Gavin Smalley - Curriculum Vitae

Personal Statement

I am a proactive, dynamic and technical person with a keen focus on accuracy, the customer (both internal and external) and technical expertise. I enjoy the challenge of a varied workload and each day presenting something new. I am eager to learn, continually immersing myself in new systems, technologies and services. I am as at home on the edge of the new as I am settled with the old. Continuously striving for improvement, both personally and for the business, I am a positive and focussed individual who enjoys nothing more than resolving the next problem.

Skills and Expertise

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Previous Employment

EE (formerly Everything Everywhere Ltd and Orange PCS Ltd)
Security Operations Analyst 1st Mar 2010 — 31st Dec 2012	Monitoring and ensuring compliance with PCIDSS, ISO27001 and SarbOx controls where applicable in the organisation. Vulnerability Scanning/Tracking/Management. Corporate Anti-Virus (desktop and infrastructure). Customer Email SPAM/Abuse Management. User request management for Firewall, 3rd party access, corporate internet access and non-attributed user accounts. Management, Investigation, Tracking, Resolution and Reporting of Security Incidents. Developing and executing management reporting of all of the above.
Senior Incident Analyst 1st Nov 2006 — 28th Feb 2010	Management of major incidents and technical crises across the enterprise, ensuring SLA compliance and working to reduce MTTR. Communicating the impact and progress both in technical and non-technical language as appropriate. Working with people at all levels of the company, from the most junior to senior board members. Developing and executing management reporting of all of the above. The tools I developed covered all ITIL areas and becamethe de facto source of SLA compliance data for the company.
Network Customer Support Engineer 7th Feb 2005 — 27th Oct 2006	Investigation and management of individual customer technical issues referred from customer services. Identification and communication of trends in such issues. Developing internal intranet portal of information for both colleagues, management and other departments. Developing and maintaining web tools to streamline technical processes. General supervision and training of a team of 7 seconded staff for around 3 months and rolling out general training to new starters in the department and to existing staff.
Cusomter Service Representative 29th Jul 2002 — 4th Feb 2005	Taking inbound calls from existing customers. Resolving individual customer queries on the general helpdesk, billing, faults, insurance, roaming, coverage and other areas.

Education and Training

Vocational Training	Formal Education
CompTIA — Security+ (SY02) ITSLM — ITIL Foundation v2 (and v2-v3 bridge) Q6 Training — Fundamentals of IP Network Design Fundamentals of UMTS Fundamentals of GPRS Fundamentals of GSM	2000 — University of Newcastle upon Tyne. MEng(Hons) Mechanical and Automotive Engineering (2ii) 1995 — A-levels (Burnley Habergham High School) Maths, Physics, Design & Technology, General Studies.
I also hold a full UK Driving Licence and a valid British Passport.

Interests

I have a wide ranging interest in many areas of technology, keeping up to date via a variety of industry publications on a vareity of areas from medical engineering to information security.

Whilst I am a passionate advocate of Open Source Software at home, in education and in the enterprise with a wide exposure to a variety of different software packages I retain a working knowledge of key propriety software tools also.

My interest in application development continues beyond the workplace working on a variety of applications from very large database solutions to an active e-commerce application.

What do others say?

Information taken from LinkedIn skills endorsements.

Image courtesy of wordle.net.

Contact Details

For more details, please see my LinkedIn profile or contact me directly.

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Curriculum Vitae