Dean Ashton Email and Phone Number

Currently managing over 20 direct reports across 3 separate contracts in a range of industries. Manage a team of Remote and Hybrid agents.Responsibilities* Achieving or exceeding monthly account SLA's and quarterly KPI's including ASA, AHT, FCR and Ticket Reopen rates.* Ensuring L1 and L2 Agents are up to date on technical and compliance training as well as liaising with Shared Team managers to keep after hours staff up to date. * Ensuring all direct reports receive regular 1-2-1 meetings where feedback, ideas and improvements can be given and received in an open and honest manner. * Manage and approve HR related requests such as PTO, FMLA, Timekeeping and Attendance adherence.* Monitoring interaction volume and trends then working with my teams and clients to ensure coverage is in place and SLA targets are met.* Major Incident Management tasks. Ensuring MI Bridges are in place and the key stakeholders are contacted in a timely manner, and updates are communicated to Service Desk and our user base. First point of contact for Out of Hours MI management* Reporting on and sharing Change Management tasks from clients out to all staff and managing first line response when/if needed.* Internal and External escalation management tasks. Investigating positive and negative feedback for the clients and communicating this to the agents to maintain excellent service and improve areas that require attention.* Working alongside our Knowledge Managers to update, maintain and improve our Knowledge Base and the articles. Ensuring agents are using up to date KBA information* I am the main point of contact for client inquiries, feedback and escalations. * Working additional projects or covering tasks as and when needed for my Operations or Service Delivery Managers including leading MBR and QBR's with senior IT management from our clients

Based onsite at Fortune 500 and FTSE 100 companies across the East Coast and Midwest. Managing tasks including New Hires, Airport Security Applications, New Builds, Biometric Gate Installation and Maintenance, Tech Repairs, Software and Hardware installs on both Windows and OS X, Network Configuration, Server Configuration, Server Rebuilds, Asset Management and Rollouts.Originally based on customer sites at Time Inc. and Sotheby's in Manhattan and Brooklyn where I managed a team of engineers before managing upgrade projects in Kansas City and Sioux City for two Ingredion factories. Final projects were managing a Windows 7 to 10 Migration for WestJet across the East Coast & Caribbean, a Biometric gate installation and support project for JetBlue at several East Coast airports and managing backfill projects for a number of Airline and Pharmaceutical clients.

Based at easyJet’s headquarters in Luton managing a team of 16 Analysts based on and off site, covering a wide range of systems and applications. My team was responsible for managing Incidents, Service Requests and raising tasks for resolver teams. They logged these from phone calls, emails or monitoring alerts from across our client’s large continental network. The analysts were monitored against SLA achievement, first time and first line fix targets. I was responsible for the training and development of all analysts, measuring their performance and productivity, quality monitoring, rota and line management tasks (sickness, leave etc.), appraisals, monthly one-to-ones, client escalations, recruitment interviews, writing process and technical documentation and reporting on weekly Service Desk performance to the Service Desk Manager, Service Delivery Manager and the clients Service Delivery Manager team, workplace manager and resolver team managers.

Providing IT Service Desk and application support for easyJet, supporting users both in the UK and Europe. Whilst working here I gained my ITIL Foundation Certificate in IT Service Management.• Active Directory- Creating, amending and removing accounts. Migrating users from one domain to another.• Microsoft Exchange Server 2010- Creating, amending and removing accounts. • Network Storage- Adding and removing permissions.• Print Servers- Administrating and configuring.• Troubleshooting- Windows XP and Windows 7 using MSTSC and MSRA.• SCCM 2008- Troubleshooting PCs, installing software and administrating.• Blackberry- Troubleshooting.• Working with bespoke software.• Taking inbound calls and managing emails.• Weekly meetings with resolver teams to discuss outstanding tasks.• Liaising with customers to make sure their incident is resolved as quickly as possible.

Providing 2nd line support on software, applications, hardware and databases for a range of clients. Providing assistance to our 1st line desk for a large range of retail and hospitality clients including Nokia, Vertu, Republic, Monsoon, Youngs, Mitchells & Butlers, Tragus, Caffe Nero & Strada.

Logging of Insurance QuotesUnderwriting Small Business casesHandling Policy RenewalsHandling Mid Term AdjustmentsGeneral Insurance Administration

Performed 1st line technical fixes on EPOS systems, PC’s, Servers, Printers, Receipt Printers, Telephone and Alarm systems to 1500 outlets on a 1st fix basisLiased with 3rd party companies such as Fujitsu, BT & Secom in arranging engineer visits to fix hardware issues within SLA Parameters.Advising correct procedure and process on a range of back office and front of house hospitality systems to 1500 outlets.Travelled to India as part of a training team to assist in the training of Staff and the transition of full IT service support and delivery for 1500 outlets across multiple businesses from an internal team to a 3rd party offshore provider

Part of an engineering team, alongside Thames Water, tasked with finding and repairing large Water Trunk Mains in North West and Central London. Checking Thames Private land and property maintained and compliant with Health and Safety Standards