Dan Windsor Email & Phone Number

I manage the Customer Support function for a web-based Claims Management and MI solutions software provider to the Insurance industry. My responsibilities include; Managing the Support Desk, 1st Line Support, Incident Management, Monthly Reporting, JIRA administration

I manage the Customer Support function for a web-based Claims Management and MI solutions software provider to the Insurance industry. My responsibilities include; Managing the Support Desk, 1st Line Support, Incident Management, Monthly Reporting

Responsible for:All aspects of the delivery of Operational Services to the client, including, Business Process Operations, day-to-day operation of the applications, problem management, change management, service desk, service reporting and liaison with other IT functions, such as Database Administrators, UNIX and Windows technical support teams, automation etc.Ensuring services are delivered in line with strict Service Level Agreements, with severe penalties for failure to meet delivery targets. During the 5 years I was responsible for Operational Services, targets were consistently met and no service penalties were incurred.Day-to-day liaison with the client over incidents and service requirements, ensuring all issues were brought to a prompt and effective resolution.Collation of service statistics and production of monthly service reports to the client, including attendance at monthly Operations, Service Improvement and Contract meetings with the client.Direct management of 7 people, including overseeing their daily workload and managing their personal development and career progression. This involved setting them realistic targets, which stretched their abilities as well as providing genuine business benefits, and carrying out thorough and accurate appraisals. Recruiting new team members and promotion nominations for existing members.Production and maintenance of all operational documentation related to the services provided, including over 30 procedural manuals. These were reviewed and updated on a bi-annual basis or whenever changes were made to the relevant services.Detailed assessment of proposed changes within the electricity industry and their impact on the IT services delivered to the client by Capgemini. This included identifying any changes required to the application software, operational procedures, documentation etc, and the costs associated with such changes.

Computer Studies

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