Barry Paterson Email & Phone Number

Stirling, Scotland, United Kingdom

Scotland, United Kingdom

• Responsible for monitoring service performance across all Technology functions. Including the introduction of Balanced scorecard of KPI`s that focus on "how" we deliver rather than simply look at the outcome..
• Process Owner of Incident Management, Request Fulfilment, Knowledge Management, Virtual Agent, and Service Portal within M&G, as part of the IT Service Management (ITSM) framework..
• Reported key SLA, XLA and KPI information to team leaders and IT Directors on a weekly and monthly basis, included deep dives into escalated Incident and Request data to show areas for improvement.
• Visualized work via live ServiceNow dashboards, utilizing Performance Analytics within ServiceNow and PowerBI to create reports, showing trending of data within M&G, taking CSAT from a starting point of 56% to >90%.
• Owned the M&G Continual Service Improvement process in line with ITIL4 guidelines, enabling comprehensive reviews, detailed analysis and improvement proposals throughout the ITIL lifecycle.
• Created governance process documentation and liaised with stakeholders, third parties and internal teams to launch the process; delivered training and monitoring sessions to all involved. Realised potential cost.

Stirling, Scotand

• Served as the Onsite Team Leader for the End User Support team within Pru UK from July 2016 to January 2018, gaining valuable experience in team leadership and associated responsibilities.
• Acted as the main point of contact for Onsite Support for projects, meetings and escalations, providing feedback to the various Onsite teams.
• Supported Prudential's UK and Mumbai IT environment (2500+ users), maintaining and supporting local desktops and laptops (HP thin clients, Dell desktops, Lenovo laptops, Apple iPads) and providing full mobile support.
• Provided remote support for approximately 600 remote workers (Sales staff) for all IT issues (hardware or software) that occurred while supporting customers and stakeholders while on the road.
• Conducted support and training for various Operating Systems and associated applications (Windows 10, Office 365 - primarily Office, Skype, and Teams, Airwatch and Intune, SCCM).
• Assisted with virtual support for all Pru UK users via a Citrix XenDesktop environment, investigating application issues running on App-V, rebuilding VMs via Azure and conducting user investigations on Windows Server.

Pinkhill, Edinburgh

Managed implementation and support of approximately 300 Desktops and Laptops on the Edinburgh site. Support all hardware and software incidents for a number of Intel based servers; these include HP Net-servers and IBM E-Servers. Involved with all installations and support of the Operating Systems (NT4, NT4 Terminal Server, and Windows 2000/2003 Advanced.