Experience

Sota

• United Kingdom
• Information Technology & Services
• 1 - 100 Employee

• Service Operations Manager

  • Nov 2019 - Present



Capita Pension Solutions

• United Kingdom
• Financial Services
• 400 - 500 Employee

• IT Support Manager (Southern Region)

  • Mar 2015 - Nov 2019

  I have made improvements with process and procedures aswell as given structure to the team. I manage a team of 8 analysts based in 2 locations, performing probation assessments, appraisals & KPI’s. We support in excess of 1000 users over 7 Regional sites. During my time here I have restructured the team including bringing in and training 4 new hires, promoting 2 staff members to Senior Analysts and 1 from a junior role to IT Administrator aswell as bringing 1st line support analysts up to 2nd line standard to give a wider range of technical support to our customers. I have implemented a large number of procedures using ITIL framework aswell as making a lot of changes & enhancements to the current Service Desk Software, Supportworks. As I had no previous Supportworks knowledge I have been self teaching to bring myself up to speed to be able to make effective changes. As a result we are now able to show a true picture of the volume of incidents and requests coming into the SupportDesk along with being able to show trends and more problem management. I have been involved in 2 audits to date both of which we passed. I have to produce regular weekly reports to senior management to show improvements and planned works. I have also been going through an exercise of quality checking all of the current documentation on Sharepoint to ensure that it is both accurate and ITIL compliant. Another part of my role has been to build customer relations both internally aswell as with external 3rd party suppliers. Due to the size and structure of Capita many functions are provided in house at various locations worldwide, this can be confusing and at times frustrating as sometimes the simplest of task can become very time consuming, which is something we then need to help our end users to understand. Overall this has been a very interesting and challenging role and I feel that I have made a lot of positive changes here and put in a good structure to be carried on with. Show less



Shepherd Neame Ltd

• United Kingdom
• Food and Beverage Services
• 300 - 400 Employee

• Service Support

  • Aug 2012 - Mar 2015

  Providing support to the business onsite at The Brewery using a wide variety of technology along with field visits to managed houses around Kent, Surrey, Sussex and London. Providing support to the business onsite at The Brewery using a wide variety of technology along with field visits to managed houses around Kent, Surrey, Sussex and London.



Mizuho

• Japan
• Financial Services
• 700 & Above Employee

• Senior IT Security Officer

  • Jan 2011 - Jul 2012

  As the Senior Security Officer I primarily supported the IT Security function for the bank, however provided cover for the Service Desk when required. IT Security cover. Included pre-provisioning checks, provisioning & password resets for in excess of 200 applications. I was also involved with UAT testing for on-boarding new applications which entails producing knowledgebase documentation, security matrices & system lists also training of other team members. I worked closely with other support teams such as Application Support and Developers to enable our team to understand the applications better so we were able to provide support to the business. I was also responsible for providing evidence for Audit purposes. The Service Desk, in addition to taking & logging calls from the business (London & Overseas Offices), Touchpaper administration, provision of monthly reports & managing software licenses. Show less



City of London Corporation

• United Kingdom
• Government Administration
• 700 & Above Employee

• VIP Support

  • Oct 2010 - Dec 2010

  VIP Support Providing VIP support for the City of London including The Lord Mayor. Customer Service was of the up most importance in this role along with technical skills and ITIL experience. Supporting bespoke applications and Microsoft products within a Windows XP environment with an ongoing roll out to Windows 7. Support of Blackberry devices using BES 4.1 & 5 along with iPhones and iPads. Overseeing user security, AD administration creating/deleting users, permissions etc along with Exchange Admin. Use and administration of Infra Service Desk tool also creation of training documentation. This was a role took on to refresh my technical skills, aswell as utilising my extensive Customer Service ability. Show less



Hackney Homes

• Hackney

• Interim Service Desk Manager

  • Aug 2010 - Oct 2010

  Interim Service Desk Manager – Touchpaper Consultant I was taken on board to look after the Service Desk for a short period until the new permanent Manager took up the position. I was tasked with taking the opportunity to help them with the upgrade & configuration of LANDesk formally Touchpaper as there was no real knowledge of the tool within the organisation and it had been very under utilised. I made enhancements such as creating Processes for Hot Topics, automated closures and setup bulk closure. Created a new category structure for ease of use and more effective reporting. Setup analyst dashboards and queries. Implemented the online user portal for user self-service & analysts, the CMDB & Knowledgebase. I also brought down the backlog of calls from just over 700 to 250 along with improving the reports and setup a template to assist with the evaluation of team and individual performance going forward. Show less



Investec

• United Kingdom
• Financial Services
• 700 & Above Employee

• Service Desk Manager

  • Mar 2010 - Jun 2010

  Service Desk Team Leader. There was a team of 3 Helpdesk Analysts & 2 Support Engineers. Dealing with approx 2500 – 3500 Incidents and Service Requests supporting around 1000 users. The role consisted of hands on 1st and 2nd line support of desktops/laptops printers, scanners & telephony including Blackberries, password resets, account creations and troubleshooting, support of Office suite including Outlook. Infra system administration and support including ad-hoc enhancements. Customer Relationship Management within the internal business & other support departments. Management of annual leave, appraisals, KPI’s, shift rotas, performance management, along with assisting in the project pilot phase of rolling out Cisco desk phones. Holding daily ops meetings with Network & Server team leads & weekly Helpdesk team meetings along with bi-weekly one to ones with the Helpdesk. Incident/problem management & change control. Show less



TT Group

• United Kingdom
• Real Estate
• 200 - 300 Employee

• Service Desk Manager

  • Aug 2008 - Feb 2010

  extended Three Times Service Desk Manager. I managed a team of 6 helpdesk analysts and 2 service request analysts. This role included management of annual leave, appraisals, resourcing, performance management, project work, moves and changes also creation of helpdesk documentation and processes & procedures, resolution of 2nd line calls over the phone & deskside. Incident/problem management & change control. Proactively managing a backlog of calls inherited from previous Service Desk after a demerger. Show less



KPN

• Netherlands
• Telecommunications
• 700 & Above Employee

• Site Manager - Barings

  • Sep 2002 - Jun 2008

  I managed a team of 9 analysts onsite at Barings also 1 software packaging engineer at Givaudan in Ashford. The IT departments I was responsible for were; Helpdesk 1st & 2nd Line Support, Installations, Hardware, Moves & Desktop Integration Projects. This role includes management of annual leave, appraisals, resourcing, reporting, hosting client meetings, projects & ACD call monitoring also creation of helpdesk documentation and processes & procedures, training & recruitment, disaster recovery scenarios. Creation and production of monthly reports. Resolution of 2nd line calls over the phone & deskside, support includes dealing applications & terminals. On Site Quest International. Ashford (6 months) Line of business support. Resolving calls escalated to 2nd/3rd line also consulting with external 3rd party vendors. Supporting a wide range of business applications. Building of laptops & desktops using Norton Ghost. Support of specialist Industrial Zebra Label printers. On Site Scottish Widows - Chatham (1½ years) Senior laptop helpdesk support. Providing technical support to 3000 financial consultants in the UK. Support included Windows 2000 & NT351, Novell, Unix admin plus support of BPOS (SW dedicated operating system) using a range of IBM & Compaq laptops & portable printers. Show less



Pfizer

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• 2nd/3rd Line Support Analyst

  • Jul 2001 - Aug 2002

  extended twice 2nd/3rd line business support. Implemented support procedures for in excess of 200 business applications. Co-ordinated workloads within the support team using Peregrine Service Center. Resolved calls escalated to 2nd /3rd Line and when required consulting with external 3rd party vendors. extended twice 2nd/3rd line business support. Implemented support procedures for in excess of 200 business applications. Co-ordinated workloads within the support team using Peregrine Service Center. Resolved calls escalated to 2nd /3rd Line and when required consulting with external 3rd party vendors.



Magicale Helpdesk Solutions Ltd

• Helpdesk Consultant

  • Feb 2001 - Jun 2001

  Implemented Royal Blue. Helpdesk documentation: SLA's, roles & responsibilities. Compilation of statistics. Created and carried out customer surveys. Hosting client meetings. Developed access databases & created reports. Responsible for all levels of desktop support using Windows 98. Desktop/laptop builds, backups, hardware setup. Maintaining web mail services. Staff development within a Microsoft environment. Implemented Royal Blue. Helpdesk documentation: SLA's, roles & responsibilities. Compilation of statistics. Created and carried out customer surveys. Hosting client meetings. Developed access databases & created reports. Responsible for all levels of desktop support using Windows 98. Desktop/laptop builds, backups, hardware setup. Maintaining web mail services. Staff development within a Microsoft environment.



GE Capital

• United States
• Financial Services
• 700 & Above Employee

• Laptop Helpdesk Team Leader

  • Oct 2000 - Feb 2001

  Laptop Helpdesk Team Leader at Lloyds TSB. Managed a team of 6 analysts providing Technical Support to 3000 Financial Consultants in the UK. Support included NT4, NT351, Novell & UNIX admin. Support of BPOS (Lloyds dedicated operating system) using a range of IBM & Compaq Laptops & Portable Printers. Laptop Helpdesk Team Leader at Lloyds TSB. Managed a team of 6 analysts providing Technical Support to 3000 Financial Consultants in the UK. Support included NT4, NT351, Novell & UNIX admin. Support of BPOS (Lloyds dedicated operating system) using a range of IBM & Compaq Laptops & Portable Printers.



Lendlease

• Australia
• Real Estate
• 700 & Above Employee

• Systems Support Manager

  • Jul 1999 - Sep 2000

  Intranet project implementation and support. Office moves. Support of all office users and retailers. PC builds/ghost imaging & installs. NT admin. Server backups & admin. Point of sale support. Lucent Telecommunications support. Patching and cabling. Intranet project implementation and support. Office moves. Support of all office users and retailers. PC builds/ghost imaging & installs. NT admin. Server backups & admin. Point of sale support. Lucent Telecommunications support. Patching and cabling.



Robert Fleming

• Investment Banking
• 1 - 100 Employee

• Network Administrator

  • Jun 1998 - Jul 1999

  NT4/Novell administrator. Creating, deleting and amending NT and Novell user accounts. Granting permissions to software packages and server resources, troubleshooting account queries. Change request control. Atlas account admin. Amending user details on the firewall for Internet access. NT4/Novell administrator. Creating, deleting and amending NT and Novell user accounts. Granting permissions to software packages and server resources, troubleshooting account queries. Change request control. Atlas account admin. Amending user details on the firewall for Internet access.



Bankers Trust

• United States
• Financial Services
• 400 - 500 Employee

• Technical Analyst

  • Jan 1998 - May 1998

  Service Desk & Desktop Support. Network administration, creation of user accounts, passwords, troubleshooting. Service Desk & Desktop Support. Network administration, creation of user accounts, passwords, troubleshooting.



Computacenter

• United Kingdom
• Information Technology & Services
• 700 & Above Employee

• Desktop Support Team Leader - On Site Banque Paribas

  • Nov 1996 - Dec 1997

  Co-ordinated desktop migration & hardware rollouts. Support to 2nd line desktop PC & Macs. Call management. Purchasing. Statistical analysis for desktop support. It was a key role between Computacenter and the bank for SLA's and was very successful. Co-ordinated desktop migration & hardware rollouts. Support to 2nd line desktop PC & Macs. Call management. Purchasing. Statistical analysis for desktop support. It was a key role between Computacenter and the bank for SLA's and was very successful.



Schroders

• United Kingdom
• Financial Services
• 700 & Above Employee

• Network Administrator Team Leader

  • Feb 1996 - Nov 1996

  Onsite at Schroders for Osbourne Clarke Associates. Network admin - Novell, mail admin. Administered the network management team to ensure SLA’s were being met. Onsite Schroders London, Luxembourg, New York &Tokyo. 2nd lin support. NT/Novell/mail admin. Change control. Onsite Support - National Art Collections Fund. 2nd line support. NT/Novell/mail admin. Hardware installs. Onsite at Schroders for Osbourne Clarke Associates. Network admin - Novell, mail admin. Administered the network management team to ensure SLA’s were being met. Onsite Schroders London, Luxembourg, New York &Tokyo. 2nd lin support. NT/Novell/mail admin. Change control. Onsite Support - National Art Collections Fund. 2nd line support. NT/Novell/mail admin. Hardware installs.



Environment Agency

• United Kingdom
• Environmental Services
• 700 & Above Employee

• Systems Technician

  • Jan 1995 - Feb 1996

  Supported 800 + users on 16 sites around the country. Software and hardware support. Network admin. Mail admin. This was a Novell 3.12 envoronment, supporting and maintaining 19 servers. Supported 800 + users on 16 sites around the country. Software and hardware support. Network admin. Mail admin. This was a Novell 3.12 envoronment, supporting and maintaining 19 servers.