As a leading UK-based ServiceNow partner, FlyForm helps businesses change the way they work to drive discipline, efficiency and productivity. We put your needs and your people at the heart of the transformation, to ensure the ultimate partner experience.IT services permeate all areas of business. They are the foundation on which organisations run. FlyForm’s Service Management specialists bring you the power of the market-leading service automation platform, ServiceNow. We’ll help you change the way you serve your internal customers, increasing productivity, collaboration and employee engagement.

Responsible for the creation and management of a new DVLA 24x7 Network Operations Centre, within a six-week period, in readiness for PACT exit in September 2015. The PACT Exit Project is the first major government IT insourcing of its kind. Responsibilities:• Manage the day-to-day running of the NOC service to ensure network availability of all DVLA services.• Drive continual service improvement activities within the team and wider audience with the aim of high value creation.• Key stakeholder in the transition of the strategic monitoring toolset ZenOss and the NOSS and SOC services using Agile methodologies.Achievements:• Transitioned, stabilised and managed a key 24x7 IT function within the DVLA.• Successfully headhunted six network engineers to cover 24x7 and started within 4 weeks.• Fully integrated the new function with the key ITIL processes (e.g. incident, change, problem etc).• Incident resolution at the NOC level increased by 75%, dramatically reducing the workload hitting 3rd Line Networks.• All Spectrum critical alerts acknowledged and logged in ServiceNow within 10 minutes (manual process).• Assisted the ServiceNow team in the creation of an automated ticket logging process reducing hours of workload every week.• Completion of a full audit of network equipment under support with ongoing work to update CMDB and linking processes.• Introduced a new Knowledge Management process to promote consistency to troubleshooting and knowledge sharing across the team.• Used ServiceNow to help introduce a new Problem Management Policy and Process that's inline with the new organisation after PACT exit. Key deliverables were improved efficiency, process management, reporting and visibility.

Assisted in the process of transitioning the PSBA contract (worth £180 million) to BT Global Services. Due to my experience previous employment with Logicalis and knowledge of customers and 3rd party suppliers, I played a key role in transitioning networks services such as Fibre, FTTC, ADSL, SDSL etc.Responsibilities:• Provide consultancy on the Operational Level Agreement between Logicalis and BT Global Services during the transition of services.• Streamline processes and align with ITIL and the agreed OLA.• Attend regular meetings with stakeholders to review transition plans, performance and resolve operational issues.• Handover open incidents and problem records at the specified tranche timeframes to BTGS.• Provide leadership for the Managed Service Centre including staff development and coaching.• Assist with Supplier Management and Major Incidents.• Provide cover for the Service Management Team during busy periods.• Involvement in CAS(T) and ISO 27001 accreditations.

I joined Adapt during the birth of the new Managed Service Centre to oversee the Service Desk and Monitoring Teams. Our purpose is to be the single point of contact for all customers, logging incidents and requests via Service Now and proactively monitor the services we support through Solarwinds and other monitoring toolsets. An outsourced desktop support function was also brought under my remit shortly after joining. All teams cover 24/7/365 and consist of 19 staff in total.Responsibilities:• Provide leadership for the front line teams including staff development and coaching.• Ownership of the Incident Management Process.• Streamline processes and align with ITIL.• Take the role of Major Incident Major and provide OOH Duty Manger cover where required.• Work closely with the Operations Manager to help improve Service Now and monitoring toolsets.• Increase the value the Service Desk offers our customers and internal departments.• Challenge poor performance and bad practice to create a strong ethos towards teamwork and quality.Achievements:• Improved team moral and increased productivity through simple staff recognition techniques and promoting quality and hard work. • Creation of a team strategy through a new Vision and Mission Statement that is aligned with the Operational goals.• Creation of a new team structure that allows for future growth and the opportunity to unlock value in individuals.Improved team responsiveness to alerting and incident creation allowing more time for investigation and resolution.

Leader of 8 network engineers responsible for supporting the PSBA (Public Sector Broadband Aggregation) Network in Wales. The network consists of a large core running BGP and MPLS, along with 200+ unbundled exchanges supplying connectivity to over 3000 public sector sites, using technologies such as ADSL, SDSL and Fibre. The team’s primary function is to monitor and maintain the network to agreed SLAs using Event and Incident Management tools. We work closely with a number of 3rd party suppliers including BT, Virgin Media, Updata and Griffin to restore service to acceptable reachability, packet loss and latency levels.Responsibilities:• Team support and development through regular 1-2-1s and meetings.• Team recruitment and training.• Own all process and procedure documentation.• Owner of the MSC rota and team resourcing to provide 24/7/356 support.• Report on Incident Management performance.• First point of escalation for incidents and requests.• Management of Major Incidents from creation through to resolution. • Attend weekly service calls with our 3rd party suppliers Updata and Griffin.• Provide contractual SLA reports to Service Management.• Deputise for the MSC Manager where needed (over 20 staff in total).Achievements:• Creation of the MSCW Dashboard – contained key measurements such as time from Spectrum alarm acknowledgement to ticket creation, incident backlog (including breakdown of RO, category, service and SLA).• Creation of the new MPF team – recruited and trained graduates to fully support the Logicalis SDSL Service to meet agreed SLAs.• Reduced backlog of problematic ADSL faults by 90%.Successfully introduced the support of FTTC and ADSL2+ services into the team.

6 month secondment managing eight of the 1st line team.

As a member of the 1st Line Support Team, I help support the PSBA (Public Sector Broadband Aggregation) Network in Wales.The team is responsible for monitoring the network pro-actively, using tools such as CA Spectrum, CA eHealth and Solarwinds . Raise incidents and queries as and when they arise in the call logging system Remedy. We are exposed to a wide range of technologies and services such as ADSL, SDSL, Fibre, LLU, OSPF, MPLS, BGP, VRF and many more.

I joined the technical support team as a Senior Support Engineer before being promoted to Service Team Leader. I had great exposure to a variety of technologies, hardware and software packages to provide managed services from internet connectivity through to desktop support.

I joined the technical support team as a Senior Support Engineer before being promoted to Service Team Leader. I had great exposure to a variety of technologies, hardware and software packages to provide managed services from internet connectivity through to desktop support.

As a member of the Support Team, I helped provide first and second line support for IT hardware and software used throughout the county of Bridgend.

As a member of the Support Team, I helped provide first and second line support for IT hardware and software used in Agored Cymru.