Andrew Crafter Email & Phone Number

Bracknell, England, United Kingdom

Wokingham, Berkshire, United Kingdom

Delivery of a corporate enterprise virtual desktop solution across a multi site uk and international business.Delivery within a multi supplier virtual team environmentManagement of support teamsAccountability for delivering across ITIL disciplines including Incident, Problem, Change, Release, Service Desk, Capacity, Event & Request managementDelivering CSI through innovation and process improvement initiatives Contract negotiation for multi year renewalsIdentification of leads and opportunities for upselling and expansion of servicesTechnologies including Citrix, AppSense & MicrosoftService & SLA management and reportingManaging financial impact and riskIn depth knowledge of working within a secure environment

• Managed assigned accounts for external enterprise customers providing proactive and reactive services• Supported case analysis, trending and production of executive summaries• Provided System Health check, Firmware, Patch and audit recommendations to customers• Gap analysis and sales lead generation• Critical Event Management and escalation point for aligned customers• Managed process improvement projects• Planned and attended service review meetings• Strategic technical adviser providing product functionality and implementation expertise• Developed and mentored other TAMs and new hires• Customer relationship management and improvement

• Technical software support for HP’s ITIL aligned Business Service Management portfolio• Technical investigation, elevation and Business escalation handling for Availability and Performance issues• Extensive communication at all levels, internationally with customers, outsourcers, management and R&D• Engaged with customers on secure sites, using high availability or hardened services and solutions• Worked with Foundation and Premier customers in both proactive and reactive roles• Single technical point of contact for Ericsson including onsite visit• Collaborated with local consultants, partners, EMEA and Global teams• Utilised knowledge resource database, remote assistance and troubleshooting tools

• ITIL Incident & Problem Management of high priority, business impacting & critical tickets• Availability Management of E-commerce systems and other IT infrastructure utilising HP BSM products• Coordinated technical resource to ensure swift resumption of service• Communicated Availability impacting incidents, root cause and lessons learnt across the business• Ensured Availability and Performance alerting for CIs to meet business requirements• Providing Availability consultancy to key business users and operations, attending CAB• Built relationships with specific business areas to understand and document their Vital Business Functions• Created availability plans to meet the needs of the business and ensure operational effectiveness• To analyse data and report on Incidents and Service Availability, including SLA and OLA measurement • Single point of contact for third party and business partner technical helpdesks and hosted solutions

• Managed Windows network environment for all staff• Project management of implementation and maintenance of student computer facilities• Advised on and created departmental IT policy & processes and it’s documentation• Procurement, installation and responsibility of all ICT equipment and maintenance contracts• Presented inductions to new students and represented department on IT policy, strategy and security

Hnd, Business & Information Technology

Hnc, Computing