Andy Varney Email & Phone Number

Milton Keynes, England, United Kingdom

Kensworth, England, United Kingdom

In this role, I direct daily operations of every dimension in the NOC. Conduct the service evaluations with clientele. I advocate IOT Lorawan/Gateways and Sensors at IOT Scotland. I manage support renewals including raising purchase orders on SAP Steer overall tasks of incident and problem management including change management. I formulate and disseminate documents for Monthly Service reviews. I organise standup meetings on daily basis. I use ITSM tools such as Autotask and Servicenow as well as update customer SLAs. I serve as duty manager for out of hours issues.A few of noteworthy contributions in this tenure include:• Identified need for skills improvement and conducted training sessions for staff that enhanced efficiency.• Established PDRs for team leadership, sets objectives aligned with North's values.

I achieved successful establishment and operational readiness of NOC 24/7 team, overseeing its inception and deployment. Managed escalations effectively through adept incident management. I streamlined NOC team operations as per ITIL guidelines. I devised and rolled-out training plans to enhance team proficiency. I carried out "Service Readiness" tests to guarantee readiness for deployment. I mentored and guided L2 NOC staff to optimise their performance. I orchestrated network monitoring and management activities to ensure seamless operations. I co-ordinated and participated in pre-staging activities covering creation of Run Books. I orchestrated the pre-staging of hardware, aligning resources efficiently. I participated in knowledge share workshops to foster learning and collaboration. I nurtured strong customer relations based on trust and expertise. Generated insightful service review reports for informed decision-making.A few of noteworthy contributions in this tenure include:• Gained comprehensive understanding of end-to-end project delivery processes from transition to support.• Implemented new LAN SD-WAN based on Aruba/Silverpeak Technologies• Oversaw transition of sites from early life support to full-fledged support operations.

I streamlined transition process for the technical support team including process documentation, knowledge transfer sessions, and thorough staff training. I developed training plans and implemented standard working processes to ensure appropriate skill levels across all shifts.A few of noteworthy contributions in this tenure include:• Reduced customer downtime by optimising shift and non-shift worker schedules to effectively handle major service failures.• Boosted operational efficiency by managing sickness and holiday cover.

During the role, I directed ITIL processes at managerial level, encompassing incidents, events, problems, and changes. I engaged in bridge calls and managed communications to customers and partners. Managed daily alerts and events, engaged with partners and end-users directly, and actively participated in conference calls and service reviews. I delivered transition and onboarding of new services for clients, notably top five supermarket chain as well as monitored 10,000+ devices across circa 500 UK sites. I collaborated with technical leads and service delivery managers to execute major upgrades within client’s core infrastructure. I fostered collaborative partnerships with internal and external stakeholders across all levels to swiftly resolve customer escalations.A few of noteworthy contributions in this tenure include:• Achieved fully resilient service, boosted availability, and substantially reduced major incidents.• Led transition process, created support arrangements, organised training sessions, and seamless team handovers for approximately 100 customers.• Updated monitoring tools and documentation, maintained device coverage, employed robust backup procedures, and validated support team access.• Served as change manager for client on failing account, maximising service and customer satisfaction scores.

Northampton, United Kingdom

Key Achievement June 2014 Successfully transitioned the NOC from High Wycombe to Birstall in Leeds this included the interviewing & recruitment of new staff and parallel running - this was all achieved with no disruption to our customer base.An experienced individual with a proven track record that is responsible for the operational support of 70+ plus customer networks including blue chip clients such as UKs leading ISP supplier. Duties include management of a 24 by 7 team run from the Network Operations Centre, along with working across all levels of the business to ensure maximum focus and Service delivery excellence. Also supports Sales teams to demonstrate capabilities in tender processes and ensure smooth transition for any new business wins.