Dave Wells Email and Phone Number

My role consists of Major Incident Management where I end to end manage all IT related high priority/severity incidents across multiple high-profile customers. • I engage with Support Teams, third parties and software vendors to restore IT services as efficiently as possible to minimise business and End User impact across customer estates. • I am the main point of contact during Major Incidents being accountable for resolving the outage via workaround or permanent fix.• I construct and distribute communications to the wider business, to ensure all progress and updates are being expressed throughout the lifespan of the Major Incident.•I am responsible for Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls.• I consult with support teams and analysing all information available to me such as Forward Schedule of Change, Knowledge Base articles, Business Service Catalogue and customer OSM’s.• I have active involvement during changes, such as periodical health checks, check-point conference calls and monitoring of systems during the change window.• I maintain a strong awareness and understanding of multiple departments throughout ComputaCenter to ensure engagement is fluid for future incidents. This includes rapport building with colleagues externally and internally to Computacenter. • I aim to ensure all work is carried out within predetermined SLA’s. Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed within the arranged time frame.

• Respond to service calls and resolve incidents to ensure SLA targets are achieved within the ITIL structure.• Adhere to escalation procedures• Assist with technical escalations for other team members• Adhere to customer and Security Policies• Good understanding of customers Wintel infrastructure and general server administration. • Ability to resolve incidents in the utilising tools for various technologies• Excellent organizational skills, able to take a methodical approach to service issues• Active Directory – Administration.• VPN connectivity issues.• Dealing with Citrix Applications and Connectivity incidents • Setting up applications, Office, Outlook, Desktops – Windows XP and Windows 7, Advice and guidance.• Order/Sales/Requisites Processing data errors on Midrange systems to housekeeping, mapping drive, webmail and other cloud software.

• Assisting the management team and Service Delivery teams with the implementation of new services.• Handling escalations from management and seeing out resolution from end to end. • Delivering improvement feedback, coach and mentor the team as appropriate (KPI feedback and regular 1-2-1 meetings).• Ensuring the supervision of the service desk is maintained on a day to day basis• Ensuring the service desk provided impeccable service to the customer. • Ensuring all incidents / service requests were handled effectively and correctly. • Ensuring all of the correct procedures/work instructions were followed. • Being the first point of escalation for service delivery management.• Being first point of escalation for the end users and handling appropriately.• Ensuring the Call Management System was populated appropriately and that incident logs are updated correctly. • Able to resolve complex IT issues in a timely fashion in order to maintain customer satisfaction. • Being able to deliver new hire training, ad-hoc training and briefing sessions.• Working closely with appropriate teams to ensure all incidents were fixed or transferred. 2nd line, engineering department and various others.

• Taking full responsibility of ensuring new recruits were inducted and trained to the highest standard by making them aware of SLA’S and the technical processes required in order to complete their job successfully.• I was responsible for building an extensive training program with full documentation in order to support new inductees. This involved training them to understand basics in various technologies, applications and processes such as TFS, LANDesk and CITRIX in order to complete their 1st Line role. • I was approachable and available to provide support to the to desk analysts to better overcome technical issues or incidents throughout the day. • Working closely with team leaders, service control and 2nd line to ensure appropriate KPI’S and SLA’S were met efficiently and accurately.• Full support of Lexmark printers (T654N, T644)• Full support of Toshiba printers (Sx4, Sx5)• Full support of the Intermec HHT units (CN3, 751, CK3)• Full support of Zebra printers (QL220+, GK420D, LP2844)• Full support of Back office Desktop PC equipment.• Full support of Storeline and all its functions.• Use of Remote Desktop during every call. • Use of Windows Server 2003 and Windows Server 2010 during each call.• Support also includes; Wincor, Xerox, Epysis, Ingenico, Verifone, Magellen etc.Working within a team of 40+ individuals we provided a 24 hour IT support service for Fujitsu customers.

°I was responsible for the management of teams of Brand Ambassadors, ensuring their safety/ position/ wellbeing and in turn success of the event itself by driving the individual. • I have worked on multiple Events in the UK and was responsible for managing various sized groups of ambassadors for clients such as T-Mobile, Orange and their partner company EE this involved driving footfall for the stores, advising general public of price plans and converting sales from street to contracts.• My role included site visits, health & Safety, staff briefing, journey planning and most importantly making sure the team were highly motivated for both promotional and corporate events in their entirety. • I was responsible for supervising the set-up of promotional stands to the specification of the client ensuring any problems were overcome efficiently.• Supervising, partaking and overseeing Field events, Corporate Events, Team Building Activities and Product Launches.• I was involved in high profile tours responsible for raising awareness of the then new EE4GEE brand. This included demonstrating live handsets to potential consumers as well as explaining what the brand was about and how the new 4G technology works.