Drive continual service improvement across the IT Service Desk, working with key partners and senior leadership to manage operations and service level agreements for Boots Retail, Pharmacy and Head Office.

My responsibilities included actively raising, managing and progressing problems arising on customer infrastructure platforms (architecture, servers, desktop/laptops and other peripherals) and providing detailed analytic reporting for customer perusal.Working from office site in Nottingham at Phoenix Park and travelling to various customer sites for face-to-face Problem Management meetings to discuss service improvement plans, current and new process reviews and maintaining a high standard of professional relationships.Using my data-mining and analytical skills, I was also able to quickly provide "as needed" metrical analysis covering a wide range of different services and processes, empowering key staff to follow up with service improvement plans to increase company availability, productivity and cost-efficiency.

Designed, built and implemented an Enterprise-level trend analysis model using my computer programming skills to highlight key areas of concern and track long-term initiatives, as well as providing a wealth of reporting statistics used in director-level presentations. My analysis model provided multiple levels of In-depth trend analysis and provided a platform which utilized problem solving techniques to pinpoint key areas of concern, with the goal of strengthening business services at a Global level.Widely known for my ability to data-mine using a variety of techniques (Oracle SQL, IBM Cognos, ServiceNow, VirtualTech, Infoman) to extract data and collate into meaningful data sets, including trending, forecasting and impact assessment and to do so within tight deadlines.Inherited accountability to produce a complex MOR (Monthly Operational Report) for Citi Global Markets and exceeded expectations by migrating the existing spreadsheet-based report into IBM Cognos, reducing the manual input requirement from 2 business days to 1 hour.Exceeded year-on-year targets for the 15% reduction of critical infrastructure-related incidents, demonstrating the effectiveness of continual service improvement programs, driven by Problem Management teams, at both a regional and enterprise-wide level.A key member of a global team focusing on streamlining and aligning regional and global processes and ensuring best practice disciplines were consistently adhered to across Incident and Problem Management.Provided a monthly account to senior directors highlighting major incidents and problems impacting critical business services, with tracked progress of long-term initiatives.

Technical Problem Manager (regional - EMEA) for Citigroup. Responsibilities included managing problems, reactive and proactive trend analysis, tracking of short/long-term initiatives with technical support teams.As a Problem Manager with excellent analytical skills, I designed and implemented a comprehensive trend analysis model for Citi, using my computer programming skills, which is used to highlight key areas of concern, track initiatives and provide a wealth of reporting statistics used in director-level presentations. My analysis model provided multiple levels of In-depth trend analysis and provided a platform which utilized problem solving techniques to pinpoint key areas of concern, with the goal of strengthening business services at a Global level.Role Accountabilities- Managing Major Problems from the moment an incident is resolved- Documenting the Problem in a logical, standardised manner- Driving root cause analysis investigations with technical engineers- Utilizing key analysis techniques such as the logical, fact-driven Kepner Tregoe (KT) approach in Problem Solving- Holding Major Problem Review meetings- Ensuring remedial tasks are in place and then- Producing and distributing a written account of the record to Senior Executives across technology and business teams- Working closely with other Problem Management teams (regional), Incident and Change Management- Performing proactive analysis of incident data to identify trends- Initiating and performing Service Improvement Programs to deliver technical workarounds and/or permanent fixes that benefit technology and business clients- Providing metrics for the team which track performance against critical success factors and KPI's- Performing reviews of peer-produced reports for accuracy prior to executive distribution