Martin Doe Email & Phone Number

London, United Kingdom

Accountable for the provision of high level IT service support for Aviva's Group Centre. Ensuring key Executives up to and including board level receive excellent VIP support. Responsible for delivering a programme of service improvements whilst appreciating the business "bottom line".Responsible for P&L and budget preparation, ensuring appropriate customer visibility.

Promoted to Manager, Desktop / Service Desk associates in Europe. Designed, delivered and supported the end user environment for Capital’s European offices (approximately 1000 users across Geneva and London). As well as “keep current” projects I have also been responsible for the delivery of an EU Service Desk pilot over the past few years.EU Service Desk PilotI was tasked with investigating methods by which EU Infrastructure and Operations could contain costs whilst continuing to provide a high level of service to the business, involving:-Created operating level agreements (Commitment to Service) with each element of Infrastructure and Operations within EU (Infrastructure, Data Security, Messaging, Audio Visual), driven by business requirements.Moved level of incidents resolved at first point of contact from 35-40% to 80%+.Established environment where excellent support delivered remote from client through business acceptance of remote control technology. Level of incidents solved remotely risen from 30% to 75%.Initiated “Customer Satisfaction” survey at point of incident closure, now adopted globally. Delivered a satisfaction rating in excess of 98%.Significantly cut overall support cost. Head count reduced by 6 during course of project, thus realising annual savings in excess of £500,000.Introduced mechanisms for consistent knowledge management, delivered by creating “interim” solutions DB and processes for its management via “librarian” function. Developed a longer term strategy based upon the use of “Right Answers”.Architected a strategy for managing underlying issues out of the environment.The pilot proved successful enough to be perceived as a corner stone for global support, with support groups globally aligning to this new model.

Breadth of responsibilities widened, as promoted to head up 16-strong team providing end user support for Senior Business Executives, Trading and Back Office environments, across offices in London and Geneva. Accountable for design, delivery and support of the Desktop environment for Capital’s European offices (approximately 1000 employees across Geneva and London).

Responsible for high touch day-to-day support of Analysts and Trading Rooms within Capital at all levels, including:- Trading Room Support. Gained deeper knowledge of various in-house and market data systems, and how to handle a high pressure environment. Market Data applications included Reuters and Bloomberg.Supporting Analysts and their Assistants. Applications supported include Datastream, Global Access, Dow Jones, Lexis Nexis.Project Management. Project managed Token Ring to Ethernet, Year 2000 remediation from desktop application perspective and Windows 2000 deployment.

Day-to-day support, operation and development of all PC usage throughout Nippon Travel Agency’s European offices. Also responsible for preparation of full IT Training plan / programme that supported projects and essential business applications at all levels. Other activities included support of the network infrastructure, development of new small applications via MSAccess, project-based activities such as migration from Novell to MS Windows 2000. I also supported business critical events such as Japan Week and was accountable for ensuring access from all PC’s within London’s HQ to the main systems in Japan utilising Client Access / Rumba.

Day-to-day support and development of the City Council’s GIS and Computer Aided Design (CAD) system which moved the City Council’s mapping base into digital format, revolutionising the accuracy of planning and highway information available. Accountable for advising departments on new “applications” for the GIS, overseeing their implementation. Led a number of 2d and 3d design projects such as producing a 3d digital “walkthrough” of the City Council’s key heritage area. Over time, the role broadened to include PC support for approximately 50 users.

Itil Foundation

Prince2 Foundation

Hnc Business And Finance, Business / Finance