Mick Theobald is a network manager with over 20 years of experience managing voice and data infrastructure for organizations in both the public and private sectors. He currently works as the Network Service Manager for the London Ambulance Service, where he oversees a team of 6 engineers supporting voice and data networks spanning over 100 sites.
1. Mick Theobald
Personal Details
Phone: 01689 891546
Mobile: 07763169067
E-Mail: mickjtheobald@hotmail.com
Year of Birth: 1976
Address: Kent, BR5
Professional Summary
Over the last 20 years I have worked for both the public & private sector industry in various
network management positions. I have managed numerous teams supporting both voice & data
infrastructures in various locations globally. My CV demonstrates the desire to strive forward in
whichever capacity I am in.
Career History
London Ambulance Service
Mar 2010 - Present
Network Service Manager
Network Service Manager maintaining 24x7x365 voice & data infrastructure spanning 100+ sites,
to include the headquarters, annex sites & 70+ ambulance stations.
• • Managing Avaya voice infrastructure for all 999 call taking in headquarters call taking
& dispatch
• • Managing all Cisco IPT infrastructure across 100+ sites. This includes phone
installations, cisco call mgr configuration, uccx, gateways, video conferencing, conference
calling, ACD call routing & CTI routing.
• • Managing all Cisco data infrastructure across 100+ including routing, switching,
firewalls & remote access, LAN & WAN management
• • Data Centre environment mgmt, including UPS management, rack space allocation &
installation, cat5e cable installation.
• • Budget holder for 3 million revenue spend. Managing all 3rd
party relationships,
SLA’s, KPI’s & performance reporting.
• • Managing projects from strategy outset to delivery into operations using ITIL (ITIL V3
certified) & Prince (Prince Foundation certified) frameworks
• • Managing a team of 6 engineers both voice & data, conducting weekly team
meetings, quarterly reviews & annual appraisals.
• • Managing internal incident management & change management queue. Attending
weekly CAB meetings for submission & approval of changes
• • On-Call for Duty Management & Critical Incident Management
• • Presenting to large conferences on project progress & future planning
• • Business Continuity Management: Planning staged disaster recovery tests both
internally & with 3rd party providers.
2. Network Flow
Oct 2009 – Feb 2010
Network Engineer
Network Engineer for an ISP company supplying & supporting high end MPLS networks and
internet access to the market.
• • Working as a Network Engineer covering a hands-on knowledge of configuration and
maintenance of Cisco and other network devices
• • Configuration experience of Cisco devices for example; routers; 2800, 3600 3700
7200, Switches; 1900, 2900, 3700, 4000, 6500
• • Connection types: MPLS, frame-relay and VPN
• • Routing protocols, BGP, Eigrp, HSRP
• • ‘fire fighting’ support experience
• • Load balancing knowledge; Cisco, F5
• • Knowledge of network security; Cisco, pix, ASA and FWSM firewalls
• • Escalation point and guide for the NOC
• • Implement improvements and identify and introduce new technologies
BT Global Services / Capgemini UK (14 years total experience)
May 2004 – Jun 2009
Network Operations Manager
As a Network Operations Manager I have led teams between 5 & 13 staff located in-house & on
client sites. I have managed & supported network technologies that include Cisco routing,
switching & various security/load balancing products.
• • Supporting & maintaining 30+ client networks worldwide such as Lloyds Register,
Schneider Electric, Westminster City Council, MOD, Corus, PWC, WS Atkins & SHL.
• • Line management of 2nd
& 3rd
line support teams to include quarterly/annually appraisal
reviews, training & development, measurement of targets set against client SLA’s & weekly
team update meetings.
• • Technical mentoring & man management approach with proven LAN & WAN experience
for medium to large scale networks.
• • Proven hands on experience in Cisco LAN/WAN products to include switches: 29xx –
6500 & routers: 800 – 72xx. Data Centre & network design best practices.
• • Manage major incidents & chairing/attending conference calls with broad range of
resolving teams worldwide.
• • Incident management for client call queues. Prioritising resolution of fault calls against
client SLA’s and assigning to support engineers.
• • Managing client “change” queue, assessing and approving technical client change
requests ensuring minimal outage to client services & that testing/back-out plans are in
place.
• • Monthly reporting reviews of client incident management faults. Assessing detail of faults
& putting permanent fixes in place to ensure no re-occurrence. If not appropriate putting in
processes to ensure quicker resolution via support teams.
3. • • Completing internal audits of client infrastructures. Maintaining client documentation &
Visio diagrams, updating IP & cable connectivity cut-sheets.
• • Transitional sign off for new projects into support teams.
• • Conducting quarterly service improvement reviews on client base to ensure
infrastructures & processes meet client expectations, & improvements made where
appropriate. Liaising with other support teams/management ensuring no impact on other
services.
• • Disaster Recovery management & co-ordination.
Capgemini UK
May 2001 – Apr 2004
2nd
Line NOC Network Engineer
Working in a team of 4 network engineers I was responsible for maintaining 18 client networks
supporting network technologies such as Cisco, 3com & Bay. Work also involved attending client
offices to troubleshoot customer faults & installing data cabling for user connectivity.
• • Support & transition of existing & new client workloads.
• • 24x7 on-call support of clients for network issues.
• • 2nd line network support, configuration & implementation for Cisco routers, switches,
load balancers, ACS remote access, printer server setup, data cable installations to client
offices
• • Client disaster recovery testing
Capgemini UK
May 1998 – Apr 2001
Network Installations Technician
To resolve cabling faults & install requests as per local problem management calls. This work
included installing & testing various cabling types such as Cat5e, Coax & Fibre.
• • Attend Capgemini offices Southern England & to install & resolve customer faults
• • Install & Krone Cat5e structured cabling for patch panel installations
• • Hardware installations & power management
• • Maintain client documentation for audit purposes
Capgemini UK
Sep 1995 – Apr 1998
Facilities Administrator
Working in a team of 4 I was responsible for maintaining the up-keep of Capgemini’s office in
Vauxhall London.
Education
• Kemnal Manor School: 1998 – 1994
• GCSE’s passed – Grades from A-C, BTEC IT: Merit
4. • Full UK Driving License
• ITIL V3 = Passed 2014
• Prince Foundation - Passed 2015
Hobbies
I have various hobbies outside the work place & family life. These include carp fishing, road &
trail riding, and the gym. I have a passion for all of these, having travelled to France for fishing
trips, completed the London to Southend 59 mile bike ride in aid of the British Heart Foundation &
completed the Virgin 2012 London Virgin Marathon in aid of the London Ambulance Service.
References
Full references available on request