Andre Sinclair Email & Phone Number

Luton, England, United Kingdom

Milton Keynes, United Kingdom

Key Achievements• Aligned Change Management towards Self Service and DevOps models• Line Management of Service Transition and Supporting Service teams• Established training programs for on-shore and off-shore colleagues• Doubled yearly change throughput• Formalised the Standard Change process and established controls• Expanded CAB membership to get different viewpoints and interpretations• Established and automated a forward schedule of change• Centralised third party and change activity into a centralised repository• Instigated a series of process improvements to increase process efficiency• Established formal Change Management reporting• Revised the Emergency Change Process to make incident resolution more rapid• Represented the Change Management function in yearly financial audits• Worked to align Change Management and Information Security Processes• Introduced Configuration Management concepts as part of Change Management• Championed the establishment of formalised Service Level Agreements with the business• Instigated improvements to internal Service Transition processes• Established regular information flows with key Change stakeholders including Incident and Problem Management

Sandy, Bedfordshire

The RSPB is the largest wildlife charity in Europe. The RSPB concentrates on protecting all Nature. It has over two hundred reserves across the UK and over 1.1 million members. The RSPB is the largest member of the BirdLife group and works with partners across the globe.Key achievements• Established formal Standard and Emergency Change processes based on ITIL v3• Improved Change Management process adherence across Information Systems• Designed and provided reporting on Change and Incident KPI's• Implemented a standardised Knowledge Management process• Assisted in the design and implementation of a Service Catalogue• Refined and re-implemented a formal Problem Management process• Acted as Business Relationship Manager for East of England Region• Escalation point for complaints and internal investigations• Line management of staff working on complimentary processes (Problem Management, Asset Management, Supplier Management)• Deputising for Service Desk Manger• Project managed the implementation of a new call logging system• Provided regular reporting relating to support calls and asset management• Developed the Service Desk Self Service portal

Letchworth Garden City, Hertfordshire

Letchworth Garden City Heritage Foundation (LGCHF) is a charitable organisation charged with maintaining the look and feel of the world's first Garden City. Garden City Technologies (GCT) are a subsidiary of the LGCHF and provide IT services to the LGCHF's tenants. My role as Service Delivery Manager is a very varied one and I maintain a number of responsibilities from my previous roles as well as taking on additional tasks. For GCT I am responsible for the project management of companies moving into and out of the Foundations managed buildings. This includes the coordination of technical teams to ensure that services are being delivered correctly and within agreed time frames. I also establish and maintain business relationships between the customers and GCT, this part of my role includes establishing SLA documentation and ensuring levels of service availability are maintained.Another part of my role is to begin to move LGCHF's processes towards ITIL 'good practice'. This has lead to me developing a number of new internal processes and procedures including 'Incident Management' and 'Knowledge Management'. Finally I am responsible for the designing and establishing SharePoint 2010 as a central tool to support these processes.Key Achievements• Established documentation and reporting on services.• Put into place formal Service Level Agreements.• Establishing and Developing SharePoint 2010

Letchworth Garden City, Hertfordshire

Working as a member of a small team I was responsible for the provisioning and maintaining of services for the internal and external customers of GCT and LGCHF. This was a very hands on role which included 1st and 2nd line support for all services including network, desktop and server as well as project implementation. Among my responsibilities was the setting up of customers servers, configuring GCT's Avaya telephone systems and ensuring the availability of the LGCHF's network links. In addition I performed the role of company trainer, here I was tasked with identifying internal training needs, designing courses and carrying them out.Key Achievements• Raising awareness of LGCHF's project management system via interactive training sessions.• Successfully supported the transition of tenants into and out of LGCHF's managed buildings.

Bedford, Bedfordshire

Healthcare logistics specialised in the warehousing and delivering of pharmaceuticals to companies and members of the public. As a member of their helpdesk team I was responsible for providing 1st and 2nd line support to the companies user base, across multiple sites and to their UK based customers. As a member of the helpdesk team I ensured all incidents were logged and recorded correctly and resolved them where possible. If a resolution were not possible I would escalate to the second and third line teams.

Stevenage, Hertfordshire

In charge of looking after PracticeWorks internal IT network

Stevenage, Hertfordshire

Providing 1st and 2nd line support for ServiceTec's internal users and systems.

Stevenage, Hertfordshire

Joined as an apprentice and worked as a 1st line support engineer for the internal IT Team.

Gnvq Advanced - Information Technology, Merit

Gcse'S, As Level