Dave Barkway Email & Phone Number

London, United Kingdom

IT consultant with experise in service management, management information and analysis and presentation of complex data.

London, United Kingdom

Owner of end to end service management life cycle.- Service levels- Service improvement- Incident and problem management- Change managementDeputy for Head of Service Management

- Responsibilities as for previous roles (below this) and in addition;- Control and operation of the IT problem management, change management, provisioning, asset management and security administration process for all UK IT systems, ensuring compliance with group standards, satisfying FSA and SOX requirements and increasing departmental efficiency.- Implemented a provisioning process for security and assets, using job templates profiles linked with the organisation HR and payroll system.- Worked with holding company teams to transfer systems to central facilities in Europe, subsequently being made redundant.

- Responsibilities as for previous roles (below this) and in addition;- Operation, monitoring and support of UNIX, Linux and Windows core systems, in on-site and VMWare hosted computer facilities, via an operations team managing schedules, electronic and printed output and back-ups. A 24x7 service support was provided using BMC Patrol, FrontRange HEAT and BMC Control-M, linked via an AlarmPoint alerting and escalation system.- Disaster recovery responsibilities as part of the business continuity process. This included being the “duty manager” for IT every 3rd week – available 24x7.- Management of 3rd party suppliers of outsourced systems (including both hardware, application support, monitor and reviewing service levels, and progressing requests for change). Suppliers ranged from small vendor contracts to large suppliers and Allianz Group central IT teams.- Implemented a HEAT implementation (SQL database, with Crystal Reports and Excel reporting).- Implemented company intranet, linked into service management applications, so customers maintained their own details, feeding applications such as the company phone book, as well as raising, viewing and updating help desk calls and viewing planned system changes and disruption.

- Responsibilities as for previous roles (below this) and in addition;- Creation and maintenance of Service Level agreements (SLAs) and the departmental service catalogue of IT services.- 1st and 2nd line support, incident and problem management, via a help desk team using automated service management tools and help desk customised and maintained “in house.” Support to staff including self-service via an intranet. Co-ordinating all in-house and 3rd party application support teams for hardware and software, including security infrastructure (firewalls and RSA tokens).- Service management reporting of IT performance in meeting service level commitments for internal customers as well as 3rd party suppliers; reviewing the service delivered in regular, structured meetings and ensuring that services matched business requirements.- Liaison with IT service delivery managers in other business units for managing IT service delivery within the group. Many of the processes I developed were adopted as standards in the group. - System administration and support

- Responsible for the incident and problem management process for around 600 staff (30% remotely, 50% with mobile access) and over 5,000 external customers or partner organisations.- Responsible and accountable for the incident and problem management processes.

- Responsible for the production and support of “in-house” PC applications. - Part of a core team building and supporting several client-server management information systems using Microsoft products and rapid application development methods.

- Customer liaison link between IT and business departments (projects and service management).- Receiving and developing initial project requests and requests for change (RFCs). Initial analysis, feasibility studies, requirement specification, data definition.- Interface design (via customer workshops), system and customer acceptance testing, user documentation (including help-files), training and implementation.