Den Leach Email & Phone Number

Maidstone, Gb

London, Gb

London, Gb

London, Gb

Providing service and project management consultancy services I was responsible for the implementation and delivery of various projects, for example:• Tender, procurement and implementation of the IT departments ITSM toolset supporting IT service management processes (incident, problem, change, release, configuration management and request fulfilment processes)• Definition and implementation of Incident, Knowledge and Service Catalogue Management processes• Implementation of self-help capabilities (support.harrods.com) and the IT Service Catalogue• Definition, adoption and integration of service management roles E.g. Service Owners, Operational Service Leads, Service Portfolio Managers, Virtual Service Teams• Worked closely the IT Service Desk and functional support teams to improve operation performance and service efficiency in line with organisational processes and policies• Providing advice, guidance and assistance to ITSM team (process owners) to develop and improve service management process maturity• Implementation of a case management toolset for Harrods customer service teams• Implementation of a cybersecurity end-point detect and response management service supporting IT’s information security strategy• Implementation of various GDPR project initiatives• Telephony Project Implementations (used by IT Service Desk, Customer Service Team and other Harrods call centers)o Upgrade of end-of-life infrastructureo Implement PCI call muting capabilityo Implement various telephony service improvement initiativeso Implement integration between telephony and case management services• Physical access control – managing the recovery of a failed project, enabling operational service stability and delivery of the project• Supporting and managing a number of enterprise infrastructure projects

Oz Connections Limited provides programme, project and administrative services helping organisation’s to implement best practice, new ways of working and cultural change initiatives, aligned to standard methodologies, frameworks and best practices.Client engagements include:• Harrods Limited• Royal Holloway, University of London• University of Westminster• University College London

Englefield Green, England, Gb

Working within a strategic program, I provided consultancy services enabling the organisation to develop, further align and implement ITIL v3 processes across x14 Professional Services departments and upgrade / re-configure their underpinning service management tool. • Review, design and implementation of ITIL processes and capabilities with a focus on Incident, Problem, Change, Service Catalogue, Knowledge Management and Request Fulfilment processes• Implementation of other ITIL related components to support the ‘core’ as defined above. For example: Service Level Management and Reporting• Designed and integrated service management orientated roles: Service Owners, Technical Service Owners, Service Portfolio Managers, Service teams• Identified and documented all underpinning ITSM requirements for the service management tool upgrade (BMC Footprints), includes functional, non-function and technical specification requirements• Conducted stakeholder facilitation workshops and engagements (across the organisation) to support process and tool definition and adoption• Identified and documented operational handover requirements including support model, kpi and service reporting requirements• Supported and conducted organisational cultural change activities to ensure adoption and embedment of standardised / new ways of working• Enabled customer self-service capabilities by implementing a customer self-service portal to support incident management and request fulfilment processes. Includes the ability view, track and update calls (tickets), access 28 service specific request forms and over 2000 knowledgebase articles

London, Gb

Within an IT transformational program, responsible for implementing IT service management processes and supporting toolset.• Implementing ITIL v3 processes and capabilities with a focus on incident, problem, change, service catalogue management, request fulfilment and other supporting processes such as Knowledge and Service Level Management• Implementing key supporting service management roles E.g. Service Owners, Service Operation Managers, Service Portfolio Managers, ITIL Process Owners and associated RACI models• Implemented Service Introduction templates e.g. S/Introduction Checklist, Early Life Support, Ops Handover. Integrated into the project delivery framework• Managed the tender, procurement and implementation of on-premise Service Desk tool (Marval MSM) providing the capabilities to support core ITIL processes and improve customer experience through self-service• Delivered the capability for a shared service desk function across several Corporate Services departments to be supported through Marval, creating the capability for a corporate services wide approach to Incident Management and Request Fulfilment• Provided the capability to support ‘shift-left’ with emphasis of support towards the customer• Managed the provision of training to all IT staff and beyond, to assist with process embedment and cultural change. E.g. ITIL Foundation, ITIL Simulations, Process & Policy and Service Management tool

London, Greater London, Gb

Working within multiple programmes, I was largely responsible for the implementation of ITIL v3 processes and capabilities, underpinning ITSM technologies (BMC Remedyforce) and service improvement initiatives. Includes:• Implementing ITIL v3 processes. Particularly Incident, Problem, Knowledge Management and Request Fulfilment.• Implementing ITSM technology supporting ITIL process implementation. Including incident, request, problem, change, release, self-service and survey management• Consolidating multiple helpdesks to a single unified IT Service Desk• Implementing Service Desk improvement initiatives and new ways of working• Implementing a new Service Desk telephony system (Netcall) and the migration of users from analogue to voip• Decommission of redundant helpdesk tools used within UCL• Supporting a ‘shift-left’ philosophy, enabling the Service Desk to take-on / support additional services

Sydney, Nsw, Au

Managed NEHTA's national Service Desk supporting which included the implementation/adoption of ITIL processes and service desk improvement initiatives.Key Deliverables:• Managed NEHTA’s national service desk supporting clinical terminology for health organisations across Australia• Managed the implementation of ITIL v3 Service Operation, Design & Transition processes with inclusion of implementing Continuous Service Improvement initiatives• Managed the development and implementation of processes and standards in line with the organisational service strategy to promote service improvement and efficiency. Including the following ITIL processes: Incident, Problem, Service Level, Release, Change, Configuration Mgt• Managed a team of Service Desk professionals, ensuring the team met all organisational performance objectives. Conducted HR performance assessments/appraisals and development activities as required• Delivered reporting, SLA/KPIs, implementing improvements• Managed the development of Service Desk business processes, procedures, technical infrastructure and systems, supporting and aligned to NEHTAs operational framework, strategy and ITIL principles• Managed licensing of SNOMED CT within Australia in accordance with NEHTA policies and standards• Managed support services with international governance bodies. For example: International Health Terminology Standards Development Organisation, NHS (UK)• Consulted, defined, agreed and managed support services provided by NCTIS and other internal NEHTA work streams• Managed SNOMED CT releases and all other NCTIS products to license holders in Australia in accordance with agreed service levels, consistent with the overall release strategy• Managed the release, distribution and support of NHS Terminology released products• Developed and provided necessary business processes to support the delivery of eHealth initiatives and clinical terminology

Sunshine Coast Mail Centre, Qld, Au

• Managed the design, delivery and provision of operational service support capabilities to support project system implementations, software releases and integrated products.• Managed the resolution and/or escalation of Incidents.• Assisted with the design and implementation of change management initiatives.• Assisted with the design and implementation of service transition capabilities to support the release of project products and services.• Acted as the primary contact for Business areas post implementation for management of incident / problem management.• Conducted process analysis, gathered requirements and developed business processes. This included the creation and delivery of system requirements to improve and deliver additional software functionality and integrated packages.• Conducted and coordinated software release activities. Designing and implementing the provision of support services in accordance with ITIL standards and best practice initiatives.• Managed the implementation and testing of developed software and integrated packages.• Vendor contract analysis, negotiation and support.• Monitored error identification tools, problem analysis and resolution.• Developed the strategy and methodology for handover of key support and application functions.• Provided primary support administration capabilities for project system FileNet Capture, including configuration, development and implementation of system enhancements. • Conduct Training needs analysis, developed and implemented training initiatives and group coaching.• Development of Training Manuals, User Guides, Materials and Process Documentation.• Creation and Delivery of all EDRMS Communications to Business.• Developed, Implemented and managed system / business contingency plans.• Conducted and managed resource allocation to support service provision.• Produced and managed KPI statistics in accordance with business requirements.• Key stakeholder liaison.

Maidstone, Kent, Gb

• Managed the development, design and implementation of ISG Vega Helpdesk System and modules – Query Tool, Service Portal, Survey Centre. Solely responsible for the project management and co-ordinating effort of internal resource and 3rd party product suppliers to ensure seamless implementation.• Project Lead in scoping analysis, design, implementation and support of Vega Helpdesk Suite ensuring that proposed solutions were aligned with business requirements and strategy.• Designed, developed and implemented the provision of support services to support the adoption and implementation of Vega Suite applications in accordance with ITIL standards and practices. • Key stakeholder, vendor liaison and negotiation.

• Supported, trained and coached Zurich Financial Services systems post implementation – ET, ETr, ETi & Mortgage Solutions.• Conducted process analysis, gathered requirements and developed/re-engineered business processes.• Developed, documented and implemented system and business processes and procedures.• Conducted IT consultations to examine hardware & software requirements, advising and recommending upgrades where appropriate in preparation for management of the transition of the software product.• Managed, delivered and conducted service support in accordance with ITIL standards and best practice initiatives.• Provided a blended approach to training, combining instructor-led sessions with simulations and post-implementation Coaching & Support.• Conducted training needs analysis & provided computer based training initiatives to system users• Installed Desktop environments & Operating Systems when required.• Software Release Support Management in accordance with ITIL standards and practices.• Designed and implemented training initiatives. Including Lotus Notes, Microsoft products, Windows 1995/1998/2000/XP, General Navigation and Basic Computer Keyboard skills, Email and Internet.• Connected users to the business Token Ring and Ethernet Networks, Internet & Intranet.• On and Off Site 1st & 2nd Line Helpdesk Support, including Support Call and SLA Management.• Provided both telephone and on-site post training support for Franchise/Quality Managers, Financial Advisers, PAs and Business Centre Support Staff throughout the United Kingdom.• Trained and supported new field team members through to full competency, consulted regularly for advice on problem resolution.

Canberra, Act, Au

I was employed with the Royal Australian Navy for seven years where my role as a Radio Operator/Communicator enabled me to develop into the field of Information Technology. I was in charge of a shift in a Communication Centre, being at sea or ashore. I was also helpdesk supervisor responsible for supporting the Navy’s in-house software system to a client base of around 500. My duties varied from day to day, however, for the most part I implemented and delivered training programs for various software programs for the development of users. I had to demonstrate a high degree of tact and diplomacy when dealing with high-level staff and officers.Key Responsibilities:• Instrumental in Designing, Testing and Implementation of an in-house communications messaging system – Compucat• 1st & 2nd Line Helpdesk Support• Network and Circuit Maintenance• Personnel Training, Support & Development• Conduct Administrative and Logistic Support• Military Radio Communications, UHF, VHF, SHF, HF, LF, RATT and Morse Code• Extensive use of Satellite Communications• Voice Communications• Typing, proof-reading, transmitting of message traffic• Radio/Circuit maintenance and security• Manual distribution of message traffic• Maintaining High levels of Physical, Electronic and Cryptographic Security• Ship/Shore Communications• Handling, Preparation, Distribution of Classified Material• Ensuring Traffic flow is maintained within the Communications Centre in accordance with Operating Procedures and Communications Standing Orders

Itil Expert Certification, Itil V3 Expert In It Service Management

Itil V3 Intermediate Capabilities, Managing Across The Lifecycle

Itil V3 Intermediate Capabilities, Operational Support & Analysis

Itil V3 Intermediate Capabilities, Planning, Protection & Optimisation

Itil V3 Intermediate Capabilities, Service Offerings & Agreements

Itil V3 Intermediate Capabilities, Release, Control & Validation

Nationally Accredited Short Course, Workplace Health & Safety Representative

Prince2 Foundation Certificate, Prince2 - Project Management

Prince2 Practitioner Certifcation, Prince2 - Project Management

Itil V3 Foundation Certification, Itil

Certifcate Of Attendence, Training & Consultancy

Partial Completion Of Certificate Iv In Microcomputer Technology, Microcomputer Technology

Radio Operator Certification, Communication & Information Systems

Basic Operations Certification

Victorian Certificate Of Education, Mathematics, English, Information Technology, Legal Studies, Human Development In Society