Gary Walker Email & Phone Number

Claygate, GB

London, England, United Kingdom

London, United Kingdom

London, United Kingdom

• Responsible for nine network security related service lines delivering to British American Tobacco during on boarding, service transition and ongoing service. Key responsibilities include:
• Produced prime service manual and service line specific service manuals through transition
• Developed service report template
• Manage day to day service escalations

Leatherhead

• Owned the relationship between various business units, in sectors as diverse as Media, Education and civil infrastructure, with both in house and external IT service providers. Advised the 1800 users located in the UK.
• Reduced the number of aged open work orders and incidents with the introduction of basic incident management.
• Established clear project engagement processes for the business and oversaw the IT project portfolio, regularly reviewing project status, resource, cost and delivery timelines.
• Reviewed and managed the IT spend for the business units of circa £2.5m per annum and realised cost savings of over £100k within the first year.
• Designed and delivered relevant IT solutions and strategy to support the business by developing and promoting the use of standard IT software, tools and processes along with the introduction of relevant new IT Services.
• Business lead for ITIL processes of Incident, Change and Problem Management.

Leatherhead

• Responsible for operational delivery of ICT support services to schools. Key areas of service delivery included Service Desk, Customer Relationship Management, data management, and ICT engineering and deskside.
• Line managed over thirty staff delivering IT services to over 400 locations.
• Delivered IT services to stringent service levels in a very demanding Key Performance Indicator and service credit oriented contract.
• Produced monthly service reports providing full service analysis, KPI adherence and cost and service credit management.
• Developed fully costed new service offerings including one solution that raised over £1m in revenue over the first five years plus circa £100k a year in managed service charges.
• Led service review meetings at both the customer and client levels.

Sutton, United Kingdom

• Responsible for operational delivery of IT Services delivered by Getronics to G4S in the UK. This involved production of the monthly service report, chairing the monthly service review meeting and E-business.
• Line managed twenty staff and functionally responsible for fifty.
• Liaised with the customer on service issues, reporting and reviews and acted as the first point of contact for all technical service issues and escalations.
• Assisted the Account Director with cost models, budget estimates, profit & loss reviews.
• Assisted with the introduction of formal Projects into Support procedures which significantly reduced time and people overhead transferring projects into formal support

Beckenham

Responsible for scheduling software installations and support, SLA adherence, liaison between support and development teams for Symon products in EMEA with engineers in the UK and India.

London, United Kingdom

• Responsibility for all technical aspects of the BAT IT infrastructure within the UK covering 20 sites including the Global HQ building and 24 x 7 manufacturing sites. Ensured that the service provided to customers met.
• Introduced change management procedures that reduced infrastructure downtime through coordinated activities and improved customer communication.
• Successfully built and implemented a complete server and network infrastructure in a new global HQ building within tight timescales and extreme working conditions.

Woking

Responsible for the management and support of the BAT UK IT infrastructure including all file servers and networking equipment.

London, United Kingdom

• Moved into IT in 1990 serving two years as a Help Desk Analyst, promoted to manage the UNIX team of four staff, promoted to Network Support and Infrastructure Manager.
• Project managed the recabling and PC/network refresh of two HQ buildings to time and budget which resulted in improved network speed and enhanced network manageability