Experience

UnLtd

• United Kingdom
• Non-profit Organizations
• 1 - 100 Employee

• IT Systems Technician

  • Jul 2018 - Present

  London, United Kingdom System Management Proactively manage UnLtd’s IT infrastructure across all departments and locations including remote working across the UK Maintain and execute a plan of system maintenance and upgrades covering hardware, software, local and regional networks based on end user’s requirements. Define, plan, costs and project these improvements Troubleshoot system and network problems - diagnosing and solving hardware/software faults, seeking support as required from the 3rd party… Show more System Management Proactively manage UnLtd’s IT infrastructure across all departments and locations including remote working across the UK Maintain and execute a plan of system maintenance and upgrades covering hardware, software, local and regional networks based on end user’s requirements. Define, plan, costs and project these improvements Troubleshoot system and network problems - diagnosing and solving hardware/software faults, seeking support as required from the 3rd party IT Service provider Actively seek to improve network resilience, stress testing the network and infrastructure and proposing courses of action to improve any weakness/vulnerability where identified Manage and maintain network applications to support all existing systems and users, including setting up new users, devices and other system infrastructure Plan the installation and configuration of routine upgrades and service/security patches Maintain an inventory of all IT equipment including applications and equipment Ensure effective back up, disaster recovery and business continuity arrangements are established and routinely reviewed/tested Manage the system security, proactively ensuring that our systems are updated in-line with current best practice Ensure that all relevant contracts, licences and warranties are set up, managed efficiently and maintained User Support Manage the user helpdesk ticketing system resolving issues either face to face, on line or over the phone Resolve IT issues under own initiative, liaising with the 3rd party IT Support provider or hardware and software providers as necessary Provide consultancy, guidance support and advice to internal IT Development projects run by third parties at UnLtd Visit regional offices as required to provide support and maintenance for local hardware and software Other Manage the IT budgets in line with business need, undertaking month reconciliations, submitting invoices for payment and managing suppliers Show less



Charityshare Ltd

• Service Desk Quality and Training Team Leader

  • Mar 2016 - Jun 2018

  Handle the learning and professional development of the Service Desk Team. Providing training to enable the service desk staff carry out first line support. Analyse the performance management information of the service desk and identify trends that point to training needs or process improvement. • 1st Line & 2nd Line Service Desk Support • Process Improvement in an IT Outsource Service provision • Implementation of Service Rectification Plans • Audit Assessments of Service… Show more Handle the learning and professional development of the Service Desk Team. Providing training to enable the service desk staff carry out first line support. Analyse the performance management information of the service desk and identify trends that point to training needs or process improvement. • 1st Line & 2nd Line Service Desk Support • Process Improvement in an IT Outsource Service provision • Implementation of Service Rectification Plans • Audit Assessments of Service Functions & Resolver Groups • Creation and management of centralised Reporting Services for an Information Technology Outsource Service • Service Desk Staff Training • Major automation of service processes and procedures • Implementation and Development of Management Information & Service Management Solutions Show less



Capita Asset Services

• Deputy Supervisor

  • Sep 2015 - Feb 2016

  Working within the Share Plans Support team ensuring that plans are administered in accordance with; • Department procedures • The Client’s and Participants requirements • The Trustee/ Scheme Rules • HMRC guidelines • FCA guidelines • Risk Policy • Stock Exchange guidelines (in respect of Director’s announcements) • Other Regulatory requirements/ bodies as appropriate Professionally dealing with telephone/written/e-mailed enquiries, requests and complaints from… Show more Working within the Share Plans Support team ensuring that plans are administered in accordance with; • Department procedures • The Client’s and Participants requirements • The Trustee/ Scheme Rules • HMRC guidelines • FCA guidelines • Risk Policy • Stock Exchange guidelines (in respect of Director’s announcements) • Other Regulatory requirements/ bodies as appropriate Professionally dealing with telephone/written/e-mailed enquiries, requests and complaints from Participants and Clients Audit work produced Offshore as it relates to the processing of Applications, Leavers, W8 BENs, Contribution files and CON/COAs Provide feedback around the quality of the work completed, by the Offshore team Show less



Money Mart Financial Services

• United States
• Financial Services
• 700 & Above Employee

• External Collections Team Leader

  • Feb 2013 - Jul 2015

  • Plan and manage workflows and performance of all Debt Collection Agencies (DCA) and agents, against defined goals and objectives, using all available management information, ensuring that targets and quality are achieved and maintained • Demonstrable ability to develop dynamic ways to negotiate with DCA suppliers and deliver on revenue objectives agreed by business units • Provide upload/download of data, invoicing, reconciliation, customer information, data cleansing, file distribution… Show more • Plan and manage workflows and performance of all Debt Collection Agencies (DCA) and agents, against defined goals and objectives, using all available management information, ensuring that targets and quality are achieved and maintained • Demonstrable ability to develop dynamic ways to negotiate with DCA suppliers and deliver on revenue objectives agreed by business units • Provide upload/download of data, invoicing, reconciliation, customer information, data cleansing, file distribution and phone line support • To provide effective leadership to deliver on personal, team and business targets • Experience in carrying out key people management processes including recruitment, appraisals, performance management, attendance management, health and safety, training needs analysis, coaching and development • Reporting to line management on performance of individual DCA and providing statistical information supporting performance or customer related issues • Improvements to income stream generation and suggestions on performance improvements by DCA via feedback or presentation to line management including DCA themselves • Ensure individuals within team achieve all targets set – monitor the team’s performance, development for every aspect of targeting and provide appropriate feedback to team – Motivate the team to achieve objective • Manage overtime, time keeping, absence and holiday within the team and arrange cover reallocated timed events/work tray items accordingly to ensure delivery of targets • Responsible for collating necessary information and then delivery of performance reviews at the agreed frequencies for the team • Providing a weekly and monthly brief to manager on teams performance: estimated/actual and provide action plan for following week and month • Assist and motivate team member’s by evaluation of job performance and training issues on a regular basis

• Financial Difficulties Team Leader for Collections Support

  • Feb 2012 - Feb 2013

  Bromley, United Kingdom Management of 13 individual’s performance, tasks and business expectations whilst retaining the ability to have a hands on approach. Ensuring the delivery of customer service in line with business desirables and expectations, in addition to managing the company’s debt management portfolio and financial difficulties performance in line with regulatory bodies MALG, FOS, OFT, TSO and DEMSA.

• Hardship Advisor for Collections Support

  • Feb 2011 - Feb 2012

  Bromley, United Kingdom

• Collections Agent

  • Oct 2010 - Feb 2011

  Bromley, United Kingdom



Fredrickson

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Telephone Negotiator

  • Jul 2010 - Oct 2010

  Tolworth



Coral

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• Assistant Manager

  • Nov 2008 - Jul 2010

  Croydon, United Kingdom