Brian Ball Email & Phone Number

Aviva Centre

Worked for Global IT Operations

Bristol, United Kingdom

Transferred as EUC PCS Support Senior team lead - looking forward to more challenges within my current role. Windows 7 refresh - Application migration - Extended support and delivery across the commercial business sector.

EUC Team Lead Friends Life Account (Bristol), with customer base of over 3000 users. Driving desk side support and IT related project work based in Friends Life Centre Bristol. Technical Liaison for Diligenta Project Management heads. responsible for SLA reporting to TCS EUC management for BRS location. and management of escalation with the Bristol estate in relation to IT issues.

Transferred to IBM DCS from AXA tech - Quickly established myself as team lead supporting 3 Tech engineers of varying support levels. This coincided with EUS migration project from DELL to Lenovo (IBM) supported devices. Provided BAU Support as well as support to the EUS Migration roll out team - Supporting over 3500 to 4000 site based users, IBM SDM recommended that I take the TL management roll in respect of my team driving attitude. Since this time have taken a team of 5 from strength to strength - Meeting BAU SLA requirements - and supporting demanding business projects for both Friends Life and Diligenta companies. Resource management - call management - major escalations being part of my daily task and routines. Over 12 month period over 6000 requests fulfilled with the SLA of 95% - and over 100 projects delivered successfully.

Interface with end user, technical support team., EUC Management, Project Management, Asset Management, offering technical solutions to previously mentioned to provide streamlined approach to extremely demanding role.

Bristol, United Kingdom

June 2007 position of LIW Customer Support Specialist in partnership with DELL Managed Services, providing a unique specialist service to AXA Home based users. Intrinsic to the growth of AXA business the LIW users requirement means that the LIW support team were created to provide a service that ensures the minimum downtime of any customers that require level 3 support. The ethos as a team is to provide an end resolution to customer problems, ensuring a professional, courteous service. The service has been a success with the original project expanding from pilot to production, with over 800 Laptop users being assigned to the care of LIW support

Bristol, United Kingdom

Primarily acting SDM, for the AXA op co’s, Life, Insurance and Health. Dealing with day to day service issues, providing process plans for the DELL Tech support desk during the transition to the new support structure in India. Report Management to the DMS team at AXA, Implementation of Service Variations. Experience as VOC Manager with DELL Managed Services. Secondary role as VOC Manager (Voice of the Customer), customer improvement scheme, an initiative devised by DELL computers, in partnership with service supplier Getronics. Both were high profile, challenging roles, requiring the highest level of attention to Customer Service and professionalism.

Bristol, United Kingdom

AXA Insurance/Life project involved the migration of the User base from an NT Environment to Windows XP UK wide. My role involved the preparation and configuration of user profiles within AD, setting security permissions to shared access, configuration of data migration and user data transfer and mail migration, successfully migrating over 3000 users. Providing support to Field support and Service desk personnel. After successful completion of the migration project I continued in the role of Security Administration/Tier 2 support, which included call management and escalation support for incidents to the Security Admin and Technical support queue, a reflection of my administration skills and expertise and experience of migration processes and procedures and resolving issues. Further I already have an in depth knowledge of the Infrastructure of all AXA site locations.

Bournemouth, United Kingdom

JPMORGAN Connect project was targeted with the migration of desktops at the bank (world wide) from Windows NT4/Novell to Windows 2000/ XP environment and replacing existing desktop assets with Dell. My role as the Lead Implementation team lead, included managing a team of 12 implementation/support engineers both in Bournemouth and London• Providing Implementation Consultancy on behalf of DELL for the implementation at JP Morgan, Bournemouth, and London Offices• Liaising with Internal and external service providers• Pilot testing Windows XP for future implementation• Carrying out proof of concept testing for a number of legacy applications running at remote locations prior to integration with other desktop applications• System Builds and network support including Infrastructure Support• Application Support, Testing and Asset Management across all sites• High Level User Support• Planning and provision of Project Management Support• Allocation of tasks & Management of deliverables

Swindon, United Kingdom

Nationwide infrastructure projects aimed at improving network communication and management systems update In line with Windows 2000 dependencies. My role was as Lead Implementation/Sub Project Manager, consisted of leading a team of 10 to 12 implementation/technical specialists. Core work was undertaken at Nationwide Head Office in Swindon, but included all satellite offices across the country • Providing implementation technical support to Contractual tech team• Liaising with internal specialists, process management, change management• Carry out proof of concept testing for a number of high-risk legacy systems running at remote locations prior to integration with other desktop applications• System Builds and network support including Infrastructure Support• Application Support, Testing and Asset Management across all sites• High level User Support• Planning and provision of Project Management Support• Allocation of tasks & management of deliverables

Bristol, United Kingdom

Senior Customer Engineer: Midrange and communications specialist, training engineers on System 36 and AS400 terminal communications; support on Epos Retail systems; OS2; NT4; Microsoft back office systems network support in retail environment and training as specialist AIX/RS6000: DHSS NUBS system. Worked with IBM providing Midrange Support whilst completing my Degree.

Bachelor Of Arts (Ba), Multimedia, Hons

Development course using various types mediums to produce interactive projects - Including HTML DHTML and Java script Java (Server based).

Education record