly position them to step up and reach higher to the opportunities of tomorrow. The value we create is derived from our company values, the expertise of our staff, carefully selected technologies, strong datacentre capabilities, our private high-speed data networking and enterprise-grade security. Our clients include international media, medical, legal and financial institutions, public sector organisations, channel partners and many of the UK’s network carriers.