Abi Baker Email & Phone Number

Portishead, England, United Kingdom

I the Service Desk and Infrastructure & Security on site support team. I am designing and building Jira Service Management to manage and automate new IT Processes and create workflows into Jira Software to update our Sprints and Kanban boards - merging ITIL methodology with Agile. I have created a Service Delivery Roadmap which is now being implemented to transform the management of the IT estate and it's end to end Product centric support model for the global operation.

Salisbury, England, United Kingdom

Rescuing animals for registered charity, see website for more details:https://www.wiltshirewildlifehospital.co.uk/

Reading, England, United Kingdom

I lead the team who manage Telco Costs, Networks (LAN, WAN, Wi-Fi, 4G Wi-Fi, SD-WAN), Network Security, Configuration Management and Data Centres. I encourage focus on service improvements, enabling agility in delivery and manage service suppliers to ensure value and service standards are upheld. For nine months I successfully managed the Incident and Problem, Change and Release and Knowledge Management teams prior to handing these over following an organisation change. This further broadened my experience of ITIL Service Management and practices.

Reading, United Kingdom

Working as a key member of the Service Delivery Leadership Team and following a Board decision to take back control of our IT services, I hired and built a team of Operational Managers, who provide technical governance and diligence for the delivery and day to day running of our IT infrastructure (Telco, Networks, Servers & Storage, End User Compute (EUC), Collaboration, Data Centres, Contact Centres) services. Key areas of focus were to drive down cost, improve the stability of our services and accurate and effective management of multi million pound budgets. This included identify and reporting risk and implementing the mitigation strategies to resolve issues.Additionally, I was an integral part of the transformation programmes that gave direction to the extensive EUC, Network, Server and Storage, Backup and Contact Centre workstreams to ensure they designed and delivered services that were improved, supported our operating model and met the needs of the customer.

Reading, United Kingdom

Led a team of four Service Owners who ensure Thames Water grew its service expertise and provided cost effective services to the business. Delivered management of risk and compliance. Adhering to the ITIL framework to manage the third parties of our outsourced services to maintain a high level of operational performance.

Swindon, United Kingdom

Ensured services and related costs were upheld against agreed SLAs and KPIs. These critical business services handled £1 billion in revenue per annum. Managed the IT Outsourcing partners to ensure there was a high level of performance and availability, which included travelling to India to review their operation and produce a Directors report on the state of operations. Work closely with Business Relationship and Project Delivery teams to transition new and upgraded solutions into production with minimal disruption to service.

Swindon, United Kingdom

Business Analyst on multi-million-pound Contact Centre project. This role required utilisation of strong Business Analysis skills, in depth technical understanding of Contact Centre technologies like Interactive Voice Response (IVR), Call flow design and testing methodologies.

Taunton, United Kingdom

Project Managed the delivery of a new voice Contact Centre solution, Automated Payments and Auto-Attendant platform for the Somerset County Council and Taunton Deane Local Government Contact Centre. Implemented multiple telephony-based solutions and support to our clients - Somerset County Council, Taunton Deane Borough Council and Avon and Somerset Constabulary.

Taunton, United Kingdom

Network Engineer configuring and deploying network hardware in the multi-million-pound Somerset County Council Wide Area Network upgrade.

Taunton, United Kingdom

Managed six IT support personnel, the Service Desk and the Information Systems in 3 offices in Somerset. Responsible for remote access, security, capacity planning, disaster recovery, incident management, Service Desk management, migration planning, mobile management, licensing and IT Policies.

Axminster, United Kingdom

Managed the IT support team. Project Managed the delivery of new Cisco Contact Centre and Telephony System. Deployed Cisco IP Telephone Systems at offices in Ireland, France and Germany. Created and successfully executed the migration plan for new infrastructure, network, applications, servers and remote ERP. Carried out Sarbanes Oxley Auditing for General Computing Controls at UK based sister companies.

Axminster