Mike Valentine
@mikevalentine
I lead support and UAT teams modernising resilient care-technology delivery.
United KingdomWhat I'm looking for
At Appello, I lead Technical Support and UAT for a UK digital telecare provider, uniting network, development support, and test engineering around consistent service delivery. I reduced open support tickets by 92%, from 170 to 14, while maintaining uninterrupted service.
I rebuilt the UAT process with automation and AI, formalised Service Desk-to-Support governance, and created escalation, ticket-handling, and extended-leave handover procedures. I also led remediation work with Careline365 to bring missed testing fully up to date.
Previously at Tegra Solutions, I managed 14 engineers supporting Managed File Transfer and API Gateway platforms, building Jenkins CI/CD pipelines and serving as technical authority for AWS architecture, networking, migrations, and databases. My background spans enterprise architecture, cloud platforms, DevOps, ITIL, telecom support, and resilient operations.
Experience
Work history, roles, and key accomplishments
Technical Team Lead
Appello
Jan 2026 - Present (8 months)
Leading Technical Support and UAT teams, driving process modernisation with automation and AI, and establishing governance frameworks.
Technical Support Manager
Tegra Solutions
Jan 2019 - Jan 2026 (7 years)
Managed support functions for Managed File Transfer and API Gateway platforms, ensuring secure operations and cloud reliability.
Systems Architect
SPSI Information Systems
Jan 2017 - Jan 2019 (2 years)
Architected Oracle configurations and virtualisation layers, and deployed container and orchestration platforms.
Senior Telecoms System Support Engineer / Team Lead
Evoluta / Conor International
Jan 2012 - Jan 2017 (5 years)
Resolved complex escalations for enterprise telecom operators and directed distributed support operations across Africa and LATAM.
Associate Technical Product Support Engineer
Openwave Systems
Jan 2007 - Jan 2012 (5 years)
Performed daily health checks and coordinated support activities as primary team lead for escalations.
Field Support Engineer
Gijima AST
Provided field support engineering services.
Technical Support Consultant
Comverse Ltd
Provided technical support consulting services.
Education
Degrees, certifications, and relevant coursework
AWS Certified Solutions Architect Associate
AWS Certified Solutions Architect Associate, Cloud Architecture
In progress certification for AWS Certified Solutions Architect Associate.
CompTIA
CompTIA Network+, Networking
CompTIA Network+ certification.
AXELOS
ITIL Foundation, IT Service Management
ITIL Foundation certification.
DevOps Masterclass
DevOps Masterclass: Docker, Kubernetes and Jenkins, DevOps
DevOps Masterclass covering Docker, Kubernetes, and Jenkins.
Salt
Salt API Security Fundamentals, API Security
Salt API Security Fundamentals certification.
ISO
ISO 27001, Information Security
ISO 27001 certification.
Axway
Axway API Administration, API Management
Axway API Administration certification.
Linux Professional Institute
Linux Certified Admin, Linux Administration
Linux Certified Admin certification.
CompTIA
CompTIA A+, IT Support
CompTIA A+ certification.
Availability
Location
United KingdomAuthorized to work in
Social media
Skills
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