Meet the Team

OWNER / MANAGING DIRECTOR

At Q2Q our goal is to show up as the best version of ourselves and do everything in our power to make a meaningful contribution to both our colleagues, and the customers we support.

My role is to provide the overall direction and ‘eye on the compass’ as to where the Q2Q team are heading, setting the overarching business strategy and financial budgeting, and setting the example for the culture.

My primary driver is trust, which I believe is achieved by being honest, consistent, and delivering against promises. The team at Q2Q have all been recruited based on these values, with ability being secondary, however, between them they have over 100 years’ experience in the IT game, so there is no shortage of technical talent!

I work closely with the team to ensure there is continuous organisational performance improvement that is always customer focused, ensuring they are working collaboratively and efficiently. Plus, I coach them individually and as a collective, to bring out their best abilities in supporting our clients.

While I’ve always been involved with systems implementation throughout my career, I have an operational background and no specific IT experience. However, if anything, I believe this makes me more qualified to ensure the team delivers great service. Having been on the wrong side of poor IT support in the past, I relate to how crippling this can be to a business, and therefore make it paramount that we ensure IT issues are as invisible as possible, leaving customers to get on with running their companies smoothly and hassle-free.

TECHNICAL CONSULTANT / HEAD OF SUPPORT

As Head of Support I work closely with the Managing Director, the Operations Manager and the Technical Lead.

I work on resolving IT issues for our clients, my skillset adapts according to the needs of each individual customer. This can include anything from straightforward projects, to often the most frustrating time-sensitive challenges.

After 21+ years of experience, every day delivers an exciting variety. I love this about my job!

I’m also often travelling to visit businesses that are in need of an IT saviour while working on projects and proposals for new or existing clients.

I enjoy overseeing projects and contributing to positive changes for our clients.

From an IT standpoint, it is incredibly important that I help our clients experience seamless growth while working with us as a team, not just a supplier.

OPERATIONS MANAGER 

As the Core Team Leader, my role encompasses several key responsibilities aimed at guiding and directing the core team while making crucial daily decisions. A central aspect of my work involves setting clear goals and establishing project timelines, effectively coordinating the efforts of team members to drive performance and foster a collaborative and productive work environment.

Effective communication is at the heart of my responsibilities. I understand the significance of conveying information clearly and concisely to team members, senior technicians, and other departments within the organisation. Whether it’s providing project updates, discussing technical requirements, or addressing any issues or challenges, I prioritise clear communication to ensure seamless coordination and progress.

Moving on to my role as a Technical Support Engineer at Q2Q, my primary objective is to provide exceptional assistance to customers in resolving their IT queries. My expertise extends to handling technical issues both over the phone and through remote support, striving to swiftly restore our clients’ operations to minimise any disruptions they may face. In situations where a more hands-on approach is necessary, I am readily available to visit our customers’ headquarters and provide on-site support, ensuring that they receive the necessary help promptly and efficiently.

Furthermore, I take an active role in driving continuous improvements for our clients. I constantly review IT operations to identify areas for optimisation, seeking to enhance efficiency and deliver even more effective solutions.

Both roles require a keen attention to detail, proactive problem-solving skills, and a dedication to maintaining high standards of customer service. As the Core Team Leader, I understand the significance of effective leadership and communication in achieving our team’s objectives, while as a Technical Support Engineer, I am committed to delivering exceptional support and driving positive outcomes for our valued clients at Q2Q.

DEVELOPMENT CONSULTANT

As a developer I mainly work for one of our larger clients helping them improve efficiencies by automating processes.  This is mainly done using SQL and Excel. I am also involved in integration projects between themselves and third parties.

ACCOUNTS AND HR ASSISTANT

Eat cake and be happy 😊 I look after the accounts and HR side of things…

OFFICE ADMINISTRATOR

I manage a mix of marketing and admin tasks -from running our social media to handling renewals and quotes – while supporting the team to help deliver great service to our clients.

TECHNICAL LEAD

I am the technical lead here at Q2Q whilst also being a member of the management team.

I oversee the technical solutions for new and existing clients, whether this be introducing new technologies or improving on existing ones. I also oversee client projects from a solutions perspective. I work closely with our vendors whilst also being a senior engineer working on resolving escalated tickets and high priority (crisis) issues.

SENIOR INFRASTRUCTURE ENGINEER

My role is largely internal training, prevention and safety net.

My part time role allows me to impart some of my knowledge and experience to the team whilst giving me the opportunity to maintain my Sysop skillsets. My many years’ experience of technical problem solving mean I’m one of the team’s go-to contacts for really complex IT issues and expanding their knowledge and understanding.  On the prevention side, I analyse systems and try to identify where improvements can be made, to help ensure that predictable problems can be prevented from happening. In other words, if there’s a puzzle to solve or a more efficient process to be found, I’ll definitely be there working it out.

THIRD LINE ENGINEER

I’m a Third Line Technical Support Engineer here at Q2Q, which means I get stuck into all sorts of tech – helping clients with day-to-day IT issues, troubleshooting problems, and working on bigger projects like system migrations. No two days are the same, and I enjoy being  involved when something needs fixing or setting up.

THIRD LINE ENGINEER

I’m a Third Line Technical Support Engineer here at Q2Q, which means I get stuck into all sorts of tech – helping clients with day-to-day IT issues, troubleshooting problems, and working on bigger projects like system migrations. No two days are the same, and I enjoy being  involved when something needs fixing or setting up.

SECOND LINE ENGINEER

I work on the second line desk, I will also receive escalations from first line and triage them accordingly

TECHNICAL TEAM CO-ORDINATOR

As Technical Team Co-ordinator, I work closely with the entire Technical Team to ensure our customers get the very best service. I oversee the Service Desk and distribute client tickets to the engineers based on workload and skillset. Escalations to the Senior Engineer team go through me, and I also look at reporting on the service desk stats and figures to make sure everything keeps moving along! The role includes working with our Junior Engineers, giving advice and assisting with tickets if anyone gets stuck.

I look after the hardware purchasing for Q2Q and deal with our suppliers, along with producing quotes and managing goods-in.
Being part of the client on-boarding team allows me to help ensure new clients are welcomed to Q2Q in a caring and friendly manner.
On the Social Media side, I am Q2Q’s in-house photographer, and contribute to our Instagram page as an admin, sharing the “behind the scenes” story of life at Q2Q, and I write the monthly ‘Client Story’ Blog for our newsletter.

Finally, I still get involved with resolving issues for clients, and enjoy visiting site and catching up with our lovely clients!

FIRST LINE ENGINEER

Coming up to 4 years at Q2Q, a wee while since walking through the front door on my first day not knowing what to expect….well I’m still enjoying what I do and the talented and varied people I’m lucky enough to work alongside. My role involved dealing with varied requests that come in from customers and with our customers varying so much (retail, engineering, Agriculture, energy, pharmaceutical… to name a few) there’s always an interesting mix of tasks