Adam Griggs Email and Phone Number

• Applied ITIL best practices to a rapidly growing infrastructure, whose current growth is approximately 10,000 end nodes per day. • Championed the drive to build automated integration to existing processes to minimise the demand for FTEs. • Supported new members to the company and the Incident team as it grew over 400% in a few months. • Reviewed Foundation Data Categorisations and allocated mapping solutions for a third-party Service Management System Integration. • Developed Service Improvements to Incident Processes, System Designs and Third-Party System integration. • Reviewed Impact assessments to Service Improvements created by supporting departments • Mental Health First-Aider

• The Jeopardy Manager role was predominantly Incident Management, while including a combination of multiple positions, including; Problem and Change Management, Service Improvement and Product Subject Matter Expert. • First point of contact within the Incident Management. • Distributed training among team, process, toolset and upcoming system improvements • Collaborated with Problem, Change, Reporting, Service Centre and Design to ascertain the best improvement to existing processes • Acted as project owner on multiple improvements from inception to fruition, whilst training said improvements • Escalation point for a high percentage of service level agreement management • Subject matter expert and escalation for multiple process, toolset and systems. • Major Incident management • Created bespoke reporting set of KPI's and SLA's • Used trend analysis to pro-actively identify issues and service improvements • system account management, foundation data review and business objects • attitude of there is always a way to resolve an issue. • Independently trained • Ability to translate technical concepts • Calm under pressure and able to incorporate existing knowledge to new challenges in the project • Assisted in defining KPIs to drive higher productivity across the project • In addition to the day-to-day activities, I have taken the position s of Fire Warden, Social Committee Member and Wellbeing Champion.

• Operated 1st, 2nd and 3rd line support for the largest government-funded project currently in operation. • Created and maintained a vast contact list for the entity of the Energy Industries interactions with the DCC, whilst implementing a tracking system for every organisations progress through Ofgem regulated requirements of become a “DCC User” to the Smart Meter Implementation Programme. • Developed, tested and implemented work instructions for a plethora of process. • Trained, mentored and developed every analyst on the Service Desk. • Designed new tracking methods to ensure Ofgem regulated SLA’s are efficiently met, monitored and completed, which can vary between an hour to six months; depending on the process. • Used a bespoke service management system to monitor hundreds of open tickets to completion by collaborating with multiple stakeholders concurrently. • Built a knowledge base and triage materials containing over one thousand articles to assist all users of the SMIP, predominately used daily by the DCC Service Desk. • Created materials for assessment center, whilst conducting these sessions and the proceeding interviews.

• Provided face-to-face first-line support to users on all computer issues. • Strong ownership of project issues through to resolution. • Educated users on the new systems, including Microsoft Office, Avaya, Lotus Notes, etc. • Used active directory to amend user account data. • Performed project administration work in line with best practice working. Maintained strong risk and issue management with timely review of both and appropriate escalation (consistent review and updating of RAID logs). Timely status reporting back to project managers. • Effective management of relationships with key suppliers (ComputaCenter, Vodafone, Fujitsu amongst others). • Initiated and performed application ‘discovery’ prior to deployment of Windows 7. • Deployed a range of applications using SCCM. • Daily usage of Active Directory, Microsoft Exchange Server, MyservicePortal (In-house incident logging system), RSA Token Configuration and many more. • Liaison with the Service Desk, Incident Management, Change Control and Desktop Support to ensure issues were resolved in a timely manner.

• Received inbound calls and writing emails dealing with complaints, handling accounts and selling tickets for some of the biggest events in the country, including, Glastonbury, The FA cup Final and the Take That Tours. • Supervised team of agents on the football department, which involves nine different clubs, including five large top-flight clubs, including taking escalations. • Trained numerous colleagues in new computer programs and telephone manner to a high standard. • Working in the development of one of the largest ticket operating software, including first line tech support. • Built scanning hardware for multiple sporting venues. • Set-up and managed on-site box offices handling face to face ticketing queries, complaints and collections for large venues and festivals. Including the setup of the scanning system.