Gary Hills Email & Phone Number

Hitchin, Gb

Hitchin, Gb

Hitchin

Working for dormakaba UK & Ireland, being responsible for the day to day IT support for a number of sites across Europe, managing a team of four IT technicians based in multiple locations. Driving quality, efficiency and continuous improvement through IT management processes and helping deliver change through the dormakaba organisation by providing superior IT support services for end users and managing day to day support escalations from the business.

Milton Keynes Uk

Managed a small team responsible for optimising the relationship between IT department and LTI with 420 staff including senior management, software developers, creatives, student support staff and administrators, ensuring business requirements were fully communicated, understood and acted upon. Led in the negotiation of more specific agreed service levels with IT department related to core business systems to deliver improved service against SLAs to preserve superior content delivery and student satisfaction response• Influenced annual budget spend on IT assets through in-depth analysis of audit and understanding of business requirements going forward that tied in with formal IT policy alleviating additional spend• Significantly reduced volume of IT tickets from production team by bringing forward upgrade of computers improving performance, enhancing end-user satisfaction leading to faster delivery of learning materials• Saved £35,000 by reconfiguring Windows computers with improved hard drive, extra RAM, better graphics card to the satisfaction of end-users rather than purchase 20 new Apple iMacs• Developed support staff, training, mentoring and offering expertise and guidance, produced business case for team member promotion and salary increase which was approved and implemented• Managed the approval process of all non-standard software which ensured compliance with IT security standards and policies whilst ensuring business requirements were not affected and were fully met• Managed monthly IT Service meetings and provided data metrics to senior managers to aid planning of production, informing of system downtime and planned outages delivering reduced IT requests• Produced new process simplifying the procedure to setup all aspects of IT provision required for new staff to the department, saving time and effort for local administration staff

Milton Keynes

Promoted in to the role following the introduction of a new Content management system for the whole of the Open University providing more functionality and advanced technology. Became subject expert for content management system, mentored and trained a team of six 1st/2nd line support staff to provide high level technical support.• Managed support requests submitted via ticket system, phone or email for over a thousand users prioritising team tasks to match production demands and business requirements• Negotiated with managers to understand conflicting demands, offered increased staff allocation to satisfy demand and provide consistent support provision.

Milton Keynes, United Kingdom

Technical lead in team of 10 support staff to identify and implement solutions to problems affecting IT hardware and services. Provided 1st/ 2nd Line support over the telephone, remotely and face to face to internal and external staff members delivering support to agreed standards and targets.• Administered two key production systems, managed all service updates and development requests, liaising with 3rd party external vendors to discuss future system requirements• Installed and supported numerous Windows and Apple computers, printers and peripherals, trained end-users in the use of new products to get them up to speed quickly and effectively• Supported full range of Microsoft Office applications to over 300 staff across different skill levels, developing a number of user guides to aid use of software for all users