Bob Dickinson Email & Phone Number

Ruislip

• Reporting to the Manager of Customer Success, managing large/enterprise level prospective customers through the onboarding implementation as lead consultant.
• Day-to-day activities include leading remote and on-site customer workshops, designing and creating training materials, project management, mapping customer requirements and problem-solving.
• Have delivered over 100 successful Solution Implementations, and countless Expert Service engagements to organisations across many industries, for example, The Financial Ombudsman, Kent and Essex Police, Bournemouth.
• Proven adaptable communicative skills to interact with all levels of customer role and competency, ranging from Helpdesk Analysts through to C-Level.
• Coaching and mentoring new staff, and junior members of the team.
• Continuous improvement of internal processes – responsible for the definition, design and maintenance of all onboarding process workflow

London, Greater London, United Kingdom

• UK-based Implementation Specialist responsible for requirements gathering, deploying, implementing, and configuring implementations for new customers,
• Fast-tracked through product training due to previous ITSM experience and a continuous drive for learning.
• Utilised to support sales engineers and project managers as part of on-site demos and “proof of concept” phases, contributing to over 15 on-site sales engagements across the UK and Europe.
• Functioned as a key point-of-contact for day-to-day customer engagement and additional service needs.

London, United Kingdom

• Working in a customer-facing role that encapsulates a number of components, but at its core sits the delivery of IT consultancy and solutions.
• Solution, Process Design, and Documentation to implement robust systems which incorporate best practice concepts for a variety of customers - from Local Councils and NHS Trusts, right through to global organizations..
• Requirements Gathering, via the facilitation of business/gap analysis and translating technical jargon into understandable terms
• Technical Implementation of the solution which includes multiple ITSM components such as Incident Management, Change Management, Service Request Management, Problem Management, Known Errors, Asset Management and CMDB.
• Imports, Integration, and Data Migration as part of the configuration of customer data - using strong skills in MSSQL, MySQL, and PHP
• Writing and delivering end-user training in the form of video creation, Wiki Articles, and Live Webinars, to over 100+ people at a time - with strong skills in adapting delivery based on the audience.

Ruislip

• A customer facing role combining IT Consultancy, Technical Implementation and 3rd Line Support.The key components included:
• Working with customers to develop and implement Supportworks Projects and Upgrades. This involved working through the entire project lifecycle including:Requirements gathering and scoping, Quotations, Solutions design.
• Performing the 3rd Line Support function to assist customers after go live. Tasks often included debugging, development of bug fixes and solutions, remote sessions with customers to solve and fix incidents, Problem.

London, United Kingdom

ITSM Consultant (primarily BMC Remedy) for a number clients serviced by Devoteam. Experience/responsibilities include: requirements gathering, configuration, enhancements, build, customisation, documentation and support

Islington, London

• The position is primarily as an L3 ITSM Support Consultant for a large number of external customers in order to analyse, investigate and resolve complex incoming incidents that are logged daily, along with assisting.
• Main day to day activities involve the troubleshooting of incidents raised by 40+ companies that we support, often with differing Remedy Application Versions and bespoke systems.
• Working closely and efficiently with the other members of our small L3 team, as well as the Global Service Desk (L1) to successfully meet our Response and Update SLAs on a daily basis.
• Trained and certified in various Service Management applications including AR System 7.1 to 7.5, Atrium CMDB and ITSM
• Fully trained in ServiceNow Administering, Scripting and have attended various refresher courses.
• On-site support service checks for new customers in order to document architecture and versions and to report findings back to management and team members.

Swindon, United Kingdom

• Responsible for the day to day support and running of all in-house and out of the box Remedy IT applications, which included customer support activities, housekeeping, bug fixes, UAT and enhancements – along with.
• L2 Remedy support on a rota basis
• Involved in various high profile IT projects including the “Data Centre Service Request” project which involved working with the Remedy development of a brand new bespoke application. This also included testing, user.
• Lead Technical Resource in the Process Improvement Project which involved working closely with the Config Management team to help manage CIs via Discovery tools to be integrated with a new CMDB solution.
• Requirements gathering and documentation for minor projects
• Production of Functional Designs for various Remedy Systems, this involved working closely with the business to capture requirements

Swindon, United Kingdom

• A first line support role, assisting Nationwide’s 25,000 employees resolve any IT issues and problems they may be experiencing as acting as a first port of callTasks & responsibilities
• First level position, where I dealt with hardware and networking issues along with general Windows, Microsoft Office and Software problems.
• Worked as part of a large team, in a high pressure environment with a large turnover of calls, often with many high priority incidents to deal with at once – consistently achieving high first time fix and response SLA.
• Progressed to L2 support within the team after two years

Bsc (Hons), Applied Psychology And Computing, 2:1

The course developed my understanding of the many aspects involved in the interaction between humans and computers. Modules studied.

A Levels, Levels; Psychology (B); English Language (C), Information Technology (C)

Gcse'S, 9 Including Science (A), Maths (B) And English (B)