Andy Dennis Email & Phone Number

Wokingham, England, United Kingdom

High Wycombe

Bracknell

• I am directly responsible for customer service, delivery and performance for nominated Major Accounts during the life cycle of the contract.The prime purpose of the role is to improve and enhance the customer.
• Service level management
• Incident and enquiry registration and handling
• Problem resolution
• Reporting
• Change control

London, United Kingdom

• An Oracle Site Operations Manager based on site within UBS. Responsible for Customer Service operational issues whilst providing Multi-vendor support on Wintel, Sun and StorEdge systems, utilising cross trained.
• Responsible for a team of 20 staff
• Act as the focal point within the Enterprise Service for customer operational issues for UBS
• Ensure that out of line situations are escalated to the appropriate management and technical levels at all times
• Ensure that Oracle management are reliably informed of situations liable to cause customer dissatisfaction
• Work with the partner management to recruit and train personnel to ensure adequate resource is available to meet contractual commitments

Madrid Area, Spain

• A manager within a project team tasked with centralising the EMEA Support Hub from across Europe into Madrid. Managing a team who provide support for customers on Silver, Bronze and Warranty contracts throughout.
• Responsible for a team of 18 staff, including 3 Developer engineers.
• Performance Management of team through regular reviews of operational performance indicators and development plans.
• Ensure required shifts are staffed accordingly for customers needs.
• Manage department costs.
• Recruitment and development of staff to mission critical level in technical and operational knowledge.

Camberley, Surrey

• Manage resources within the SYSTEMS, HW-LCT and SUPPORT groups. This involved recruitment, training requirements, planning Rota’s and Holidays for these groups.
• Assist with performance, planning and review process for team members with the Systems Group Manager.
• Keenly promoting, where possible, progression, improvement and implementation of procedures.
• Pro-actively liase with other teams within the Solution Centre encouraging best-shared practices and procedures between all parties.
• Actively co-ordinating and chairing group and senior meetings, encouraging team members to input information and ideas.
• Provide back-up cover for the Systems Group Manager when required.

Maidenhead

Provided telephone and field support to customers on Motorola, P4000, Plexus and Sun computers and their relevant peripherals. Provided hardware support on various Sun workstations/servers in a hectic financial environment. Carried out workshop repairs and maintenance and was part of a team offering a 24 hours standby cover for selected contracted customers.

Pass, Effective Management, Pass

Education record