• Manage key stakeholder service relationships with Mercer, NERA Economic Consulting (NERA) & Oliver Wyman Group (OWG), chairing weekly, monthly & quarterly meetings – reviewing outages, resolutions, and ongoing corrective action items. Partnering with Mercer, NERA & OWG IT to manage initiatives.• Identify areas for improvement & partnering with resolver teams to provide technical solutions to reduce incident volume. Incident reduction (average per month): 1500 Outlook tickets, 470 QuickConnect tickets, 30-40 Adobe tickets, 100 WebTime tickets, 828 MarshWay tickets & 131 Retirement Studio tickets. Overall equating to a saving of 4 Service Desk FTE.• Conduct post mortem investigations on critical incidents, identifying and recommending corrective action items, and producing a business facing document detailing the incident, root cause, and steps for remediation. • Exam & identify potential areas for service improvement, presenting business proposals to senior MGTI management, including the raising & representing of RFC’s. • Develop, co-ordinate and promote the effective functioning of problem management activities across all of MGTI’s operational support and engineering teams• Build and maintain business relationships with Mercer, NERA & OWG to ensure client satisfaction and effective working relationships• Ensure effective relationships are built and maintained between the global service desk team and the problem management team to aid early resolution to issues, resulting in reduced downtime

• Presented statistical reports to Senior Leadership teams at bi-weekly meetings• Managed the problem and major incident management teams across the globe in their resolution of all severity 1 incidents and the determination of the underlying root cause• Ensured that all significant incidents have a timely and thorough root cause investigation conducted, reviewed by senior management and leadership, and delivered across to stakeholders in the affected IT organisations.• Led the team in daily operations, ensuring service expectations are met. Serving as a point of escalation for Major Incident Analysts; coached and mentored the performance of team members. Conducted performance reviews of Major Incident Analysts• Served as a focal point of contact for operating companies and business IT units to escalate operational problems and recurring incidents• Conducted regular service review meetings with operating companies’ IT shared services leads to discuss major incidents, problems, and trends & identify service improvements• Developed standard, ad hoc, and custom reports to satisfy business requests• Researched alternative technologies and methods for reporting• Acted as liaison between Business and Technology partners to ensure reports satisfy requirements• Led a "Crisis" in the time of need in, which I was the individual as the point of contact for leadership

• Managed service relationships with NERA Economic Consulting (NERA) & Oliver Wyman Group (OWG), chairing monthly meetings – reviewing outages, resolutions, and ongoing corrective action items. Collaborated with NERA & OWG IT to manage problem initiatives • Analysed incident volumes and trends to identify process or service improvements that reduced incident volumes, streamline their resolution, or enable incidents to be resolved at lower support tiers • Conducted post mortem investigations on critical incidents, identify and recommend corrective action items, and produce a business facing document detailing the incident, root cause, and steps for remediation • Examined potential areas for service improvement and raise proposals with senior MGTI management, including the raising of Requests for Change • Developed, coordinated and promoted the effective functioning of problem management activities across all of MGTI’s operational support and engineering team• Built and maintained business relationships with NERA & OWG to ensure client satisfaction and effective working relationships

• Roll out of Citrix virtual desktops across all 72 Ambulance Stations & 15 Ambulance Liaison Offices• Reconciliation of 250 physical servers across 30 VMware host servers including critical 999 servers. • Migration of 3 remote server rooms into one centralised data centre located at new Trust HQ; including new diverse WAN circuits, Cisco firewalls, routers & switches, as well as EMC SAN's, whilst bringing enhanced benefits such as off-site data replication offering improved back-up solutions.• Implementation of bespoke 999 call taking software, including the successful data migration, & the appropriate delivery of training to users • Provided leadership and management to a team of 15+ individuals, ensuring effective communication and training is provided• Managed key internal stakeholder relationships, chairing bi-weekly meetings for review of problems, resolutions and ongoing remedies• Engaged with external stakeholders to manage problem initiatives• Responsible for the delivery and management of multiple Windows NT4/2000/2003/2008/2012 servers, Cisco routers, switches & firewalls, and EMC SAN's across multiple sites.• Maintained responsibility for specialist technical functions, and ensuring that specialist knowledge is cascaded within the Technical Services Team to maintain continuity of systems and services over a 24/7 period• Provided advice on IT issues to managers to assist the appropriate strategic development of the organisation and to support executive decision-making• Introduction and implementation of process and service improvements to aid the reduction of time and resource costs to the organization and its stakeholders i.e. self-service• Aided the development of the annual IT strategic operating plan; including the identification of key business projects and their associated budgets for delivery• Led the contract re-negotiations of external providers to ensure value for money, fit for purpose & return of investment.

• Sole responsibility of project management for all service desk initiatives, such as service desk software upgrades, call handling facilities & implementing reporting metrics within agreed timescales & to budget. These initiatives improved customer satisfaction due to the increased effectiveness of the service desk personnel.• Provided leadership to the Service Desk Team, managing their performance, conduct, attendance and development in accordance with appropriate policies, procedures and advice• Responsible for ensuring capacity and performance levels meet Service Level Agreements• Delivered an effective and efficient Incident Management/Service Desk service, including the deployment and maintenance of all desktop services• Delivered an effective and efficient Problem Management function ensuring recurrent under-pinning problems in IT Services and Infrastructures are identified and Service Improvement projects initiated• Provided advice on IT issues to managers to assist the appropriate strategic development of the organisation and to support executive decision-making

• Assisted in implementing and testing the organisations ICT systems and infrastructure to ensure appropriate levels of disaster recovery and business continuity• Ensured system integrity with regard to Patient Confidentiality and data security in line with the Data Protection Act 1998, Computer Misuse Act, Freedom of Information Act, the Caldicott Report and any other relevant policy is not breached• Carried out installation and configuration of new Information, Communications and Technology hardware and software• Liaised with 3rd parties and establishes relationships to ensure effective support partnerships• Maintained open channels of communication between other Information Technology Staff

• Pro-actively identified potential systems and process issues• Developed end-to-end processes and procedures for all business units• Ensured that the affected business units were adequately staffed