Basil Ward Email & Phone Number

Bristol, Exeter, Warwick, London

Working closely with Bristol & Exeter Universities & the Home Office Emergency Services.

Melksham, England, United Kingdom

Westminster, London

Rac Bradley Stoke, Bristol, United Kingdom

Based at the RAC Supercentre at Bradley Stoke, Bristol. Supporting RAC sites at Walsall & StretfordThe Getronics family is an ICT Services group consisting of the Getronics and Connectis brands and is owned by the AURELIUS Group, a holding company headquartered in Munich, Germany. With an extensive history that extends over 125 years, the Getronics family has approximately 6,000 employees in 18 countries across Europe, Asia Pacific & Latin America, and has a complete portfolio of integrated ICT services for the large enterprise and public sector markets. This includes Workspace, Applications, Communication, Data Centre, Cloud, Consulting, Product and Managed Services. Getronics is a lead in the Global Workspace Alliance, a unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to 90 countries.

Ministry Of Defence, Uk

The Atlas Consortium, of which HP is a member of have provided comprehensive Service Management support to the MoD for a number of years. My prime responsibilities include;To Manage, Govern & Assist all Change & Release activity of a number of Managed Service Providers that support the MoD infrastructure. The OSM teams have the responsibility in their respective areas (Incident, Change, Problem etc) to ensure primarily that activities (Delivery, enhancements, Changes, Upgrades) within each MSP 'Tower'​ is not only Fit For Purpose within that space it should not introduce negative results across the other MSPsReporting Setting up KPI's, Creating appropriate OLA's Mediation with MSP'sare all OSM's responsibilityThe needs of the Client have to be explored, modify if necessary & delivered in a timely & professional mannerCAB attendance, Early Life Support, software trials - The OSM Change & Release Team manage for a unique client

for an Acute NHS Trust. To deploy and manage all service management areas successfully through to the exit stage of the £1bn LSP programme.Responsible for: Service Management responsibility for multisite trustsManaging a team virtual/matrix team to deliver contractual service targetsContinually focusing on cost reduction initiativesDriving service improvement activities and improving customer satisfactionWorking with multiple projects with multiple suppliers at one timeBuild senior level relationships within the NHS Trust & own the overall service relationship on behalf of BT Key Achievements:Delivery of BT services to the last Greenfield site – valued at £13m Mitigation of incidents making monthly savings – reduced total number by 40% Closure of all Problem records open at the trust – reduced from 10 to 0 – 100% success Increased Customer Satisfaction response and positive feedback – 50% more response & 16.73% higher positive satisfaction feedbackLead a successful voluntary project to build a greenhouse from plastic bottles for a local school – 21 BT Staff members, 105 people hrs as well as BT donated all £750 to this groupCaptained a team to successfully reach the semi-finals of the Challenge cup

I was responsible for managing SQL & Oracle DBA’s the end to end IT service of the Oracle db’s supporting 14 Acute Trusts & SQL db’s supporting 20 PCT’s across BT Global Services’ NHS contract.Responsible for:Ensure that proactive database housekeeping procedures are perform against critical database instancesManage the interfacing of DBA’s, with other technical groups in regards to Service SupportInterface with business units, including Service Delivery, Release, Problem & Change Management to assist in the transition of service deliverables. Ensure that the critical aspects of ‘Path to Live’ is monitored.Ensuring that any changes or modifications relevant to ‘Live’ databases have been fed back to Build & Design for future databases being introducedAssessing the potential & managing the development of future DBA’s, via the apprenticeship scheme Provide Senior Management with an up to date view of critical issues regarding databasesWork closely with 3rd Party Technical resourcing Key Achievements:Helped to reduce High Severity Service Incidents by improving BAU DBA proceduresDeveloped apprentices helping them graduate to the DBA support environment in so doing reducing the need for contract staffJune 2004 – October 2006 (contractor) February 2009 (permanent)

I was responsible for the management of the processing, review & management of Requests for Changes. My responsibilities also included chairing Change Advisory Boards (CAB) where RFC’s were reviewed, Approved or RejectedResponsible for:Assisting the Service Management Configuration, Change, Service Level & Release Manager to prepare procedures as well as the Service Management PlanAssisting with the creation of an identification scheme for the Configuration Management Data Base (CMDB)Responsible for the integration and interaction with all other Service Management and other interfaces across the programmeResponsible for identifying Service Data repositories and the accurate population of the CMDBProducing Critical Success Factor (CSF) and Key Performance Indicators (KPI) reportingMaintenance of the integrity of the CMDB Assist in conducting audits of Configuration ItemsKey Achievements:Prepared & participated in IS20K Business Relationship Management Audits for complianceAssisted with the switch of the Helpdesk tool Ensuring that the new system was capable of accommodating all ITIL components & relationships (ie A server is a Config Item which should be related to other CI’s such as software, User etc) Reduced the number of Emergency Change Requests submitted across the estate

I was responsible for managing staff involved with general Helpdesk activities supporting a Call CentreResponsible for:Creating & Managing End User system profilesManaging the IT Support unit Design & Review Helpdesk functions & processesKey Achievements:Investigated & Improved the IT Support coverage extending it to areas that had been previously neglectedWorking closely with IT Technical Support, successfully moved all support functions to a new site over one weekend. Business resumed as usual on the following Monday morningDrove the need to identify Root Cause regarding Service Incidents in an attempt to avoid reoccurencePrevious Role

As a member of the IT Support Team it was our responsibility to ensure that all IT devices used to support the then largest Open Outcry trading Floor environment in the City Of London. The overnight trading information was also processed by my team, ready for the following days trading. I also got my first exposure to the ITIL methodology