Dave Hooker Email & Phone Number

Chelmsford, Gb

London, England, United Kingdom

London, England, United Kingdom

London, United Kingdom

EMEA/NASA IT Support manager for Clarksons IT providing Servicedesk & Desktop support. Managing 11 staff in Europe & America to ensure customers and business are given the support they require to do their job.

London, United Kingdom

London, United Kingdom

As ITSM Service Owner I was responsible for managing and coordinating IT requirements related to business process optimisation of the Maersk Remedy platform, latterly migrating to ServiceNow. This platform provided support to 50,000+ users and 3,000 support staff across the globe. I provided a consultancy, advisory and project / service delivery role towards the different MGIS internal customers. Part of my role was to seek process improvement and productivity improvement opportunities through the application. I managed an external outsourced technical application team provided by Tata Consulting Services based in Pune. This involved travelling to India multiple times a year to meet the team and also utilising the time to meet up with my largest stakeholders which were the offshore service desks.Key Achievements:• Implementation of Remedy 7.5 (2010)• Transition of Technical support to Tata Consulting Services (2014)• Implementation of Remedy 8.1 (2014)• Migration from Remedy to ServiceNow (2015).Key Responsibilities• Senior user role within Remedy version upgrade implementations and migration to ServiceNow.• Advise and support the organisation regarding optimisation of processes using ITIL best practices.• Delivery of ITIL Methodologies & processes (Change, Release, Problem, Request, Incident) • Translate business needs into ITSM solutions (Decommissioning of internal bespoke application). • Coordinate maintenance and development of the system (Upgrades, Customisations).• Revision of web forms, automation of approvals, self-service, trend analysis, service transition.• Manage the offshore application support team based in India. • Manage and control third parties and suppliers and associated costs, related to contracts, service levels, service reviews, budgets and procedures.• Perform internal stakeholder management to application managers & business units

London, United Kingdom

Service Manager for MIS IT department providing a Local IT function across the full spectrum of business Units within GBR country cluster. Guiding and mentoring the Service Management team (Desktop Support & Quality Assurance) delivering a professional and efficient service, providing high quality support to Maersk UK & Ireland Customers ensuring the smooth every day running of the team. Ensuring that SLAs are met and that quality targets are reached and maintained.Key Responsibilities• Management of an efficient, responsive Service Desk, QA & Desktop Support for 2250 Maersk customers across 29 locations in the UK & Ireland.• Management of Incidents within the MIS Service Desk and between the MIS and Offshore Service Desks, in line with procedures.• Incident, Problem & Change Manager for GBR (MIM, Approver, Run CAB). • Acting as first point of escalation for Service Desk/Desktop Support Supervisors and QA team• Provision of accurate and timely data to support requirements of Management/Stakeholders (Trend analysis, pain points, identify improvement areas).• Development and delivery of Service Improvement Plan for the Service Desk/QA & Desktop Support.• Remedy focal and super-user for GBR cluster • People management of 11 including creation of training and development plans.

London, United Kingdom

Leading a team of nine Desktop engineers and five Service desk Analysts in daily operations. Provide employees with tools to maintain and increase service levels to internal customers. Managing and working with my team to ensure customer and business are always given the best support possible. Work closely with other departments to ensure Incidents are escalated and handled in an effective manner. Gather, analyse and report weekly/monthly trends and service statistics. Implemented Remedy 7.0 in GBR cluster, developed local training material and assisted in training sessions for IT staff in GBR.

London, United Kingdom

I Joined the Maersk Company in 2006 as the Desktop support Team Leader. I was a major contributor in the task of migrating P&O Nedlloyd to AP Moller Maersk. This involved all aspects from Application/Hardware & offices integrations as quickly as possible with minimal disruption. Managing a team of nine engineers across multiple sites providing desktop and technical support for UK & Ireland customers and also providing assistance to the 1st & 3rd line team members within the department

London, United Kingdom

London, United Kingdom

I worked as part of a small team, undertaking scheduling, liaising with couriers for deadline dispatch, first line adjustments & stock control.Whilst in this role I used various machines to print statements, Bank stationary, mailshots & pin letters all to strict deadlines. Printers used included IBM 3800, 3 Lasers, Siemen, Rank Xerox, Storagetek, Impacts, DX Microfiche and also various Guillotines, Bursters, Sealers, Microfilm Copiers & Developers, Stralfors Separators, reel Feeds & Job Splitters.I have also undertaken training in the servicing and maintenance of all the aforementioned equipment