Anthony Parkinson Email and Phone Number

Infogenesis is a leading supplier of POS software and hardware to the hospitality industry. This role was to develop and document the company’s service desk operations processes in the following areas;• Call Management• Ticket Management• Escalation ProcessesI also created a training matrix and implemented a training plan to fill knowledge gaps within the service desk and project management teams.

In this fast paced role as Workplace Support Team Leader, based at the head office of more than 1300 users, I had direct Line Management for a team of seven desktop and endpoint technicians and two specialist contractors.My duties included;• Day to day organization of team activities and priorities.• Monitoring of incident and service request queues against SLA requirements and in accordance with ITIL v3 framework.• Leadership point of escalation for team members and… Show more In this fast paced role as Workplace Support Team Leader, based at the head office of more than 1300 users, I had direct Line Management for a team of seven desktop and endpoint technicians and two specialist contractors.My duties included;• Day to day organization of team activities and priorities.• Monitoring of incident and service request queues against SLA requirements and in accordance with ITIL v3 framework.• Leadership point of escalation for team members and customers.• Incident, Change and Problem management.• Ensure customers are regularly updated with ticket status until resolution.• Engagement with the Technical Services and Operations Management to determine strategies and improvement plans for Services offered into the business.• Liaising with internal technical teams and 3rd party vendors.• Engagement within IT Delivery teams and projects teams, to assist with the transition of new services and products into production and operational support (eg Office 365).• Weekly reporting of team activities, SLA's, OLA's and adherence to the same.• Liaising with senior IT management to update delivery of team roadmap and discuss potential problems.• Hands on support and project involvement when required. Show less

My role was to manage the day-to-day service desk operations of the 2nd Line and Mobile Device support teams of 10 engineers, both office and field based in accordance with ITIL V3 business processes ensuring an excellence in customer service.My role also required;• Monitoring ticket queues and ensuring SLAs were met.• Effective communications at all levels and attending senior management meetings.• Mentoring and development of the team.• Generate departmental management… Show more My role was to manage the day-to-day service desk operations of the 2nd Line and Mobile Device support teams of 10 engineers, both office and field based in accordance with ITIL V3 business processes ensuring an excellence in customer service.My role also required;• Monitoring ticket queues and ensuring SLAs were met.• Effective communications at all levels and attending senior management meetings.• Mentoring and development of the team.• Generate departmental management reports.• Provide a point of escalation for 2nd Line during support incidents until a satisfactory conclusion.• Visiting customer sites to discuss areas of service improvement.• Handling customer incidents, issues and complaints to a timely outcome.• Providing technical and service advice.In addition to my daily duties I also lead the continued development / implementation of company policies in accordance with ITIL V3, and deputized for the Service Delivery Manager in times of absence.Key Achievements• Implemented ITIL Process at department level to improve efficiency and customer satisfaction levels to deliver continuous improvements on quality of service.• Developed a team of technical engineers able to cope with changing technologies and business changes to work as a cohesive team. Show less

My role was split between systems administration of the in-house IT Systems and software consultant to customers of the business. As Mentor are part of a large multi-national network (United Technologies Corporation), I gained experience of Windows server 2000/2003/2008, Active Directory, DNS, DHCP, Terminal Server, WSUS, Exchange 2000/2003/2010, Windows 2000, XP Pro and Windows 7, MS Office 2010 and earlier, Avaya IP Office telephone systems and Citrix Presentation Server; As well as… Show more My role was split between systems administration of the in-house IT Systems and software consultant to customers of the business. As Mentor are part of a large multi-national network (United Technologies Corporation), I gained experience of Windows server 2000/2003/2008, Active Directory, DNS, DHCP, Terminal Server, WSUS, Exchange 2000/2003/2010, Windows 2000, XP Pro and Windows 7, MS Office 2010 and earlier, Avaya IP Office telephone systems and Citrix Presentation Server; As well as experience of Server and Networking Hardware (HP).As a software consultant I provided on-site installation and training of the company’s feature rich CRM software products, throughout the UK and Ireland. This involved close consultancy with the customer throughout the implementation project to ensure the most benefit from the application. This included business processes, from pre-sales to invoicing, maintaining customer systems and reporting to name a few.When based in the office I additionally provided 2nd and 3rd line Help Desk Support as well as documenting training materials and testing new software versions.Key Achievements• Implemented improved networking and Active Directory structure.• Consulted with customers to identify, improve and tailor their processes.• Project Management of software implementation and transition into production.• Understanding the changing needs of the customer to identify further selling opportunities.• Provided an excellent customer service experience through support and customer training.• End user help note documentation creation. Show less

Contracts & Operations Manager – as a business partner in a family run Security Firm I was responsible for the end to end service delivery of manned guarding services.This included;• Recruitment and vetting of new staff.• Day to day team management of 30 operatives.• Coaching and reviewing team performance.• Distribution of tenders.• Agreeing service delivery with the customer.Additionally, maintaining the companies IT systems, including PC Hardware &… Show more Contracts & Operations Manager – as a business partner in a family run Security Firm I was responsible for the end to end service delivery of manned guarding services.This included;• Recruitment and vetting of new staff.• Day to day team management of 30 operatives.• Coaching and reviewing team performance.• Distribution of tenders.• Agreeing service delivery with the customer.Additionally, maintaining the companies IT systems, including PC Hardware & Software upgrades and troubleshooting Microsoft Windows 95/98 systems and applications alongside bespoke CRM systems. Show less