Service Delivery Manager

• Sep 2022 - Present

Service Delivery Manager

• Dec 2019 - Sep 2022

Providing Service Delivery Management and ensuring quality customer service to Microsoft D365 customers. Key skills and experience: • Service Delivery Management • Service Management • Service Review Reporting • Weekly, monthly and quarterly Service Reviews • Managed Services & cloud hosting • Support contract renewals • Maintaining Service Level Agreement (SLAs) • Resource allocation • SOW / change request admin • Meeting planning, hosting and follow-ups • Time utilisation and reporting • Account Management • Service performance analysis • Incident, Problem and Change processes • Case Management • Customer escalations • Major incident management (MIM) • Customer Service • Customer transitions • Quality of service (QoS) • Working with onshore / offshore resources • Engaging with Microsoft on third party issues • Engaging with key stakeholders • Home / remote working • Sales leads and opportunities • Continuous Service Improvement Plans (CSIP) • Mentoring / coaching • ITIL • Microsoft D365 (CE and F&O) • Microsoft Dynamics CRM • Microsoft AX • Microsoft NAV • Microsoft SharePoint • Microsoft Power BI • Microsoft Power Apps • Microsoft Azure DevOps • Microsoft Teams Show less

Application Support Analyst

• Nov 2018 - Nov 2019

Providing 2nd line application support specialising in Microsoft Dynamics 365 for UK and international customers within the health, social housing and LRG sectors. Key skills and experience: • Providing 2nd line specialist application support for Microsoft Dynamics CRM 2016 and 365 On Premise/Online • Incident triage, analysis, resolution and documentation • Problem, Change and Service Request management • Customisations and deployments • Customer site visits • Weekly Call Reviews • Monthly Service Reporting • Working with onshore and offshore resources • Engaging with Microsoft on third party issues • Home/remote working • Maintaining internal development servers • Maintaining Service Level Agreement (SLAs) • Microsoft Skype for Business, SQL, Azure • ITIL Show less

Application Support Analyst

• Jan 2013 - Nov 2018

(Formerly Ciber UK) Providing 2nd line application support specialising in Microsoft Dynamics 365 for UK and international customers within the commercial, NFP and LRG sectors. Key skills and experience: • Providing 2nd line specialist application support for Microsoft Dynamics CRM 4.0, 2011, 2013, 2015, 2016, 365 On Premise/Online • Incident triage, analysis, resolution and documentation • Problem, Change and Service Request management • Customer site visits • Weekly Call Reviews • Monthly Service Reporting • Assisting with customer transitions • SME and escalation point for key customers (Orbit, NFU, CUK) • Management of customer Service Credits • Working with onshore and offshore resources • Engaging with Microsoft on third party issues • Home/remote working • Maintaining Service Level Agreement (SLAs) • 24/7 on call support • Microsoft Skype for Business, SQL, Azure • Salesforce, Ascent CRM • ITIL Show less

Technical Support Consultant

• Apr 2006 - Jan 2013

Providing outsourced 1st, 2nd, 3rd line technical support to three UK companies based in Nottingham, Leicester, Cardiff, Edinburgh, London and Blackburn. Key skills and experience: • Providing 1st, 2nd, 3rd line helpdesk technical support • Supporting Microsoft Windows and Apple Mac OSX clients • Mobile working (Apple iOS, BlackBerrys, 3G USB Dongles) • Hardware maintenance and repair • TCP/IP, DNS, DHCP, RDP, Wi-Fi, Active Directory, NTFS, GPOs, WDS, WSUS • Microsoft Windows Server, Microsoft Exchange, Domain Controllers, Terminal Services, BES • Physical/virtual servers • Anti-Virus, Anti-Spam (Sophos, Antigen) • Server data backup and restore (Symantec Backup Exec) • VOIP telephony • Firewall security and web filtering (WatchGuard, Webroot) Show less

ICT Systems Support Assistant

• Dec 2000 - Apr 2006

Providing IT support and development to 100 internal employees at offices based in Leicester, Bucks, Scotland and Ireland. Key skills and experience: • Supporting Microsoft Windows clients (Windows 97, 2000, XP) • Hardware maintenance and repair (PCs, laptops, iPAQs) • Microsoft Windows Server, Domain Controllers, Active Directory, Microsoft Exchange • Database maintenance and development (Microsoft Access) • CD software development and deployment (InstallShield, DemoShield) • Website design (Adobe GoLive, Dreamweaver) • Server data backup and restore (Symantec Backup Exec) • Anti-Virus, Anti-Spam (McAfee, Antigen) • TCP/IP networking, Terminal Services, RDP • UPS, LAN switches, data/voice cabling • IT training and maintaining IT stock levels Show less