Experience

Fifosys Ltd

• IT Procurement Manager

  • Jun 2012 - Present

  I have joined Fifosys as a Procurement Manager, working on Clients' Procurement needs & providing a professional solution to their I.T Infrastructure requirements. This involves recommending, quoting & sourcing new Hardware & Software to upgrade Clients current infrastructure. Whether it is a Project involving a whole new set up, or adding to a current set up, Fifosys as a Managed Service Provider will go the extra mile to give Clients the support they need & provide the overall solution. Main Responsibilities include:Quoting clients using the Quosal Quoting Tool on IT Hardware/Software/Services, add to existing infrastructure or to replace old. Sending out quotations to clients to approve. Communicating with the client base and amending quote as necessary. Negotiating pricing support from distributors and manufacturers in order to secure a project winOnce approved, ordering the kit from our distribution network and updating our internal Connectwise system so that the project team have visibility and can progress the install. Liasing with distribution on the latest promotions and offers which are then communicated to our clients.Overall managing a seamless procurement process and ensuring processes and protocal are followed at all times. Putting the client at the forefront of what I do on a daily basis and ensuring they receive the best possible service from uswww.fifosys.com



A&O Services

• United Kingdom

• INCIDENT MANAGEMENT ADVANCE/SCHEDULING TEAM LEADER

  • Mar 2009 - May 2012

  My position at A&O Services is that of an Incident Management Team Leader. My primary objective in this role was to provide 'hands-on' support to Department & other departments across the business & take responsibility for the maintenance of key support functions within the team ensuring that service levels are kept. My duties are highligted below. I work in a very busy team & manage my workload well. I am using my skills & previous experience in this role & have grasped the Dymanic Scheduling Engine well. I work alongside the Incident Management Team on a daily basis & aim to resolve any escalated service calls as soon as possible. I am an escalation point for 7 other Schedulers in the team & assist regularly to meet contractual SLA's. I also trained the team on more productive scheduling techniques. Main duties were:Allocating & scheduling field engineers to attend site & resolve fault calls within SLA Making appointments with secured customer sites using the ‘Dynamic Scheduling Engine’ Monitor performance & take remedial action or escalate to ensure high levels of achievementRemedial action where calls may go ‘out of contract’ without further attention, updating call history on the call management system & updating the clientUpdating Asset log with serial/tag no’s. of equipment on site & advising the contracts teamManaging users repair requests by logging new incidents for all hardware & forwarding to the relevant team memberRegistering new hardware/software, asset tagging equipment into the Configuration Database Configuration of mobile telephone devices /PDA’s for field engineers & office staffAssisting the team & cover additional duties in the event of absense within the departmentRelocating IT kit, Cable manage, trace & patch ports to the switch One of my achievements are that I migrated all field engineers to the company standard on AD/Exchange within set deadline



Wincor Nixdorf

• Computers and Electronics Manufacturing

• SCHEDULING TEAM LEADER

  • Apr 2006 - Feb 2009

  Main Duties were:Scheduling engineering personnel to attend ‘on site’ fault calls in the most cost effective & efficient manner to meet our Service Level Agreements (SLA) & contractual commitmentsLiaising with third party suppliers where external resource is required to complete callsMonitoring performance & take remedial action or escalate to ensure high levels of achievementIdentifying Trends - analysis in software/hardware failures & progressing for remedial action Achievements include being promoted to this position due to my hard work & dedicationAssisted team members in achieving their performance targets on a weekly basisDesigned & implemented a service recovery plan through analysis of specific service delivery failures through client feedbackManaging a team of weekend engineers & dispatch staff & maximising their productivityCarrying out requests on AD by creating, amending & deleting user groups & permissions



Wincor-Nixdorf PLC

• SERVICE DELIVERY EXECUTIVE

  • Jan 2003 - Apr 2006

  Somerfield Partnership Desk was formed when Wincor Nixdorf gained the EPOS Contract. Main Duties were:Organising & micro managing 4 hours response & break fix incidents & updating clients on statusProviding telephone support for field engineers as well as clientsReporting & updating incident logs on client's hardwareActively communicating with customers to keep them informed of progress made on incidentsMonitoring & highlighting trends or re-occurring faultsLiaising with various department internal & third party to achieve service level agreement of 95%Produced daily failure & root cause reports for Account Managers & ClientAttending monthly review meeting with Account Manager to discuss previous months' performanceFirst point of escalation for Somerfield HelpdeskEnsuring in -house database & clients database is kept up to dateProject co-ordination of the clients chip & pin installation across 1300 stores nationwide from October 2004Implementation & support of the Out of Hours Desk



Lloyds TSB Motorent

• PURCHASING CO-ORDINATOR

  • Apr 2001 - Dec 2002

  Main Duties were:Responsible for sourcing, purchasing & arranging delivery of Contract Hire vehiclesManaging the supplying dealer network to ensure they met the company’s quality standardProgressing pipeline orders, monitored status of orders outstanding & arranging demo’sKey contributor to the group review committee agreeing on going Dealer NetworkDevised a report analysing orders by manufacturer & dealer, to monitor activity & efficiencyThrough aggressive negotiation assisted telesales to be the most successful team in 2001



Telewest PLC

• HELPDESK REPRESENTATIVE

  • Oct 1999 - Mar 2001

  Main Duties were:Solving customer service issues through inbound calls to the helpdeskInvolved in carrying out first line diagnostics & then booking technicians if unresolvedAdministration duties included logging faults & escalating to the technical services teamSet up a full trouble shooting programme to assist staff in providing better supportDue to consistent high performance, was given responsibility of training staff on the team



Woolworths PLC

• United Kingdom
• 1 - 100 Employee

• SALES ASSISTANT (Part-Time)

  • Oct 1993 - Sep 1999

  Main Duties included:Responsible for merchandising, presentation & stock control within the storeHandled deliveries, till operating liaising with retail representatives & head officeTraining & supervised staff on working practices & a range of health & safety issues