TECSmith

Miles Smith Insurance Group

Miles Smith Insurance Ltd.

Beginning my employment on the 11th of November 2011, back when this company was situated down an old discrete road, a stones throw away from the Bank of England, with the help and support of the then Group Operations Director, I reshaped the first of many businesses within the UK financial district.

Below you’ll find a brief timeline of the projects that I undertook whilst I was working here over the course of five years.

Server Install & Network Expansion

Dec 2011 – Feb 2012

Audit current technologies used within the business with a view to update and improve all business critical data processing. Implement technologies that will greatly enhance business intelligence and allow scalable solutions to meet future requirements.

Support Ticketing System

Mar 2012 – May 2012

Design, develop and maintain an operational support ticketing system in order to catalog trends, and keep record of internal system problems between the company and third-party service providers.

Sudbury Office Installation

Jun 2012 – Sep 2012

Designing and implementing a new office system and network environment. Configuring and distributing hardware, and securing links to other company satellite offices to ensure business continuity. Testing functionality of all systems and implementing maintenance routines to a deadline set by the Group Operations Director.

Telecommunications Upgrade

Jan 2012 – Dec 2012

Building a modern telecommunications infrastructure between two geographical locations. Coordinating, assembling, configuring and testing of core technologies, and verifying system resiliency. Corporate branding and call identity customisations to specific departments or groups of users. Administration of ongoing system functionality and development.

Virtualisation & Cloud Computing

Jan 2013 – Sep 2013

Understand business requirements by undertaking scoping and discovery exercises. Locate key areas in business to virtualise. Build virtual server test environments, configure redundancies, develop secure means of data communication and replicate/test data. Build virtual desktop infrastructure and permissions systems. Govern storage utilities and administer ongoing environment evolution.

Security Systems Upgrade

May 2013 – Oct 2013

Establishing data and voice network availability. Deploy standard scoping and discovery exercises, including penetration testing of various layers within the business. Apply all industry standard security mechanisms, and define more granular security mechanisms to suit ongoing practicalities. Monthly reporting of co-managed solution, and weekly administration of core systems.

Head Office Relocation

Apr 2013 – Dec 2013

Designing and implementing a new office system and network environment. Configuring and distributing hardware, and securing links to other company satellite offices to ensure business continuity. Testing functionality of all systems and implementing maintenance routines to a deadline set by the Group Operations Director.

Centrally Managed Print Solution

Mar 2014 – Oct 2014

Identify key areas within the business that would benefit from this solution by auditing current printing fleet over a period of time, and understand consumption levels and business cost implications. Working with third-party companies to understand centralised management software, and ensuring compliance and security are factored in. Define naming convention, deployment implications and software usage.

Ampthill Office Installation

Aug 2015 – Nov 2015

Designing and implementing a new office system and network environment. Configuring and distributing hardware, and securing links to other company satellite offices to ensure business continuity. Testing functionality of all systems and implementing maintenance routines to a deadline set by the Group Operations Director.

Production Systems Migration

Jun 2015 – Dec 2015

Work with all third-party providers to come to a suitable means of deployment, and strategies design and compliance. Audit client hardware and reprogram or update accordingly to suit enterprise level terminal services implementation. Catalogue user requirements through batch team testing functionality on various business operational tasks. Formulate a list of priority user groups and teams once full system testing has been completed, ensure a ‘roll-back’ plan is set in place, and then proceed to migrate each employee across to the new operating system – approximately 200+ users!

IVR Programming

Jun 2016 – Sep 2016

Created Interactive Voice Recording (IVR) route, call handling, and attendant report programming on Mitel on-premise system for Cooperative contract fulfillment.

My Conclusion

After having worked five years at Miles Smith I look back with fond memories of the people I worked with, most of which were very kind and hard working individuals. Sadly there were also some psychopaths, I won’t name any. With hindsight I believe I accomplished everything I set out to do, and I still hold on to some relationships that developed there to this day.

Would I do it all over again? Sure, but I would have made a few corrections to the path, as towards the end of my employment I was quite simply burnt out by the lack of investment in technical staff. I mean, two guys ran the entire IT department in a sea of roughly two hundred users — and I had to practically beg to get one of those guys in to work with me!

Since I left, they shortly realised how much work I took on and they bulked up their IT department by hiring seven other technicians… Something I can be very proud of considering when I began it was just yours truly.