Objective
My ideal role is within IT Service Management. I am fully equipped to help plan and deliver an efficient and effective IT Service within highly pressured environments.

Qualifications

Currently working towards ISEB Service Manager’s Certificate – exam pre-booked for Jan 06
06/05                     ISEB IT Service Management Foundation Certificate (ITIL)
12/04                     MCP (70-210: Windows 2000 Professional Workstation)
11/03                     MOS (Microsoft Office Specialist: in Access 2000)
04/03                     City & Guilds Level 2 Diploma in Software Development:
                             Create Software Components Using Java (PASS)
06/98                    A LEVEL: Chemistry (B), Biology (B), Math’s (C)
06/95                    GCSE: Science Double Award (A/A),
                             English Language / Literature (B/B), Math’s (B)
                            History (B), Geography (B)

Education
09/92 - 06/98 Greenford High School / 6th Form, Southall, Middx

Experience
[snip], Westminster, London
Service Desk Manager (Contract) 12/04 – present (Initially a 3 month contract)

• Designing, implementing and developing the Service Desk function and associated processes and procedures along ITIL best practice guidelines. Working for the largest NHS ‘Foundation’     Trust within the UK. Providing 1st and 2nd Line support to 2 sites, over 8000+ Users and 5000+ desktops;

• Managing a team of 6 Service Desk Analysts, performing staff appraisals, training,       attendance records, disciplinary issues, setting objectives, chairing bi-monthly team       meetings, etc.

• Overseeing Change Management, liaising with senior staff and attending CAB meetings;
  Communicating expected / unexpected Changes, Downtime, etc to relevant business        sections with progress updates;

• Working with the main IT budget holders and Finance department to arrange recharging      costs of services and items back into the IT revenue budget;

• Improving the Customer / User service through a variety of activities such as Complaints Procedure, Customer Surveys and Charters;

• Remedy Magic 7.5 System Administrator – Configuring / developing modules within this Incident Management tool (Knowledge Base, Asset Management, SLA integrations and automation);

• Reviewing the above incumbent application and assisting in the vendor selection and fit for process selection of replacement;

• Producing Management Statistics: – Performance metrics for all areas within the department; trend analysis and business related reports. Regular designing of Crystal reports for management as well as stand alone real-time reports within Excel,

• IT Procurement Manager – benchmarking the process and redesigning a streamlined       approach ensuring standard catalogue is up to date and Users orders are QAed, approved     and purchased according to policy.

Overseeing the ordering of IT hardware, software and services both internally and for all Trust departments. This is a critical responsibility;
IT Stock Manager – design, development and implementing of this process / function;


[snip],  N. London
Helpdesk Team Leader 06/03 – 12/04 (18 months)

• Managing and developing the 1st Line Support Desk (a team of 5 Analysts) supporting 4      NHS Trust Hospitals as part of the PFI contract for IT Managed Services awarded to       Siemens.

• Supporting over 800 Users on standard and bespoke software, hardware and network issues and fielding calls to the next escalation point where necessary;

• Touchpaper Helpdesk System Administrator - configuring GUI design, database      consolidation, SLA integration; Knowledge Base management;

• Developing and implementing the User network / e-mail account administration process (‘Starters & Leavers’) – enforcing the policy and undertaking regular activities to ensure the prime dataset was up to date by matching data from Payroll (SAP), IT (AD) and the       Helpdesk software;

• User database consolidation overseeing the combining of 3 separate User database stores;
  Rolling out in-house training for Helpdesk staff;

• Producing reports on a regular basis, for management statistics, assessing call types, staff training needs, ensuring our client SLAs are observed at all times.
  
  [snip], Putney, London
  Technical Support Analyst 05/02 – 05/03 (12 months)

• Providing 1st Line Technical Support to ISP Customers;

• Troubleshooting connection, user authentication, e-mail, Internet, web-hosting;

• Raising tickets, escalating issues to appropriate department(s);

Using indigenous call logging software and intranet based tools to assist in troubleshooting including mail-checker and virtual Operating Systems.

[snip], Uxbridge, Middlesex
Team Leader 04/01 – 05/02 (13 months)

• Customer Technical Support Agent 04/00 – 04/01 (12 months)

• Supervisor to a team of 11 individuals within busy Call Centre;

• Assessed team management & training needs, monitored team output on a daily basis -keeping abreast with Service Level Agreement standards.

• Provided 3rd Line Customer Support, resolving escalations, complaint issues, repair chase ups, etc;

• Providing 1st / 2nd Line Technical Support to Sony consumers;

• Troubleshooting advanced technical issues, arranging repairs / deliveries on the system, taking ownership, escalating when necessary;

• Promoted to Team Supervisor after 16 months.

Training
11/05                     ITIL Service Support
07/04                     Hands On Crystal Reports
04/04                    Windows 2000 OS and Networking Essentials
11/03                    Touchpaper Helpdesk Designer
                            Touchpaper Helpdesk Reporter
                            Touchpaper Helpdesk Advanced Reporter
09/03                    MS Access 2000 Fundamentals (NETg)
08/03                    Vision 2 Learn – Wizard on the Web
12/02                    Java Programming
11/02                   Complete Web Publishing (Front Page 2000)

Skill Set
Windows (95, NT4, 98SE, Me, 2000 Pro, XP, Server 2003)                                                               SQL Enterprise Manager; Active Directory;                                                                                  MS Exchange Administrator; Crystal Reports 10; MS Office 2003;                                               Visio 2004 Pro; Remedy Magic 7.5, Touchpaper Helpdesk; HEAT;                                              Nortel Symposium, SQL scripting, Excel advanced reports.
 

References
Available upon request