An IT professional with 17 years of diverse service management experience. A highly organised individual, with a thorough, collaborative approach to successful program management. Experience of team leadership, change management, problem-solving, team building, performance and productivity improvement.
Accountable for the implementation and execution of Configuration, Availability and Capacity management ITIL process for multiple accounts such as Amey, Barnet, Enfield and Haringey Mental Health Trust, Cambridge University Hospitals NHS Trust, Ministry of Justice and the Department of Work and Pensions.
Developed and deployed Incident and Problem ITIL aligned Incident and Problem Management processes to UK government and large enterprise businesses across Europe (such as Ministry of Defence, Norwich County Council, Wärtsilä and Portigon Financial Services) as either a service provider or integrator in a multi-vendor organisation.
Performed analysis of Current Incident and Problem Management Reporting and Future Reporting requirement. Complete a gap analysis on Existing Problem and Incident Management reports. Developed new reports where no existing report met requirements. Created Test scripts for new reports. Get stake holder sign off. Created Testing scripts and coordinated process and reporting UAT..
Managed a number of different teams of approximately 15 help desk agents on a technical service desk supporting the Department of Work and Pensions. Ensured including communication of account goals and customer requirements to agents through training and regular feedback sessions.
I have an Intesting in retro-computers, specifically the Commodore 64, video game development and chiptune music. I promote the Teesside businesses, events and charities as much I can.