Fraser Clark

Responsible for the design, operation and security of all Azure infrastructure components in across the Hosted estate enhancing the availability, performance, reliability and security of solutions and platforms.

Improved release testing process using automation to update and run QA tests for pre-prod and production environments. Leading to a 30% time saving and a reduction of human-error when releasing new SaaS product versions.

Optimised the deployment and configuration of Windows/Linux servers using a Powershell and Bash scripts to set configuration and firewall settings.

Assisting developers by providing guidance on best practices for cloud services

Maintenance, administration and upgrading of Cisco and Juniper IT infrastructure for Fulfilment Centers, Delivery Stations, and VendorFlex sites, managing over 200 devices and serving 5,000 users.

Led sustainability efforts to reduce energy draw of end-user devices reducing energy consumption of idle devices by 95%. Participated in a program to consolidate access switch utilization throughout EMEA, resulting in a reduction of our device footprint of 700 devices.

Led 2 new Delivery Station and VendorFlex site builds. Planning site visits and working with external contractors to ensure full IT capabilities are available before site handover/launch.

Delivery of numerous local projects across 11 Fulfilment, Sortation, Delivery and Vendor sites, and execution of tasks within global initiatives to drive improvements to the business.

Contributed to a pilot program of network migrations projects to separate corporate and fulfilment networks to reduce blast radius of incidents. Introduction of ANPR systems on gatehouses to speed up ingress and egress of Goods vehicles and saving an hour of manual data entry per day.

Working with the Local Engineers and Technicians to maintain the 89% ticket resolution SLA on 100+ daily ticket volumes

SC Clearance Required

Liaised with Technical teams to scope compute/storage requirements for new server builds.

Collaborated with Information Security team to ensure anti-virus functionality/compliance of 3000 server and end-user devices by creating automated workflows to check, deploy and update McAfee agents.

Provided technical input to assist the running of projects, including creating federated access to ITSM tools and secure/remote access operational systems.

Used SCCM to automate first time setup to free up End-user services resources. Reducing time to prepare devices from 8-hours to 4-hours, allowing team to focus on customer engagement.

Worked with Change Management team and investigated complex or widespread IT issues within the estate. Communicated and summarized findings to technical and non-technical stakeholders.

Documented standard operating procedure within the department – ensuring they are suitable to be handed to 1st-2nd line teams, enabling file level restores to be completed over the phone.

SC Clearance Required

Provided mentoring for 2 junior members of the team, enabling their promotion to SFIA Level 3 within the team and a successful promotion into the Application Services Team.

Resolved IT incidents and requests for 2000 Officers and Civilian staff - totalling around 50 incidents a day.

Improved First-time fix rates from 60% to 80% through documenting common issues/fixes.

Improved customers wait time and contact SLAs to 96%.

Worked with Service Delivery Management to reduce legacy ticket volumes from 500 to 300.

Led project to reduce and streamline off-site asset storage, saving the business £14,000 in storage cost.

Provided support for c. 500 end-users over UK sites and EEA, including offices in Central London, Glasgow, Germany and Switzerland.

Assisted effort to increase resource availability by on-boarding a vendor to store backup tapes. Eliminating 1-hour round-trip to manually take tapes off-site.

6-month secondment into Information Security – Designed a SIEM/Syslog suite and assisted the InfoSec Manager with ISMS procedures and Audits.