Daniel Martinez Email & Phone Number

London Area, United Kingdom

● Created a seamless end to end service integrating internal platform testing, UAT, technical documentation, training, and support operations.● Responsible for all success activities relating to EY global marketing technology.● Setting strategy for the internal platform testing, UAT, training, and support for all of EY’s marketing stack platforms in line with EY global strategies.● Working alongside other technology leaders, as well as EY’s global and local marketing leads, to ensure the successful implementation of global projects and initiatives.

London, United Kingdom

● Defined and restructured EY’s global operations and support service for their marketing technology stack in order to meet the needs of EY’s decentralised partner firm model.● Oversaw the implementation of standardised support methodologies, work-streams, process, and service level agreements with local market partners.● Stood up teams in US, UK, India, and Philippines to provide 24/7 operations.

London, United Kingdom

● Blank slate design and implementation of a scalable, end-to-end, support service, operated from the company’s three territorial offices (London, Austin, and Melbourne). This included all aspects of service delivery from pre-sales through customer onboarding and full lifecycle support.● Managed the support service through expected growth and ensured smooth up-scaling, while keeping pace with increased customer demands and increasing scope through new product development and acquisitions.● Created ‘at-risk’ account process, as well as directly assisting with client management to help turn around at-risk clients.● Appointed as the company’s Information Security Officer.● Designed and implemented internal infosec, policies, procedures, and process.● Directed changes and improvements to EDGE10's core products required to enable the company and its clients’ compliance with local and international information security legislation.

London, United Kingdom

● Responsible for the ground up redesign and implementation of an improved technology support service.● Tightened SLAs and KPIs.● Operational lead for Govia Thameslink Railway technology support service for almost 10,000 end users.● Responsible for management of a support team comprising of engineers and analysts of all grades, supporting multiple sites.● Re-established effective support operations and management. Created and implemented new processes and procedures to increase efficiency, ensured all agreed SLA targets were met.

Whitechapel / Mile End / Leytonstone / Plaistow

● Responsible for day-to-day management of end user support of technology for Bart’s Health NHS Trust.● Management of both clerical and clinical technology support services.● Oversight of technical training for both the department and for the organisation as a whole.● Implementation of standardised support operations and management, including new processes and procedures to increase efficiency, ensured all agreed SLA targets were met, and managed reporting of targets to Trust directors.● Liaised with infrastructure and clinical departments to resolve Trust-wide issues.● Worked in conjunction with other NHS Trusts throughout the UK.

Support Service Management ● Responsible for day-to-day running of IT support for all 60 North London Foundation Trust sites and +2,000 users across Essex and East London.● Led team of 15 support staff in an ITIL-based, SLA-driven environment.● Responsible for hiring, onboarding, and allocating staff resources to support new sites, departments, and projects introduced by North East London Foundation Trust departments.● Managed budget to ensure balance between service level and cost.● Organised IT training for all Trust staff.● Problem management of major incidents e.g. network outages, system failures etc.● Liaised with the Basildon and Thurrock University Hospital IT department, the North East London Foundation Trust, various clinical and clerical departments, and other NHS trustsElectronic Medical Records Project● Asked to reassess the Electronic Medical Records Scanning Bureau as it was failing to meet its SLAs and had already missed the target completion date for the scanning of the historical records.● Led team of 70, comprised of technical and non-technical staff.● Restructured and streamlined the scanning teams.● Revised the processes and procedures for both the historical and new attendance scanning in order to increase efficiencies.● Created new training documentation for all steps in the EMR scanning process● Completed project 2 months ahead revised deadline

Basildon, Essex, United Kingdom

Responsible for the management of all aspects of IT support, serving +3,500 end users across two hospital campuses as well as working alongside other local and national NHS organisations.● Managed 30 strong IT support department.● Mentored support staff in order to build confidence and knowledge.● Performed staff appraisals, including setting training and work load targets.● Created and implemented new processes and procedures in order to increase efficiency.● Project management, ranging from small, single department software upgrades to large scale, Trust-wide initiatives.● Liaised with the in-house medical application development team as well as other clinical and clerical departments throughout the Trust.● Negotiated the contract to provide North East London Foundation Trust with support services during their expansion into South West Essex.● Designed and set up support infrastructure to be provided to North East London Foundation Trust by Basildon and Thurrock University Hospital.● ITIL-based, SLA-driven environment.

London, United Kingdom

SLA driven environment.Responsible for the support of over 800 usersProviding 2nd line support.Installing and Troubleshooting Windows XP desktops and laptops.Installing and Troubleshooting Apple desktops and laptops.Installing and troubleshooting MS Office.Installing and troubleshooting numerous specialist apps both off the shelf (e.g. acrobat, coral draw) and bespoke apps.Creating images for new models of machines.Maintenance and fault diagnoses printers.Networking, including router installation, cabling, patching and fault finding.Work in conjunction with counterparts in Europe, North America and Asia pacific.Request resolution via face to face, phone, email, RDP, Dameware.Documenting processes and work flows.Performance of user training on new hardware and software.Implementation of one off requests and projects.Managing the EMEA Yammer role out project.Analysing and documenting the secure data transfer procedure.

Basildon, Essex, United Kingdom

Responsible for the day to day running of the 2nd line support team consisting of 10 engineers.Liaising with the 1st line, 3rd line, data-comms teams, as well as hospital departments to resolve trust wide issues and implement projectsITIL based SLA driven environmentConducting support for over 3500 usersTime management of support staffShift pattern, overtime, and on call allocation.Staff conflict resolutionTaking party in staff appraisals, advising on training and work load targets.Mentoring junior engineers in order to build confidence and knowledgeCreating and implementing new processes and procedures in order to increase efficiencyEnsuring all SLA targets where met as agreed.Providing 2nd line support.Support via face to face, phone, email, net meeting and PC anywhere communicationXP and Windows 7 environmentInstalling, configuring, and Troubleshooting desktops and laptops.Installing and troubleshooting numerous specialist apps both off the shelf and bespoke appsMaintaining and upgraded and Intel chip based PCs and laptops. Including installation of hard drives, GPUs, memory and the replacement of components such as Motherboards and PSU.Maintenance and fault diagnoses printers.Networking, e.g. Patching, Port activation, cable installationImplementation of one off requests and projectsWork in conjunction with other NHS Trusts throughout the UKInterim service manager for the South West Essex Primary Care Trust as part of the migration project being run by BTUH.Standing in for the BTUH IT service manager in his absence

Essex, United Kingdom

Essex, United Kingdom

London, United Kingdom

Dagenham, United Kingdom