PROFILE

An outgoing, dependable and capable Manager, Trainer and Consultant, with a proven track record in efficient delivery to multiple clients, of multi-facet projects at all levels, from shop floor to board room.   Presenting a flexible, confident and business focused approach to high profile and time sensitive issues.   Extensive experience in service delivery, service excellence, incident escalation management and group/individual training and development.

KEY SKILLS

·        Excellent communication at all levels, skilled in giving constructive feedback to colleagues, peers and customers.

·        Confident and adaptable regardless of circumstance with ability to modify the approach to achieve the required outcome.

·        Extensive presentation, instruction and facilitation experience, training, directing and leading teams of up to 40 consisting of  both technical, non-technical, junior and senior staff.

·        Analytical and tenacious, identifies areas of organisational development to maximise and exploit business opportunities. Trained in ITIL Awareness & ITIL Fundamentals.

·        Experienced in troubleshooting and systemic cause analysis within organisations, processes and incidents.

·        Adopts a diplomatic and common sense approach, experienced in negotiating and influencing others.

·         Creative and good humoured, works flexibly across a range of tasks adapting quickly to new environments, processes and procedures.

Achievements

·         Successful transition of London Underground Ticketing Systems to XXXX Computer Centres

·         Mentoring 8 Operations staff through the Modern Apprenticeship programme

·         Implementation of the UK & Eire Web-hosting project 1500 servers @4 sites

·         Implementation of the French Web-hosting project 1000 servers @2 sites

·         Team integration of GME & CI Vauxhall teams into XXXX and ring fence organisation

·         Rollout of GM-Online Project 2500 users and 12 sites

·         Completion and accreditation of GL&D Instructor fast-track programme

·         Delivery of “Zero outage” Causal analysis programme in UK

·         Development and delivery of Situation Management & service excellence for UKIMEA

CAREER PROGRESSION

1998 – 2006         XXXX (UK, India, Middle East & Africa)                            

Service Excellence & Situation Manager – Directing team of 4, Virtual teams up to 50 leading incident management, On-Call escalation, Situation management, Zero outage programme and Causal analysis training, Workforce Management & Graduate induction. Best practice& ITIL awareness.

Promoting & driving Service excellence, service improvement plans and supplier performance, liaison directly with Clients and Client Executives.

Service Delivery Manager for EBX / Transys / Vauxhall / GM Delta / GME / FLSA / ESAAA / RR

Project Management for Web Hosting Implementation of 3000 servers in UK & France followed by co-ordination of teams in Russelsheim, Zaragoza, Milan, Rome & Dublin.

Project Implementation Manager – directing, delivering and troubleshooting the GM Online project on 36 servers and 2500 desktops across 12 sites in London, Luton and Liverpool.

Lead Service Delivery Manager for CI Vauxhall – Teams 12 @Luton, 22 @Ellesmere Port & 6 @Bootle Liverpool.

Production Implementation Manager – London Underground Ticketing System / eBusiness eXchange accounts & European Banking Service,  procedures implementation.

Operations support – Core Infrastructure – Supporting Multiple clients for first line Operations and help service support. Mentor for 8 trainees on  the Modern Apprenticeship  programme.

Transition - Operations manager (3 centres) LTPrestige Transys deal,

responsible for systems implementation and service migration to Stockley Park & Mitcheldean.

CAREER PROGRESSION – cont.

1988 -1998        XXXX Computer Centres & Helpdesk Manager 

Directing and co-ordinating the Computer Centre, staff, systems and networks plus >300 Station computers & >4000 Multi Fare & Few Fare Ticketing machines.

Daily 24 x 7 Op’s management including event and incident planning / callout / maintenance,    staffing / Health & Safety / 3^rd party supplier management.

1983 -1988        XXXX - Computer Operator & Senior Ops then Operations Manager,

             Working with Digital systems-DecVax, PDPs, Vax 750 / 785 / 8600 & 8650 series and Bespoke BT Micro systems for the national radio paging centres at London, Edinburgh, Birmingham & Wales.

TRAINING & LECTURING  EXPERIENCE

ABN Amro – PEM training neXXXX analysis & Planning Delivery manager programme for UK & NL

Induction training for MOD Project @RNAS Yeovil (4 Courses) 88 Delegates

Induction training - Solcorp in UK & Rotterdam (4 Courses) 78 delegates

Global Learning & Development Training >300 delegates @ Derby, Telford, Wavendon & Milton Keynes x4, Uxbridge, Camberley, Hook x 4, Fleet x 3

Causal analysis tech teams for Zero Outage programme >150 candidates , Department of Work & Pensions, HM Prison Service.

Project presentations and client team development

1 to 1 mentoring (8 graduates) Modern Apprentice programme

XXXX Technical Infrastructure Operations – Prestige (Transys) applications and systems training.

LRT (TFL) Safety and DSE training & assessor

LT Prestige Operations Teams, technical training bespoke systems & DCL

External - youth & special interest training groups.

Puppeteer essentials, ad-libbing and “scripts on the fly”

INTERESTS

5 years Metropolitan Police Special Constabulary service (YF176) in Enfield, Edmonton, Tottenham, Cheshunt and Ponders End.

Boy’s Brigade leader  / GFT Church Youth Group leader / HUMB Puppet Ministry Organiser

HBW Children’s Christian Holiday Club / Licensed by Bishop of Hertford to administer Communion

Swimming / walking / Wado Ryu Karate / boating / canoes / cycling / writing / films / Prolific Poet (some published)

MOBILITY:-

Current British Passport ,  Car owner with clean driving licence and willing to travel

References:   Available on request