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. Stakeholders include IT Directors and Business Directors involved with the Incident process.Key achievements:• 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% within 3 months of agreeing SLA’s across all IT functions. • 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 savings of over £120,000 and annual time savings of 400 hours in the first six months through various process changes and improvements to internal and third party processes.• Led weekly/monthly governance meetings with product owners and stakeholders involved in various process ( Incident and Requests , Continual Service Improvement and Problem Management), at all times reporting to Senior Management the latest updates and progress of all tasks, making sure the customers and the business are up to date and have minimal impact.

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 on Airwatch and Intune, liaising with 3rd parties for hardware and software 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 and Active Directory environments.• Travel to Dublin on a monthly basis for onsite support activities, including IT kit handovers, local hardware and software support, network patching and training; also travelled to M&G's European offices for hardware installations and training users receiving new equipment/software.• Acted as the on-site support representative for projects, attending stakeholder and third party meetings, testing new equipment/software and writing documentation for the OSS teams.• Centralised IT ordering within the team. Liaised directly with the Procurement team on requests, fostering a better relationship between the two teams.

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 Server).