Summary


An experienced Service Management professional with a wealth of experience of Service Desk and Incident Management across the financial services and utilities sectors. Particular expertise in the continual improvement of the end to end incident process, supported by a keen grasp and passion for all areas that result in a better service to the customer. Latter founded on early years working in retail. Certified in ITIL standards.

Experience


Account Process Lead – Incident Management

HP Enterprise Services

(3 years)Surrey, United Kingdom

Responsible for end to end incident management success for a major UK energy client by deploying, maintaining and improving a consistent Incident Management process.
Additionally, Overseeing the delivery by a team of both on-shore & off-shore Incident Managers taking ownership of major IT incidents for the client, co-ordinating day to day incident resolution and recovery activities ensuring agreed service levels are met.
Liaising with the Client, internal IT teams and Real Time engagement with suppliers and sourcing partners to effectively manage incidents and problems impacting their business.

Strategic Incident Manager

EDS, an HP Company

(5 years 9 months)Bristol, United Kingdom

Took ownership of major IT incidents for a major UK&I Financial Services Client
Co-ordinating day to day incident resolution and recovery activities within a co-sourced IT service.
Liaise with the business, internal IT teams and Real Time engagement with suppliers and sourcing partners to effectively manage incidents and problems impacting their business.

Service Desk Team Lead

Hewlett-Packard

(1 year 4 months)Bristol, United Kingdom

Leading a team of Servicedesk analysts providing a logging and first level support facility for the UK Division of Bank of Ireland. Overseeing timely recording & dispatch of incident tickets to 2nd, 3rd & Vendor support teams. Training and motivation of both existing & new team members. Maintaining effective communication between team members, supporting teams and external companies.

Support Analyst

Bank of Ireland

(3 years 4 months)Bristol, United Kingdom

Providing first level support and fixes to end users.
Accurately logging and dispatching service calls to higher level support teams and third party vendors.

Customer Service Manager

Asda

(9 years)Trowbridge

Leading and motivating a team of staff to ensure the best customer service possible was being provided throughout the store.
Additionally leading a team of 50+ Checkout & Services staff ensuring effective and cost efficient manning provided throughout the business day.


A copy of my CV and examples of achievements are available on request