Dean Thornhill Email & Phone Number

Brampton, ON, CA

Toronto, Canada Area

Owner and operator of Purple Computing (Canada) Ltd. The sister company of Purple Computing in the UK. We are an international company providing consultancy, installation and support services to personal and business clients who use Apple hardware and software.

Southampton, United Kingdom

I made the move to a member of the Apple Consultants Network to further my training and knowledge. Although a small business, Purple Computing have a large base of diverse clients and has allowed me to strengthen my technical skills, especially within Apple Server.

Kent

A mentoring role for all new in-store Apple technicians. Delivering training and role preparation.

Apple "Genius"

• I developed a detailed understanding of Help desk responsibilities and service level targets.
• I ensured all service desk queries were managed and no tickets were older than 20 minutes.
• Developed good communications, becoming more tactful and diplomatic to the users issues.
• Ensured to proactively identify where first time fix could be increased.
• It was my role to endeavour that all SLA targets were monitored when working with calls.

• Appointed to Service Manage one of IBM's core SAP systems in the Stress and Performance Test Environment(SAP FT5). This role involved working directly with the Stress and Performance Team in order to determine.
• Service management of SAP system within IBM environment.
• Liaised with IBM's Global Integration clients and SAP technicians.
• I took a lead coordinating system upgrades, code promotions and other changes.
• I volunteered to be the member of the team to negotiate system availability/outages.
• Produced monthly Service Review reports.

• (For SAP e-Business Test Service & Problem Management Team)This was a new team formed in order to resolve any problems identified by clients related to IBM’s SystemsIntegration Testing (S.I.T), for Entitled Software.
• Ensured issues reported were driven to full resolution within agreed time frame.
• First level problem determination and focal point of contact for level 1 escalation’s.
• I became involved with daily status reporting to Senior Management via conference calls.
• Documented root cause analysis upon problem resolution
• Worked with a group of four members designing and implementing IBM’s Team RoomDatabase within the Problem Management Team. The project experience helped enhance myteam working, organisational and communicational skills.

Bachelor Of Arts (B.A.), Economics And Information Systems

Economics & Information Systems

Education record

A-levels – History, Geography, Economics. + 9 GCSE’s