Dan Licence Email and Phone Number

Demonstrated entrepreneurial spirit to launch and grow a customer-centric outdoor leisure business, building skills in financial management, vendor negotiations, and customer satisfaction. Delivered £140K in revenue and maintained exceptional customer service record with zero complaints.

Displayed resilience and agility in a strategic role during a period of extensive organisational transformation and unique challenges posed by COVID-19 while overseeing business-critical IT operations. Scoped and directed projects associated with complex M&A processes while coordinating hybrid/remote working initiatives, coordinating branch upgrades, and overseeing the IT Service Desk Manager. Key Highlights:• Project managed integration of IT operations across over 10 businesses… Show more Displayed resilience and agility in a strategic role during a period of extensive organisational transformation and unique challenges posed by COVID-19 while overseeing business-critical IT operations. Scoped and directed projects associated with complex M&A processes while coordinating hybrid/remote working initiatives, coordinating branch upgrades, and overseeing the IT Service Desk Manager. Key Highlights:• Project managed integration of IT operations across over 10 businesses, involving more than 40 branches and 500 staff.• Delivered crucial insights and recommendations to board and stakeholders by developing strategic IT due diligence reports and integration plans for future acquisitions.• Enhanced service delivery and operational efficiency by implementing transition to hybrid working for Service Desk, including the creation of a metric-driven IVR system.• Optimised business continuity and staff productivity having distributed and setup remote working technologies for UK branch staff, issuing over 200 laptops in a very short window, complemented by tailored training programmes.• Refurbished and relocated over 50 branches, optimising operational efficiency and workspace utilisation alongside Facilities Director. Show less

Led, motivated and provided strategic direction to a team of 11 Support Technicians, delivering exceptional first and second line support to approximately 2.5K users across 160 branches. Managed IT integrations, moves and refurbs and supported the evolving needs of a rapidly expanding business environment.Key Highlights:• Directed a team providing IT support in a challenging multi-branded business environment, efficiently handling over 200+ calls daily.• Managed strategic… Show more Led, motivated and provided strategic direction to a team of 11 Support Technicians, delivering exceptional first and second line support to approximately 2.5K users across 160 branches. Managed IT integrations, moves and refurbs and supported the evolving needs of a rapidly expanding business environment.Key Highlights:• Directed a team providing IT support in a challenging multi-branded business environment, efficiently handling over 200+ calls daily.• Managed strategic relocation of the Service Desk team to a central location, facilitating the recruitment of six new roles while retaining two key personnel.• Unified knowledge base systems, driving creation of new articles and ensuring consistent support quality across all branches.• Improved operational efficiency and accountability by developing asset management (SNOW) and introducing standard ticket hygiene processes. • Moved from manual laptop builds to SCCM, significantly reducing the wait time for customers• Implemented a major incident process, including a live news board for all branch managers. Show less

Led a team of 30 Global Support Technicians within a large software and information technology business; ensure achievement of global client requirements 24X7. Coordinated team through a large acquisition with HPE software while managing a partnership with a newly introduced third party managed service provider.Key Highlights:• Ensured quality delivery of first and second line support to ~10K users, processing 6,000 monthly calls.• Re-modelled global 24X7 ITIL based Service Desk… Show more Led a team of 30 Global Support Technicians within a large software and information technology business; ensure achievement of global client requirements 24X7. Coordinated team through a large acquisition with HPE software while managing a partnership with a newly introduced third party managed service provider.Key Highlights:• Ensured quality delivery of first and second line support to ~10K users, processing 6,000 monthly calls.• Re-modelled global 24X7 ITIL based Service Desk operation; created dedicated first line Service Desk from India.• Led a successful global desk-side ‘follow the sun’ team, stretching across EMEA, APAC and AMER regions.• Chaired meetings with Service Desk team leads, focusing on continual service improvement.• Provided ‘White-Glove’ service to senior execs and assistants on a daily basis.• Project managed implementation of new self-service ticketing system (Micro Focus SBM), incorporating CMDB and Knowledge Base features.• Developed the existing Major Incident Process, provided training to Service Desk and Support Services teams.• Engaged with numerous third party vendors and large managed service providers.• Drove Service Delivery component of business critical projects, including: Two-Factor Authentication, Windows 10 OS Deployment and Local Backup Solution (CMX).• Provided mentorship and coaching to 3 direct reports (IT Service Desk team leads). • Provided weekend on-call coverage for high priority incidents. Show less

- Ensured quality support of an average of 10K users, processing 400+ calls daily, 200 self-service tickets, and extensive portfolio of 10K+ applications. - Orchestrated design and roll-out of new Service Desk Group, interviewing more than 100 professionals for rebranding ITIL-driven and customer service-focused team.- Served an instrumental role in smooth operational transitions following corporate mergers, acquisitions, and changes. - Enhanced team performance through facilitation… Show more - Ensured quality support of an average of 10K users, processing 400+ calls daily, 200 self-service tickets, and extensive portfolio of 10K+ applications. - Orchestrated design and roll-out of new Service Desk Group, interviewing more than 100 professionals for rebranding ITIL-driven and customer service-focused team.- Served an instrumental role in smooth operational transitions following corporate mergers, acquisitions, and changes. - Enhanced team performance through facilitation of knowledge transfer from legacy teams across UK. Improved first contact resolution from 30% to 75% over a 12-month period as well as catapulted call handling by over 60% (to 95%) over a 12-month period- Elevated customer satisfaction through implementation of surveys, facilitating identification and targeting of areas in need of improvement.- Slashed ticket backlog by more than 60% over six-month period. - Led design and implementation of SLAs, categories, priorities, training, and groups focused on EMIA portion of new single global ITSM tool (CA USD). - Eliminated labour-intensive service desk inbox through implementation of self-service model as well as replaced legacy systems with new tools / processes. - Drove Service Delivery component of AD Migration, providing project design, transition, and operational support in transferring 6,500 staff members onto a single domain, while simultaneously supporting Office 365 email migration for 10K users. - Played an instrumental role in implementation of Two-Factor Authentication and Cisco Anyconnect VPN across EMIA. Show less

Provided onsite support to users across more than five offices, handling second line calls and servicing an average of 550 users (50K miles travel annually) Played a key role in software installations (CAD / Autodesk / Bentley), deployments (SCCM / Altiris), fault finding, McAfee Endpoint Encryption, Active Directory administration, and proper application of a wide range of technical tools. Completed data backups and restorations as well as repairs of networks and mobile phones. Led relocation… Show more Provided onsite support to users across more than five offices, handling second line calls and servicing an average of 550 users (50K miles travel annually) Played a key role in software installations (CAD / Autodesk / Bentley), deployments (SCCM / Altiris), fault finding, McAfee Endpoint Encryption, Active Directory administration, and proper application of a wide range of technical tools. Completed data backups and restorations as well as repairs of networks and mobile phones. Led relocation of office technologies (30+ users), contributing to smooth mobilisation projects as well as new machine deployments across UK and Europe. Show less