•Auditing and analysing in excess of 5,000 incidents and 1,500 service requests as part of the process to continually improve IT Services.•Compiled accurate reports to effectively grow global daily ‘Managing Daily Improvement’ (MDI) huddles. •Created Care Packs for DSG and Service Desks to improve data entry and address gaps. •Effectively reviewed business and infrastructure services on regular basis; with the aim of the process to improve service quality where necessary, and to… Show more •Auditing and analysing in excess of 5,000 incidents and 1,500 service requests as part of the process to continually improve IT Services.•Compiled accurate reports to effectively grow global daily ‘Managing Daily Improvement’ (MDI) huddles. •Created Care Packs for DSG and Service Desks to improve data entry and address gaps. •Effectively reviewed business and infrastructure services on regular basis; with the aim of the process to improve service quality where necessary, and to identify further economical methods of providing service functions.•Global incident trend identification, root cause analysis and remediation.•Maintaining awareness of current service changes and project activities in order to provide a seamless service.•Defining immediate action plans and identifying opportunities to reduce the impact of incidents and issues. •Ensuring service availability and performance meets published Service Level Agreements (SLA); identifying problems before SLA is breached and implementing appropriate resolutions.•Working with different parts of the business to implement problem management processes to manage re-occurring incidents, errors and known errors.•Development of service monitoring requirements to ensure the Incident and Operational teams have an accurate view of service impacts caused by issues. •Providing detailed assessment and assisting with the restructuring of first line support in order to make initial diagnostics more effective.Key Achievements:•Identified and implemented enhancements across the services offered by the IT team; creating and implementing 20+ Service Improvement Packs.•SME in a Rapid Improvement LEAN event, successfully achieving significant reduction in incidents and requests flow-time; 1500 hours annually total capacity saving.•Significantly improved the ITSM system (ServiceNow) incident/request data integrity; recommending and rolling out 50+ process improvements/enhancements in partnership with ITSM team. Show less

Responsible for managing a team of support personnel based in Dublin and assisting with the direction of European teams incorporating 18 staff;•Effectively supporting and maintaining in excess of 200 PC’s/laptops and peripherals across the Dublin office alongside Servers, Data Communications and Telephony, including the configuration and racking of Windows Servers and Network Switches and the management of patch panels. •Acting as the Senior IT point of contact in the Dublin… Show more Responsible for managing a team of support personnel based in Dublin and assisting with the direction of European teams incorporating 18 staff;•Effectively supporting and maintaining in excess of 200 PC’s/laptops and peripherals across the Dublin office alongside Servers, Data Communications and Telephony, including the configuration and racking of Windows Servers and Network Switches and the management of patch panels. •Acting as the Senior IT point of contact in the Dublin office, providing first class support and problem resolution, escalating issues to line management where appropriate. Escalation point for high profile clients and aged incidents within Dublin.•Supporting the Operations Manager across multi-site European support operations.•Effective full circle management consisting of identifying problems through to providing resolutions for High Priority incidents to achieve agreed service levels co-coordinating and driving resolver groups and service management teams.•Managing continual improvement plans, internally and externally continually seeking ways to streamline processes.•Trend analysis based on frequency, response and time to resolve; developing systems and processes to improve efficiencies.•Attending Incident & Problem Management meetings to discuss and seek solution and prevention of repeat incidents.•Successfully created Operating Level Agreements between desktop teams and other supporting functions including an effective process to test DTS functions of BCP/Disaster Recovery.•Co-ordinating multiple projects, risk logs and issue logs whilst maintaining timely up to date reports.•Managing a team of diversely skilled personnel, providing motivation, development and regular appraisals, implementing disciplinary measures as required.Key Achievements:•Managed and implemented the rollout of Windows 7 to 250 clients including delivering training and support to enable users to effectively function across updated systems. Show less