An IT professional with 15 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.
ITIL Account Process Lead
Hewlett Packard Enterprise
2015 – Now
Accountable for the implementation and execution of configuration management process for Department of Work and Pension desktop and hosting support. Supporting over 40,000 users and 10 million configuration items.
ITIL Process Onboarding Manager
HP Enterprise Services
2013 – 2015
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.
Incident Reporting Lead (DWP)
HP Enterprise Services
2010 – 2013
Performed analysis of current Incident and Problem Management reporting and future reporting requirements. Complete a gap analysis on existing problem and Incident Management reports. Developed new reports where no existing report met requirements. Created test scripts and coordinated process and reporting UAT. Engage with stake holders to achieve sign off.
EDS an HP Company
2006 – 2010
Worked as Business Analyst on many projects for clients such as the Department of Work and Pensions, AVIVA, and Maersk. Analysed the business needs of clients and third party stakeholders to help identify problem areas and proposed, tested and implemented solutions.
Service Desk Team Leader
2002 – 2006
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.
Technical Support Specialist
2000 – 2002
Front Line Support specialist taking incoming support calls and emails from members of the public from the US and the UK via computer magazine, software and video game technical support helplines. Diverse types of call meant regular training, very good customer service and a wide array of technology supports skills were required.
Microsoft Certified Professional