Andrew Dunk Email & Phone Number

Farnborough, England, United Kingdom

Camberley, England, United Kingdom

Bracknell

Primary Responsibilities;• Manage project scoping and Statement of Work production for implementation of payment services projects for banking clients.• Full responsibility and ownership of the entire project lifecycle from initial interactions with the customer throughout the project life cycle to project closure and passing solutions over to internal support teams.• Full management of all project documentation including Work Orders, Work Breakdown Structure’s, Profit & Loss accounts, RAID logs, change control, project plans, project reporting.• Overseeing off shore and on shore development and test teams.• To define each element of the project plan. • To ensure all project ‘stakeholders’ are identified and sufficiently informed and involved during all stages of the project. • To establish and agree robust acceptance criteria for each element of the project, and its individual streams, which can be used to measure project performance and ensures appropriate levels of customer ‘sign off’.• To manage project performance against the agreed plan and initiate remedial action or escalation, when required.• To ensure appropriate and timely project reporting and escalation internally and to the customer.• To ensure the project is managed in accordance with the chosen project management methodology, with regard to planning, control, reporting, documentation, quality, risk analysis and management and change control.• Preparation and control of the project budget and ensure delivery against financial targets set. • Production of accurate financial forecasting of the performance of the project.• To manage all human resources assigned to the project to ensure high levels of performance. • To set and agree objectives for the project team to ensure achievement of results and focus and motivation of staff. • To monitor performance against targets on a regular basis; taking remedial action as necessary.

Brookwood

Primary Responsibilities;• Manage the implementation of new payment service’s and/or anti-fraud engines for some of the largest on line retailers in EMEA.• Management of internal and external resources to ensure work packages are delivered on time and to cost.• Providing project update reports to all relevant stakeholders (from IT teams to company directors) weekly, via e-mail conference call or face to face meetings.• Assisting the sales account managers in scoping the work required for new system implementations.• Ensuring that any additional or out of scope work requested by clients is correctly scoped, costed and presented prior inclusion in any project.• Ensure all project time and costs are tracked and can be reported on and if required raising Purchase orders for external works.• To be the main point of contact for any (internal or external) project related queries.• To ensure that any issues that could stop a project being completed on time and on cost are resolved as efficiently as possible and if required escalated to the next lay of management.• To track and report on all project costs and if required feed learning back in to the sales team for future consideration.• Being a mentor for less experienced Project Managers.• Being a point of escalation for the Service Delivery team (Project managers and technical resources).

Primary Responsibilities;Project manage the implementation of new payment service engines for some of the largest retailers in the UK.Manage virtual teams, both internal staff and external suppliers, in order to ensure delivery against stringent timescales and expectations for the duration of an implementation project.Manage project stakeholders with regular reports both electronic and face to face, up to board level.Develop relationships and identify service enhancements in order to benefit client business needs.Implement process changes in order to enhance continuous improvement for operational and support teams.Own client contracts in order to ensure service provision is in accordance with contracted SLA'sTo act as 'trouble shooter' for large high status corporate accounts, feeding back into the business issues and trends relating to Service Delivery.Delivery of continuous improvement initiatives and implemented findings i.e. identifying recurring issues and reduction of recurring risk.To be involved in the pre sales process to advise client about implementation detail and timelines.To be a escalation point for any concerns, queries or issues for a of number of high profile clients.Delivery of quarterly business reports to client business owners at all levels from department managers to directors, either on a conference call, video conferencing or face to face.

Primary Responsibilities;To provide the vendors that deliver personal support to Microsoft customers with a day to day escalation point for all things technical and product related.To proactively work with the vendors to ensure they have the technical resources, training and support to enable them to provide excellent service to our consumer customers.To regularly review support case data to ensure the vendors are doing the best for our customers.To regularly visit each vendor support site (based in various locations around the world)to show the face of Microsoft assist were needed on technical issues and provide coaching to the team leaders and mentors if required.To have regular meetings (conference call and face to face) with vendors to ensure the targets for customer satisfaction are being met and if they are not to put process and plans in place to ensure the targets are hit.To proactively review the vendors business process to ensure there are no barriers to extremely satisfied customers.To be the technical point of contact for all Service Delivery Leads and Service Delivery Managers in EMEA.

Primary Responsibilities;To provide the customer with the best possible customer experience when dealing with Microsoft Premier Support.To gather all relevant details relating to new software issues experienced by premier customers.To troubleshoot technical support issues for Premier Customers.To agree with customers, the severity level and business impact of new support calls.To liaise with internal Technical Account Managers, Premier Support Managers and customers to assist in resolving issues that are delaying technical assistance. To be proactive in thinking about issues that effect the Initial Response Team, ensuring no issues arise that could impact the customer experience.To give presentations to Premier Customers when needed explaining the working of the initial response team and the whole Premier Service to ensure any contact we have is as productive as possible for both parties..To take part in the interview process, to find contingency staff and full time team members when required.Ensure that IRT has updated information on all Microsoft security alerts.To be responsible for the management and administration of the internal support contract ensuring its use is authorised, correct & reported on and charged as appropriate. To take on escalations that are to complex for more junior members of the team, whether this is a technical or a process issue.When required, modify and write new process documents for use in IRT across EMEA.I act as the security contact for IRT, covering both electronic and physical queries.To advise internal Technical Account managers about possible security issues that may affect Premier customers.

Primary Responsibilities;Make contact with the customer site and be their main point of contact through out the installation period of telephone routing boxes for any problems or queries.Liase with the customer and telecom/switchboard maintainers and the sales force to facilitate the carrying of customer's telephone calls over the Energis network.Provide updates to the customer, the sales team and relevant managers as to the progress of installations.Management and prioritisation of my own work load.To order any remedial work that is needed at the customer's site on their behalf ensuring that it is carried out in a timely manner and to a satisfactory standard.To amend/update where necessary controlled documents.To follow strict processes in all manner of work to ensure the ISO9001 quality standard is adhered to.To check all invoices of work that has been ordered and authorise for payment if everything is in order.Point of contact for 2 contractors to advise about day to day work issues and distribute work load.

A Levels, As Levels

A Levels in Physics, Business studies, Art & Design

Education record

Gcse'S