Adam Pitts Email and Phone Number

I was responsible for the day-to-day management and operation of the NOC which involved looking after our RMM solution. I was involved in on-boarding and off-boarding customers to our monitoring platform along with with the day to day support of our Managed Services. Other ad-hoc duties involved Managing Service Desk where required.

I was responsible for the day-to-day operations of Level 1, 2 and 3 Service Desk. I was also heavily involved in internal projects since the takeover from Peach Technologies and the implementation of these new procedures and systems.My day-to-day duties include but are not limited to the following:• Management of the team within Levels 1, 2 and 3 Service Desk. To ensure that work and queues are fulfilled on time and within financial constraints.• To be a point of contact and… Show more I was responsible for the day-to-day operations of Level 1, 2 and 3 Service Desk. I was also heavily involved in internal projects since the takeover from Peach Technologies and the implementation of these new procedures and systems.My day-to-day duties include but are not limited to the following:• Management of the team within Levels 1, 2 and 3 Service Desk. To ensure that work and queues are fulfilled on time and within financial constraints.• To be a point of contact and escalation for the Level 1, 2 and 3 Service Desk. Including undertaking technical work, where required and completing tickets as appropriate.• Responsible for the continued development of relevant team members including identifying actions required for improving performance and follow up actions as appropriate• Ensure resources are allocated appropriately so that customer and business needs are met• Provide regular updates to the Management team and relevant team members regarding delivery on SLA’s and KPI’s.• Ensure tickets are completed and closed in line with company procedures and customer SLA’s.• Liaising with third parties customers and our suppliers with regard to incident resolution and requests.• Supporting the implementation of new processes and policies that relate to Service Operations.• To provide excellent customer care and attend regular review meetings with our top talkers• Making sure all documentation relating to Service Operations is accurate and upto date• Team rota and OnCall rota management.• Delivering appraisals and PDP’s for the Service Desk.• Liaising with external recruiters and candidates and interviewing. Show less

• Working as part of a small 2nd line team dealing with escalations from the Level 1 team.• Taking ownership of escalations and making sure the customer was updated regularly.• Having specialist knowledge of assigned customers• Mentoring the Level 1 team helping and giving them advice where required.As a second line Engineer, my duties included supporting the Level 1 team and being a point of escalation for them. I also had my own set of assigned customers whos… Show more • Working as part of a small 2nd line team dealing with escalations from the Level 1 team.• Taking ownership of escalations and making sure the customer was updated regularly.• Having specialist knowledge of assigned customers• Mentoring the Level 1 team helping and giving them advice where required.As a second line Engineer, my duties included supporting the Level 1 team and being a point of escalation for them. I also had my own set of assigned customers whos infrastructure and setup I knew well. My primary focus was to deal with any of the technical queries that came into the Service Desk or out of these meetings and to provide a timely resolution. Show less

• Worked as a part of a busy service desk providing everyday support for over 200 customers.• Dealt with a vast range of applications and infrastructure by well-known vendors such as Microsoft, Citrix and Cisco.• Was the first point of contact for our customers via phone and email providing fixes at the point of contact.• Good knowledge of various operating systems such as Windows XP, 7, 8, 8.1, Server 2003, Server 2008 R2, Server 2012When I joined Taylor Made, I greatly… Show more • Worked as a part of a busy service desk providing everyday support for over 200 customers.• Dealt with a vast range of applications and infrastructure by well-known vendors such as Microsoft, Citrix and Cisco.• Was the first point of contact for our customers via phone and email providing fixes at the point of contact.• Good knowledge of various operating systems such as Windows XP, 7, 8, 8.1, Server 2003, Server 2008 R2, Server 2012When I joined Taylor Made, I greatly expanded by knowledge by working as a part of a busy service desk, which follows the principles of ITIL dealing with anything and everything from application support, networking, and backups and raising tickets, whilst working to strict SLA’s and giving an exceptional level of customer service. Show less