Chris Williams Email & Phone Number

Maidenhead, Gb

Maidenhead, England, United Kingdom

As an Application Support Manager, I lead a dedicated team of seven professionals, fostering a collaborative environment where exceptional customer service is our top priority. With a strong focus on empowering my team, I ensure they have the resources and support needed to excel in their roles.Together, we efficiently manage 3rd line support tickets through ServiceNow, tackling complex issues and delivering timely solutions. In addition to our support responsibilities, we actively contribute to various projects across the organization, driving improvements and enhancing our application landscape.I am passionate about creating a culture of continuous improvement, where both team members and our clients can thrive.

Maidenhead, England, United Kingdom

Maidenhead, England, United Kingdom

Maidenhead

Reporting in to the Service Delivery Manager, I manage a team of five Service Desk Analysts, one Senior Analyst and one Service Desk apprentice covering 1st and 2nd line support.Running under the ITIL v3 framework, I work to ensure SLA's are met and processes/procedures are created and kept up-to-date. I regularly work with project managers to ensure project to support handover is seamless.

Maidenhead

Providing 2nd and 3rd line technical support to over 2000 internal customers at over 200 UK sites, including 24/7 support. Performed a range of duties, including:- Implementation of upgrades, fixes, enhancements adhering to the internal change management process- Technical lead on several projects, including the implementing a new MDM system and CRM system for sales reps and then providing support to handover.- Review and creation of documentation and procedures relating to the Business Support Desk and the MIS department.- Supporting in-house systems with a proficient knowledge and experience in 1st line support of Microsoft operating systems (7, XP, NT; W2K, W2K3), MS Office 2000 – 2010, Citrix XenApp, Lotus Notes/Domino Administration 6/8.5, TCP/IP Networking, BT/Cisco Phone systems and an in-depth use of Active Directory.

Maidenhead

Providing 1st and 2nd line technical support to over 2000 internal customers at over 200 UK sites, including out of hours support.

Reading, United Kingdom

Providing 3rd line incident and problem support to over 70 sites across the UK, including out of hours for key sites that run 24/7. Duties included installing, configuring and troubleshooting Cisco routers and switches.

Cookham Dean, Maidenhead

1st Line Support Analyst supporting over 900 field based employees with their call reporting system (CRM). Performed a range of duties including providing support during training events, running and adapting SQL scripts, supporting Cisco VPN clients and supporting internal hardware and software.