Information Technology Support Manager

• Aug 2021 - Present

IT Services Manager

• Aug 2019 - Feb 2021

IT Services Manager

• Jun 2017 - Jul 2019

Infrastructure Support Team Lead

• Aug 2016 - May 2017

IT Support Manager (Contract)

• Mar 2015 - Jun 2016

IT Support Manager Pernod Ricard UK - Chiswick Implementation of the UK Service Desk transition to an ITIL aligned function, conforming to the new Global Group strategy. Creating ITIL process documentation, promoting effective and timely handling of Incidents and Requests. Introducing Problem Management and Root Cause and Analysis to support customer focused KPIs. Managed all Service Desk recruitment (contract and perm) including staff capability process. Team of three supporting 350 plus user Responsibilities: - Managing all Service desk activities including projects and BAU - Reduced Open L1/L2 tickets from 300+ to 40 within three months utilizing best practice and ITIL based processes - Producing weekly/monthly KPI reports reviewed weekly (FCR, Escalations, SLA, Ticket Update times) - Documenting and implementing ITIL based processes and procedures - Transitioning responsibilities previously managed by L3 to L2 (supported by documentation and handover/training sessions) - Managing and reporting on monthly Change Review (QlikView reporting) - Singular point of escalation for all user issues from support teams and users - Attending cross departmental meetings, recording and updating IT Service action points and issues raised. - Working closely with the Human Resource department for recruitment and staff capability processes and hiring\firing permanent and contract members of the Service Desk team - Supported Exchange to 365 Migration, Office 2016 upgrade, Windows 7 to Windows 10 - Managed all Procurement purchases and Inventory\Asset Management Show less

IT Service Delivery Manager

• Jan 2012 - Oct 2014

• Responsible for service delivery across three sites supporting 1400+ customers.• Reduced open tickets from 400 to below 100 within three months using best practice ticket handling and behavioural changes. Reduced repeat tickets by 70% utilizing Problem Management.• Managing three Service Desk teams (London/Edinburgh) totaling twelve analysts.• Client service review meetings reporting on performance(KPIs) service improvements, projects status, change, and customer service levels.• Weekly management meetings reporting on objectives, service levels, projects and strategy implementation.• Major incident management. Weekly change and critical incident review meetings.• Recruitment. Training and mentoring. Performance reviews, including bi-weekly objective orientated 1-2-1s.• Manage transition and integration projects ensuring successful implementation of agreed SLAs and IT model including: software/hardware and enterprise solution deployments, desktop standardisation and staff TUPE.• Manage all financial aspects including equipment life-cycle, disposal, audits, budget proposals and procurement requests.• Responsible for introduction of ITIL processes and accompanying documentation including escalation process, ticket ownership, and FTF procedures. Show less

IT Team Leader

• Jul 2008 - Mar 2012

Service Desk Team Leader - July 2008 – March 2012Lion ReSources UK • Focal point for escalation and critical incidents• Act as ticket owner for all resolver groups• Support and Lead a team of 7+ Analysts• Daily Ticket wash-ups and management of staff resources throughout the day• Integration Technical Lead for new acquisitions, handled Hardware\Software and Software License processes and documentation• Responsible for hardware baseline audit across all UK sites, reporting to MD• Management, deployment, and publishing of Windows Updates across all UK sites (5000+ Workstations)• Mentoring and support• Organisation of shift rotas• Managing build team projects to timelines Show less

Senior Desktop Analyst

• Jan 2006 - Jan 2008

Supporting a group of digital and creative media companies in various aspects of ITWireless support, mobile technologies such as Blackberry Smartphone's, and VPNPerform all-site audits and documentationWorking within a team, as a focal point for everyday hardware/software problemsTo manage the day to day running of a team, including call management, and customer liaison

Senior Desktop Analyst

• Jun 2004 - Jan 2006

• Supporting a group of digital and creative media companies in various aspects of IT• Wireless support, mobile technologies such as Blackberry Smartphone’s, and VPN• Perform all-site audits and documentation• Working within a team, as a focal point for everyday hardware/software problems• To manage the day to day running of a team, including call management, and customer liaison

Desktop Analyst

• Apr 2000 - Jun 2004

- Hardware Support- Exchange, Novell, Lotus Notes, Adobe- Documentation- Blackberry, Wireless and Mobile Devices