Benjamin Coomber Email & Phone Number

Gateshead, Gb

Gateshead, Gb

Newcastle-Upon-Tyne, England, United Kingdom

Working as part of a Service Management Operational team at the university. Matrix management between our IT/HR/Finance department in relation to our Oracle system,Business relationship management - Working with our colleagues in HR, Finance and the wider institution to ensure good relations with our professional support services and in some cases, academic colleagues.Change management - working with our colleagues in HR and Finance to ensure our governance and change management process is adhered to and supporting staff with the raising, understanding and processing of change requests at the university.Supplier management - working with our suppliers to ensure SLAs and contractual agreements are met, building a partnership so the University and the suppliers get the best out of the relationship.General managerial duties - Reporting and monitoring of live Oracle service on a monthly basis.Live service board chair - Chairing the quarterly live service board for the live Oracle service to the university executive.Recruitment - Assisting with recruitment of colleagues within IT, Finance and HR.Facilitation - Meeting facilitation for workshops and training sessions.Business case proposals - Putting forward business cases to acquire funding, headcount, new software/hardware.Incident and request management - general incident and request management within the ITIL framework.

Newcastle Upon Tyne

Managing a team of TEL trainers, content developers and business analysts for supporting up to 2600 members of University staff.

Working as part of a diverse team of professional support and training staff to deliver high quality training surround the Universities use of technology in regard to teaching and learning.Responsibilities:• Delivery of training to 2600+ staff across the University in the use of Blackboard, Pebblepad, Panopto, Turnitin, Collaborate, Office365, Teams etc.• Development of eLearning packages for new software deployments to ensure permanent resources are available for future proofing.• Support and deliver training surrounding the new VLE (Blackboard Ultra), over 100+ face to face learning sessions• Consultation for bespoke support for projects relating to teaching and learning• Development of training content, including eLearning (Articulate Storyline) PDF and video guidance• Development of training courses for both academic staff and professional support staff across our campuses• Maintain and update the VLE in accordance to business needs• Manage and support 50+ tickets per day in relation to support with our technologies• Liaising with vendors to secure new services and products• Testing new products and services to ensure that they meet the needs of the business• Researching teaching and learning techniques to further improve the quality of our training• Researching new technologies which can be applied to our teaching and learning environments (VR)• Review our content ensuring it meets our guidance in relation to accessibility• Create innovate learning pieces and projects to assist with academic support

• Sole responsibility for providing technical and general information support to staff and students across 45 different universities across the United Kingdom during the night shift period.• Administrate user account for both staff and students through active directory, including re-enables/disables, creations, password resets and account extensions.• Sole responsibility for monitoring critical systems throughout the night, ensuring that all appropriate actions are taken in the event of an escalation.• Sole responsibility for carrying any escalations across to the next shift supervisors• Supervisor for staff during the late evening and night shift.• Logging feedback from partners, both positive and negative• Striving for continuous improvement, making suggestions for wasteful tasks and processes that generate no benefit for staff member or partners.• Co-ordinating tasks between teams to ensure we are meeting SLA’s and KPI’s and resolving queries in the fasted most efficient way• Correspond to upwards of 400 e-mails per night, ensuring all are responded to accurately• Keeping an overall quality rating of 90% or higher with regards to all areas of my work• Processing SAP purchase orders for all parts of the university, these included procurement of new software, hardware, telephony and audio visual equipment• Keeping internal database up to date with as and when updates come in, monitor solutions for errors and request updates from the partners relating to missing information.• Protecting customers sensitive information held by the establishment by adhering to strict Data Protection policies.

- Creating high quality Caricatures in under 15 minutes for show customers- Completing commissions for customers

Newcastle Upon Tyne, United Kingdom

• Take up to 100 calls from customers relating to request queries and administration work• Create, reset and manage users' accounts within several high profile administrative systems• Manage own workload keeping in time with SLAs and KPIs from start to finish of requests, by doing this we can meet the customers’ expectations and deliver to a high standard.• Created and maintained e-mail templates for better communications with the customer, simplifying the language used in our communications that lead to faster and much more satisfactory feedback• Receiving, processing and handling of escalations, ensuring the customer is informed every step of the way• Evaluate, test, advise and train new starters in the team, ensuring they are aware of all processes, policies and responsibilities for the job role. Created a scheme of work that helped train new members of staff so that they would have all the required knowledge to function efficiently in the team• Analyse and assess current procedures within job role and make suggestions for continuous improvement.• Compiling and filing daily statistical reports, stock levels, requests received and forwarding them on to heads of other towers for information purposes• Designing and maintaining customer’s internal intranet catalogue, ensuring all information, styles and images are up to date and not broken. We took a very outdated catalogue system, updated and improved the sites styles and layout so that customers had a much easier time navigating the catalogue and finding the information they required• Receiving and managing large scale project work, collating all information and forwarding it on to the appropriate service towers for processing. I personally received the request to approve and manage the relocation of the Tottenham Job Centre after the 2011 riots

Newcastle Upon Tyne, United Kingdom

Academic staff for FDA advertising & ND in media.

Pgce (Post Graduate Certificate In Education), Higher Education/Higher Education Administration, Pass

Conducted two years of teaching as part of my training course to obtain an adequate amount of teaching hours. This was done at Newcastle.

Bachelor Of Arts (Ba), Animation + Illustration, 2:2

Activities and Societies: Animation & IllustrationFDA - Animation & Illustration BA - Creative Practice