Ciaran Lyons Email & Phone Number

Wirral, England, United Kingdom

Wilmslow, Cheshire

Responsible for the day to day management of the IT Service Desk, its objectives, schedule, task assignment and general over all operation, whilst being the main point of escalation for all technical issues. Motivating seven team members and setting an example to the team, supporting over 24,000 user accounts and receiving on average 573 calls and 626 tickets per week. Ensuring that volumes remain at an optimum level whilst regularly reviewing the quality of calls and tickets with the aim of delivering a professional and efficient service that regularly exceeds customer expectation. • Escalation point for full-site network and telecoms outages, providing remote support to care homes and hospitals. Ability to understand complex network diagrams, diagnose where faults lie and instruct 3rd party engineers in leading to full site resolutions• Responsible for monitoring network performance at all sites across the estate ensuring proactive support can be providing when alerted to critical systems outages • Reviewing all incidents and service requests to ensure the correct priority levels are set• Led the testing for the team in implementing two new key service desk systems over a two month period leading to greater productivity and flexibility within the team• Review team processes regularly looking for continuous service improvements to benefit team performance, boost team morale and improve customer experience • Re-designed daily performance reporting, communicated every morning with my team to ensure they are fully up to date with volumes whilst providing visibility of all open P1 & P2 incidents, key focus areas and staff availability during each current day• Responsible for the team rota, ensuring that all key shift times are covered in addition to managing holidays, punctuality and absence • Responsible for performance management of the team and individuals, whilst gaining further experience in disciplinary and HR investigations, processes and procedures

Wilmslow, United Kingdom

Providing IT services and support to customers in over 500 care homes and additional sites within the UK. Specialising in incident and service request management, provisioning of hardware and software, adhering to purchasing processes and IT asset management.- Implemented new capital expenditure template, delivering cost benefits and time saving efficiencies for the business of up to one working day over 8 months- Undertook initiative of recording asset information of smart devices resulting in improved asset management reporting and enhanced security in storage of the assets- Extensive knowledge and application of IT hardware including Dell/HP workstations and terminals, iPhones, iPads, Cisco phones, O2 Boost Boxes- Installation and deployment of IT software including Windows 7, Windows 10, Microsoft Office products, Cisco and Forticlient VPN’s, Citrix, Microsoft Server 2008 and 2012- Daily use of IT management systems including SCSM, SCCM, Active Directory, Microsoft Exchange, Airwatch, O2 portal, UK Mail, Cisco systems

Manchester, United Kingdom

Promoted to this role from IT Systems ExpertLed the IT Team and its services in a highly customer focused environment, and ensured that the highest level of technical ITIL service delivery was provided to over 200 customers Continuous improvement of IT processes and the service landscape of the department, ensured maximum availability of technical infrastructure which boosted the organisations productivity and services delivered to its own customersAnalysed daily, weekly and monthly reports to provide updates to senior managementIncreased headcount and motivated team leading to call volume levels going up by 25% and reduced response times to customers by 50% Recommended refining disaster recovery processes, implemented an ‘in-house’ solution saving £65,000 per year and ensured business continuity in the event of a crisis Budget and cost centre management, accurate financial planning and reporting which created efficiency savings for local Finance Team Informed senior management and team leads of project work on a monthly basis and ensured each team could plan effectively during potentially disruptive project deliveryLed and delivered a number of projects on time and in budget including;o Replacement of telephone system o Upgrade of printing infrastructure Mentored, coached, developed others which led to their progression within the business

Manchester, United Kingdom

ITIL agent and main point of contact within the IT team for technical matters, involved in the delivery of technical and people orientated tasks which ensured the smooth running and operation of local servers, workstations, printers, telephony, network, specialist IT equipment Enhanced local IT infrastructure, implemented change evidenced by upgrading in excess of 260 workstations to Windows 7 and Microsoft office 2010, delivered comprehensive training to over 180 business usersLed the introduction of Kaizen’s 5S principles, transformed the local server room to best in class and influenced colleagues to offer efficiencies across each departmentImplemented an e-invoicing technical solution, adhered to EU legislation, offered process improvements to the organisation and collaborated directly with its customers

Manchester, United Kingdom

Provided the highest level of technical services to over 200 customers in a highly customer focused environment, displayed problem solving skills, which ensured the resolution of incidents and service requests to all end user queriesUse of ITIL service delivery system focused on incident, task, problem and change management Contributed to local and global technical infrastructure projects, complied with global IT procedures and collaborated with a number of global IT teamsSelected for role as Ambassador of global Business Service Centre, attended a train the trainer course and rolled out ‘Mission and Vision’ workshops to all employees