ITIL qualified with broad ITIL Service Management skills specialising in Service Desk, Incident, Problem, Change Management and Service Level Management disciplines. Also having an understanding and in the requirements of Configuration Management and Contingency Planning.  

Technically competent with exposure to variety of automated Service Management tools, including hands on development and project management experience with Assyst for Incident, Problem and Change Management. Also gained exposure to a variety of platforms, applications and business systems. 

Broad business exposure and constantly building on a wide range of management leadership skills, including consultation, relationship management and personnel development. Excellent verbal and written communication skills to both peers and senior management, at technical and non-technical levels. 

Able to identify priorities and overcome conflicts based on key strategies and effective decision-making and problem-solving skills. Flexible and adaptable in diverse situations, taking responsibility and seeing initiatives through to completion. Able to learn quickly and master new disciplines in a short time, a self-starter and able to work on own initiative all within a project management framework as required

ITIL QUALIFICATIONS:

q  Foundation Certificate in IT Service Management (ITIL) ISEB/EXIN, 1998

q  Service Level Management Practitioner Course (ITIL), 2000

OTHER COURSES:

q  'Assyst' - Administration

q  'Assyst' - Change Management

q  'Assyst' - Asset Management

q  Project Management & Business Communications

q  Seagate Crystal Report Writing

q  MS Excel Intermediate

q  MS Access Advanced 

1994 - 1997

Staffordshire University

q  3rd BSc. (Hon) Innovations & Business Computing

1992 - 1994

Staffordshire University 

q  BSc. Hon Computing Science (Changed Course)

1990 - 1992

Cavendish College

q  Diploma in Computing - Pass

1988 - 1990

Croydon College

q  BTEC National Diploma in Engineering

q  5 GCSE passes 

September 2003 - Current   - Service Desk Team Leader & Assyst Administrator

Environment Agency

As Part of a UK government organisation helping them to achieve their goals and targets during a time of change. The IT dept is going through a service delivery review to improve performance and working practices to suit a new working structure. As the Service desk team leader it was my duty to establish a service desk team and guide them through while implementing new processes and procedures in an ITIL framework. Also re-implement the Assyst management tool to suit the needs for the new organisation structure. 

Ø Lead a team to deliver a first line fix on at least 65% of all calls

Ø 94% of all calls were resolved within 4 working hours.

Ø The team was split across sites, to simulate virtual service desks so that I could check feasibility.

Ø Promote the professional culture and working practices within the Service Desk.

Ø Ensured Health and Safety issues are addressed at an appropriate level.

Ø Managed any people or team issues (motivation/morale etc)

Ø Created, amended and contributed to processes, procedures and tools

Ø Provided guidance to other staff on the team in process/procedures and on use of tools.

Ø Provided admin and configuration skills for an Assyst installation,

Ø Developed Assyst to match existing and new processes, and delivered quick system changes as required.

Ø Recommended and lead the setting up of a clean Assyst installation to support the pilot service desk

Ø  Currently in the process of setting up a new installation of the Assyst Service management system to work in the new organisation re-structure, to improve performance and incorporate new processes.

February 2000 - July 2003 - IT Service Manager

Ingersoll-Rand - Security and Safety Sector

An international corporation made up of a number of industry sectors. I was selected to manage and implement the IT Service requirements of the 6 UK companies of the Security & Safety Sector using the ITIL framework to effectively reengineer existing processes and introduce new working processes.

Responsibilities:

Ø Part of UK IT Management Team, required to define IT strategies in conjunction with the UK Management Team goals.

Ø Define & maintain Service Desk strategies and near term objectives.

Ø Recruited a Service desk team to document, implement and run a new centralised IT dept, providing a technical support service to 6 disparate companies over 20 UK locations using the ITIL framework.

Ø Team/people management. Staff appraisals, training & development.

Ø Manage and maintain all aspects of Change, problem, incident and Asset management on a continuous basis.

Ø Software Licence control and monitoring. 

Project Management:

Ø Designed, developed and implemented an in-house incident management tool.

Ø Managed the implementation project for the outsourcing of desktop support across the UK to provide on site technical support.

Ø Managed the implementation of Desktop Remote control software.

Ø Managed the implementation of the software distribution and asset management software.

Ø Performed requirements gathering and performed supplier evaluation on Help Desk software -Assyst.

Ø Co-managed the Assyst implementation in the USA help desk

Ø Managed and designed the Assyst implementation for the UK help desk 

Process Design & Implementation:

Ø Designed, implemented, documented and continuously monitoring of Processes in an ITIL structure:

o     Incident Management

o     Problem Management

o     Asset Control

o     Change Management

o     Disaster Recovery

o     Operational Acceptance

o     Standard Operating Procedures 

Service Level Agreements:

Ø Worked with the business leaders to design, agree and implement Service Level Agreements.

Ø Customer relationship management via regular Service review meetings.

Ø Maintain supplier/third party relationship via regular supplier reviews.

Ø Produce regular customer satisfaction results via surveys. 

Reporting & Documentation:

Ø Data interrogation and statistical analysis.

Ø Regular reports/statistics for all UK management.

Ø Developed and implemented Intranet site for the Servicedesk. 

July 1997 - February 2000 - IT Support Analyst

Pink Roccade Group (Formally Pink Elephant)

Based on the following client Site:

ORACLE Corporation UK Ltd, Reading. Computer Operations, Team Leader

Environment: UNIX (Solaris), Remedy call logging system, Oracle Office, KEAVT

Providing support for many Network servers on a 24-hour basis, 12 hour shifts. Analysis of data and databases, that may have software or hardware errors. Liasing with other departments to resolve problems. Resolving hardware problems at other sites. Backing up databases and storing information according to correct UNIX/IBM procedures on daily basis. Monitoring servers and keeping databases up and running. Checking Backed up data to determine if successful. Generating reports for failed backups to bring to attention of senior management. Monitoring job queue and assigning relevant jobs to Operators. Monitoring and logging Helpdesk calls and if possible resolving the problem.

ORACLE Corporation UK Ltd, Reading. ServiceLine, Helpdesk Analyst

Environment: UNIX (Solaris), Oracle Office, KEAVT, NT User Manager, Remedy(ISIS) call logging system

1st line support role, includes taking & logging calls, fixing the problem to as much depth as possible. Assigning and liaising with other departments to provide a quick solution and fix. Support can include anything from the Network server problems to simple PC or laptop problems.

Prudential Bank, Dudley, E.G.G Service Desk

Environment: IBM Mainframe(As/400), NT Exchange Admin, NT User Manager, RoyalBlue Call Logging System.

Providing support to the banking staff in a busy environment via phone and e-mail, 90% which are fixed at 1st line. Support is provided either over the phone or in person if required. Liasing with other dept and keeping users informed is a continuous process that is required in order to provide an efficient service. Also being able to spot a potential Crisis before it comes, is a skill that is built through experience. Being the more experienced than my fellow 'Pinkers', I take it as my duty to help and train them continuously.

TNT Express World-wide, Atherstone. Helpdesk Analyst

Environment: UNIX (HP), IBM Mainframe, MVS/VM, NT Admin, Solve Call Logging System.

As part of a team providing 24 hour support to UK and World-wide sites. Role includes monitoring and logging calls, 95% of which are solved at 1st line. Duties also include some 2nd line support, where the more difficult problems are fixed by liaising with users and other support groups.

Windows 95/98, NT, 2000, Lotus Notes V5, Crystal reports, MS Frontpage web development, NT & 2000 Admin, Oracle Office, Oracle SQL, MS Office, Lotus suite, Internet Explorer and Netscape, PC hardware and software builds. Telnet: KEAVT, Reflections, Chameleon, Vision. Call Logging: Assyst, Remedy, RoyalBlue, Solve.