Adrian Woolley Email & Phone Number

London, Gb

Led a multi-regional IT Service Desk, driving performance and integration across European, USA, and Asia teams to establish a unified 24-hour support model.Key highlights from my role:► Orchestrated a major compliance upgrade for mobile devices, standardising to iPhone 11 across European offices, ensuring system compatibility and security.► Enhanced operational efficiency by consolidating multiple printer support contracts into a single provider agreement, reducing support costs and improving functionality.► Achieved significant improvements in IT service metrics by reducing incident costs and ticket backlog, cutting open tickets from 500 to under 100 and incidents from 300 to under 30.

Burgess Hill, West Sussex, Gb

Managed IT Service Desk and end-user support services for Team Tau, focusing on service improvement and operational efficiency in a MSP environment.Key highlights from my role:► Led the service transition and integration of the Service Desk function for acquisitions including Westgate IT and M9, enhancing scalability and operational stability.► Implemented quality and customer service training programs, which significantly increased responsiveness and service perception.► Developed and enforced clearer SLA definitions, improving service delivery and client satisfaction metrics.

Manchester, England, Gb

Championed bespoke IT support services, facilitating both office-based and remote working solutions during critical operational periods.Key highlights from my role:► Liaised with POS Networks on a large-scale Click & Collect project rollout for a supermarket chain, enhancing service delivery during the pandemic.► Organised and planned country-wide IT projects, ensuring effective execution and prioritising the safety and productivity of key workers.► Managed service continuity and compliance during significant IT infrastructure upgrades and transitions.

London, Gb

• Enhanced managed service provision for prominent legal sector clients, notably initiating significant improvements for Gowling WLG.• Led the Service Transition and incorporated the Service Desk Function for Cripps LLP into Plan-Net's shared model remote Service Desk.• Contributed to creating and implementing a multi-client shared model Service Desk supporting Generali and HJA.• Coordinated and managed the Plan-Net collaboration for the W10/O365 roll-out with Simmons & Simmons LLP's internal Project and IT teams.• Evaluated and improved ticket and call queue management practices to reduce backlogs and enhance efficiency, leveraging Service Now and implementing new working practices across the Service Desk.• Implemented Service Transition for Generali Support Services, including Service Desk and Deskside Support, for the largest insurance company in Italy and third largest in the world.• Managed comprehensive IT service delivery across multinational law firms including Pinsent Masons, Simmons & Simmons, and Osborne Clarke, ensuring high standards of service.• Oversaw service delivery for BLM, leading IT solutions implementation and strategic problem-solving.• Collaborated with client organisations to implement cost-effective IT solutions, significantly reducing costs and downtime.• Established and maintained quarterly business forums to regularly engage with key business users, providing direct feedback channels to discuss service effectiveness and necessary improvements.• Led major incident management using telephony platforms during outages to maintain service continuity and SLA compliance.• Conducted quarterly capacity management reviews to optimize resource allocation and service delivery in line with demand.

London, Gb

Key Achievements:• Introduced improved remote service desk and desk-side hardware services, strengthening Plan-Net's relationship with Gowling WLG through enhanced service processes and operational efficiencies.• Implemented strategic service delivery initiatives that met stringent user expectations and the critical nature of time-sensitive legal services, achieving high-touch service excellence.• Conducted comprehensive service audits, including feedback from IT and business users, to optimise resource deployment and ensure service availability during peak business activities.• Introduced Customer Satisfaction Tracking (CSAT) for real-time service performance feedback, enhancing service responsiveness and user satisfaction.• Utilised innovative incident messaging strategies to manage call flows and incident handling efficiently during service disruptions, ensuring adherence to SLA timelines and reducing user impact

Uk, England, Gb

Accountable for the operational and strategic management of a large team delivering IT support services across the UK.Key highlights from my role:► Led the team through major operational changes, achieving significant improvements in IT service delivery and stakeholder engagement.► Utilised extensive IT infrastructure and networking expertise to enhance system functionality and business continuity.► Orchestrated the implementation of strategic IT projects, resulting in enhanced operational effectiveness and team performance.

Gb

Overhauled service desk operations by implementing new core systems and establishing a war room for hyper care support.Key highlights from my role:► Revitalised service desk operations, significantly improving efficiency and effectiveness of IT support.► Established a war room for critical support during the hyper care period, greatly enhancing incident management and user satisfaction.► Led a team of 14, driving a culture of excellence that boosted service delivery across 126 offices.

Maidenhead, Berkshire, Gb

Managing a internal service desk during the day and also a 24/7 international service desk element through the night, ensuring a prompt and appropriate response to service issues that arose in multiple business units. Spearheaded a service desk continuous improvement programme with the introduction of advanced working practices.

London, England, Gb

Hired into a newly created role to form a team that simultaneously supported the Leeds, London and Manchester offices of this corporate law firm whilst also providing advice and expertise to business management, partners and stakeholders on all aspects of IT strategy. Achieved recognition in the Legal Week IT Intelligence Survey, with AG ranked top 4 out of 30 for IT.

London, Gb

Maximised business critical IT service availability for 26,000 desktops across UK branch networks. Built and trained a high performing implementation team to streamline the resolution of 1st and 2nd line desktop support issues.

Jp

A progressive career with Fujitsu (previously ICL) with a variety of hardware configuration, IT and technical support management roles for key account clients, such as Barclays, KPMG, Coopers & Lybrand and Glaxo Wellcome. The final role was that of Test Manager with the Central Testing Service (CTS) responsible for key projects including Home Office, DTI, NCSC and others. Also consulted on the Workplace 2000 project to provide top-level IT and business consultancy for the adoption of new technologies, model offices, disaster recovery rigs and enhanced support services for a portfolio of clients.