Clive Marshall Email & Phone Number

London, Gb

London, Gb

Cambridge, England, United Kingdom

• Ensure that incidents and requests are handled according to agreed procedures and ensure that suitable documentation is available for those providing support.• Analyse processes, identify alternative solutions, and recommend new approaches. Help establish requirements for the implementation of changes in processes.• Take responsibility for the definition, documentation, and satisfactory completion of projects.• Communicate effectively, acting as a key liaison with team members and… Show more • Ensure that incidents and requests are handled according to agreed procedures and ensure that suitable documentation is available for those providing support.• Analyse processes, identify alternative solutions, and recommend new approaches. Help establish requirements for the implementation of changes in processes.• Take responsibility for the definition, documentation, and satisfactory completion of projects.• Communicate effectively, acting as a key liaison with team members and colleagues.• Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files.• Lead, manage, and direct the team to support all aspects of the support service.• Drive performance, ensuring agreed SLAs and KPI’s are defined, met, and reported on a regular basis. Identifying Service Improvement Plans where improvement is required.• Ensure processes are in place for monitoring the quality of interactions with the Support team to enable effective performance management and client satisfaction.• Provide feedback to Global Support and Cross-functional Leadership regarding necessary changes and updates including policies, strategies, and customer care issues • Analyse internal data/metrics, reports, and statistics to determine trends and identify appropriate needs of the department. Show less

London, England, United Kingdom

• Provide leadership and direction to the Global Support team. • Collaborate with peers, horizontal, and cross functional partners on support and process best practices.• Analyse data trends and develop approach to manage departmental action while communicating with leadership and cross-functional partners. • Supporting the organization strategically and operationally (inclusion of high-level training internally & externally) • Perform daily coaching of team members to… Show more • Provide leadership and direction to the Global Support team. • Collaborate with peers, horizontal, and cross functional partners on support and process best practices.• Analyse data trends and develop approach to manage departmental action while communicating with leadership and cross-functional partners. • Supporting the organization strategically and operationally (inclusion of high-level training internally & externally) • Perform daily coaching of team members to ensure productivity and performance. Overall guidance in ensuring high quality clientele journey.• Coordinate resolution with appropriate internal and cross functional teams as necessary. • Collaborate and communicate with multiple levels of management, internal to Global Support and with cross-functional teams, as needed. • Build strong relationships and be a point of contact with Cross-functional partners. • Provide feedback to Global Support and Cross-functional Leadership regarding necessary changes and updates including policies, strategies, and customer care issues • Analyse internal data/metrics, reports, and statistics to determine trends and identify appropriate needs of the department.• Providing exceptional performance management to ensure team and individuals are meeting goals. • Hire and manage staff for open positions as needed. Show less

London, United Kingdom

• Manage established client relationships. • Communicate with clients at a senior level to resolve issues and inquiries • Supervise & support team members to ensure client satisfaction. • Create an inspiring team environment with an open communication culture. • Create intuitive processes and workflows whilst insuring successful adherence within the corporate environment. Advanced proficiency in JIRA, Confluence & Guru.• Ensure successful front-end application development… Show more • Manage established client relationships. • Communicate with clients at a senior level to resolve issues and inquiries • Supervise & support team members to ensure client satisfaction. • Create an inspiring team environment with an open communication culture. • Create intuitive processes and workflows whilst insuring successful adherence within the corporate environment. Advanced proficiency in JIRA, Confluence & Guru.• Ensure successful front-end application development and maintain support/QA of all active platforms.• Set clear team goals and ensure efficient performance of all team members. • Delegate tasks/roles for all current & upcoming projects, ensuring deadlines are met. • Monitor team performance and generate reports utilising metrics & statistical data.• General monitoring of KPI's and the formulation of strategy in response to business requirements. Show less

London, United Kingdom

- Provision of sporting broadcasts across UFC, Football, PBR as well as ATP & WTA tennis tournaments (incl. French Open & US Open) to the gaming industry. - Key Stakeholder Management - liaising with producers, sporting federations & clients associated with our provided service.- Business Relationship Management - The main point of contact for B2B clients ensuring all platform and contractual needs are met.- Platform management- Event creation, Updating clients & scheduling of… Show more - Provision of sporting broadcasts across UFC, Football, PBR as well as ATP & WTA tennis tournaments (incl. French Open & US Open) to the gaming industry. - Key Stakeholder Management - liaising with producers, sporting federations & clients associated with our provided service.- Business Relationship Management - The main point of contact for B2B clients ensuring all platform and contractual needs are met.- Platform management- Event creation, Updating clients & scheduling of sporting fixtures.- Monitoring broadcast platforms and advanced troubleshooting of streaming and data architecture.- Overseeing schedule, order of play & fixture analysis across 13 sporting properties – approximately 46 different sporting leagues globally- High detail data analysis & technical knowledge – experience in JSON data analysis.- Creating and implementing new reports & administrational processes to ensure the effectiveness of process-driven reporting. Show less

London, United Kingdom

• Single point of contact for phone calls and emails from staff regarding IT issues and • queries• Receiving, logging and managing calls from internal staff via telephone and email• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to• hardware, such as Blackberrys, Laptops, PCs and Printers• Troubleshooting basic network issues such as ADSL broadband issues• Escalate unresolved calls to the infrastructure support team• Logging… Show more • Single point of contact for phone calls and emails from staff regarding IT issues and • queries• Receiving, logging and managing calls from internal staff via telephone and email• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to• hardware, such as Blackberrys, Laptops, PCs and Printers• Troubleshooting basic network issues such as ADSL broadband issues• Escalate unresolved calls to the infrastructure support team• Logging of all calls in the Service Desk Call Logging system • Take ownership of user problems and follow up the status of problems on behalf of the user • and communicate progress in a timely manner• Maintaining a high degree of customer service for all support queries and adhere to all • service management principles• Providing basic in-house training in MS Office applications used within the Association (Word, • Excel, Outlook, PowerPoint)• Providing stats for the weekly Service Desk report on call trends• Publishing support documentation to assist staff with requests for information & provide • staff training if required• Active Directory knowledge. Creating user accounts, reset passwords, create groups • etc.• Blackberry account management and provision• Arranging for external technical support where problems cannot be resolved in hous Show less

• Single point of contact for phone calls and emails from staff regarding IT issues and • queries• Receiving, logging and managing calls from internal staff via telephone and email• Maintaining an Asset Database and track changes• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to• hardware, such as Blackberrys, Laptops, PCs and Printers• Troubleshooting basic network issues such as ADSL broadband issues• Escalate unresolved… Show more • Single point of contact for phone calls and emails from staff regarding IT issues and • queries• Receiving, logging and managing calls from internal staff via telephone and email• Maintaining an Asset Database and track changes• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to• hardware, such as Blackberrys, Laptops, PCs and Printers• Troubleshooting basic network issues such as ADSL broadband issues• Escalate unresolved calls to the infrastructure support team• Logging of all calls in the Service Desk Call Logging system • Take ownership of user problems and follow up the status of problems on behalf of the user • and communicate progress in a timely manner• Maintaining a high degree of customer service for all support queries and adhere to all • service management principles• Providing basic in-house training in MS Office applications used within the Association (Word, • Excel, Outlook, PowerPoint)• Providing stats for the weekly Service Desk report on call trends• Publishing support documentation to assist staff with requests for information & provide • staff training if required• Active Directory knowledge. Creating user accounts, reset passwords, create groups • etc.• Blackberry account management and provision• Arranging for external technical support where problems cannot be resolved in house Show less

Receive and log all calls / e-mails made to the IT service desk and determine priority.Liaise with Tier 2 employee support over issues that are continually re-occurring from analysis of IT service desk data. To identify and assist in a Major Incident / Service Impact and to inform the relevant parties necessary in the business at the start and closure of the day.Resolve calls at logging that do not require 2nd line support from other areasUpdate all open calls on a daily basis… Show more Receive and log all calls / e-mails made to the IT service desk and determine priority.Liaise with Tier 2 employee support over issues that are continually re-occurring from analysis of IT service desk data. To identify and assist in a Major Incident / Service Impact and to inform the relevant parties necessary in the business at the start and closure of the day.Resolve calls at logging that do not require 2nd line support from other areasUpdate all open calls on a daily basis by liasing with users, Tier 2 employee, and external SuppliersFormulate pro-active responses to user errors in liaison with the business improvements group.Document new and existing IT service desk proceduresUpdate daily schedule and continuously improve performance Show less

Slough, United Kingdom

Perform business-to-business primary and secondary research, analyse industry trends/data, and generate market/client focused intellectual propertyConduct primary/secondary market research, drive industry specific Intellectual Property content.Directly contribute towards the fulfilment of bespoke consulting projects, demonstrating specialist industry knowledge and utilising defined research/analytical practices.

Watford, United Kingdom

Responsible for resolving technical issues at customer sites as well as installing computer systems and networks.

Charing Cross, London

Conduct research, produce written reports related to current projectsMy activities would involve primary and secondary research as well as analysis of survey results. Other responsibilities include responding to client inquiries, providing support to other teams, public speaking at conferences, and providing support for sales and marketing. An important role involving interaction with clients across Europe to retain and expand existing business interests

Education record

Education record

Education record