Gary Smith Email & Phone Number

Norwich, Gb

Norfolk, England, United Kingdom

Wymondham

Norwich, United Kingdom

Great Yarmouth

Employed as a Service Delivery Manager responsible for a team of 8 IT Engineers providing direct customer support to customers across various industries. Responsible for managing customer appointments, monitoring and management of customer incidents.

Norwich, United Kingdom

I am currently employed as a Service Delivery Manager at Blue256. I work with a team of 9 engineers, ranging from Level 1 to Level 3. My responsibilities include; managing staffing levels, production of monthly customer reports, organising and planning site visits, maintaining visibility of all customer calls, focus on service improvements internally and externally,changing internal processes and acting upon customer concerns and feedback.Since starting at Blue256 I have been responsible for changing the way customer calls are reported on to give a descriptive overview of the previous months calls. I have introduced and updated a number of processes to ensure that a greater degree of efficiency has been achieved throughout the helpdesk whilst being involved in the successful integration of a new helpdesk logging tool.

Norwich, United Kingdom

Configuration Manager for two high profile energy companies within the UK. Responsible for the management and production of the customer Configuration Management Database encompassing all services and configuration items.Previous experience within the organisation includes Optimisation of a leading account for a UK insurance company generating a saving of over £500,000 by identifying unused and redundant circuits billed but not in use.

Manages a team of 16 IT Service Desk Analysts supporting a customer base in excess of 30,000 internal and external customers. Responsible for: Holding regular personal review meetingsChairing daily Ignition sessionsMotivating all analystsManaging the development of all analystsAssisting in the management of serviceStaff issues including holding disciplinary meetingsCalculation of Bonus paymentsSupporting Progressions for each team memberPrevious roles within Aviva have included providing a dedicated IT support service to the senior executives of the organisation which involved providing first line fixes and finding solutions to any problems that occurred on a daily basis. Additional positions have included: Aviva Major Incident ManagementFirst line Commercial and Personal system supportCommercial and Personal Claims handler

Employed as a Second Cashier within a sub branch in Norwich. Daily activities included providing a counter service to all customers as well as selling products and ensuring the necessary cash management of the branch. Joint key holder of the branch during the duration of employment with Barclays Bank.

Education record

Degree; Hnd; B-Tec National Diploma, Hospitality Management; Business And Finance; Construction