Daniel Cairney Email & Phone Number

Darlington, Gb

Stockton-On-Tees, England, United Kingdom

Stockton-On-Tees, England, United Kingdom

• Problem Identification, Control & Resolution.• Identifying Problems through strong proactive problem management capabilities and an understanding across the four dimensions of Service Management.• Establishing root cause of incidents and identifying associated mitigation and preventative opportunities. Supporting post incident reviews. • Key contributor and decision maker for Service assurance in BT through proactive problem identification and resolution. • Data Analytics & Visual Analysis.• Toolset adoption ServiceNow & QLIK Sense.

• Cloud – MSP IT Operations – Azure, O365• Building IT Functions, Designing Process & Procedures using exercised knowledge of ITIL frameworks. • Supporting small and medium sized business to improve and grow their IT operations from Service Desks to Major Incident Manager Processes, Problem solving methods and Change procedures.• Applying continuous service improvement across IT Infrastructure and end-user experience.

• Leading a team of 6 Service Desk practitioners delivering first class IT support to 300+ remote sites (5,000+ users) from central support office providing IT & Business services for care homes. • Implemented 2 tier support structure resulting in value and performance increase. • Rethinking incident and problem processes delivering savings and increased value. • Stakeholder in IP Telephony rollout across all 300+ locations with a central call centre handling all business queries. • Introduced enhanced CRM tooling resulting in customer journey outputs and business data. • Governance for 3rd party services holding reviews with external and business users applying the correct terminology to each audience. • Improving value from new and existing IT services.

• Delivering IT Services for one of the country's largest retailers, high pressure and competitive environment. Implementing ITIL best practice across Major Incident & Problem Management.• Aligned multiple processes and procedures within Service Operations lifecycle to enabling outsourcing activity to commence.• Problem process implemented successfully to initiate and deliver root cause investigations, managing the implementation of corrective and preventative measures. • Extensive trend analysis being gatekeeper of known errors and risk registers. • Providing Disaster recovery and managing major impacting incidents. • Highlighting process failures and completing full impact and Risk Assessments. • Chairing Technical Workshops and customer bridge conferences including co-ordinating multiple support teams and vendors, supplying executive summaries alongside stakeholder management.• Provided “duty manager” services out of normal business hours.

• Supporting IT Services during launch of a new brand & technology.• Merger of Orange UK & T-Mobile UK delivered EE UK’s biggest telecoms provider.• Supporting all customer IT Services to deliver new 4G technology to the UK.• Driving IT & Network stability and resiliency across the onshore & offshore estates 12k employees (15 contact centers), 27 million customers (across 3 brands) effective management of virtual team management, ultimately driving a reduction in the frequency and duration of all incidents, whilst managing the business through times of crisis (Disaster Recovery). • Supporting all major and critical incidents impacting all customer journeys (Chat, Digital & Retail), driving resolution through conferences bridges and technical escalations. • Strict SLA adherence, business communications, post incident activity and service improvements. Strong focus on customer delivery and excellence.