Graham Wiles Email & Phone Number

Nottingham, United Kingdom

Day-to-day management of a team of six analysts overseeing the deployment of SMETS1 and SMETS2 Smart meter firmware. Ensuring all impacts to the customer are considered when deploying firmware. Working to keep meters at a compliant status, and reducing the need to replace them. The team currently operate at a 99% N0 value for all compliant firmware across multiple manufacturers, making the team industry-leading. A key element of my role is to work with 3rd parties in the industry and bring them together to support our deployment activity as well as our ongoing enrolment and adoption activity. Mitigating any risk to the business by reducing the number of failed deployments. Overseeing multiple projects across the business, such as using failed firmware deployments to drive the reduction of rental costs for inherited meters. One of my biggest achievements in this role is achieving 99% of all SMETS1 successfully enrolled and adopted by the DCC. Because of this EON is industry-leading in this area. Internal/external stakeholder engagementDocumentation reviewsChange managementProcess developmentProduce Firmware deployment road maps Team managementSMETS1 and SMETS2 Smart meter firmwareSMETS1 Enrolment and Migration into DCC

Nottingham, United Kingdom

My key focus on Smart Meter Data Analytics, providing experience and knowledge around the management of smart device events and alerts as well as communications.I manage a team of 4 data analysts interrogating Smart Meter Data, looking for actionable insight that drives critical business decisions. I am also responsible for business engagement, helping to drive major change with the use of Smart Meter data, working closely with senior managers both internally and external to resolve complex issues that impact customers. With key areas of focus on health and safety, billing issues and theft detection. Ensuring that all activities improve the customer experience. Working with the wider business to develop new processes, that help to support the Smart roll out but also maintain customer supply, and reduce costs to the business.• Implement new data analytics platform • Internal stakeholder engagement • Staff training • Change management• Process development • Business focused analytics

Nottingham, United Kingdom

Manage a team of 10 dedicated DBA's supporting primarily Unix, SQL, Oracle as well as some apps and Middleware support. Day to day resource planning to cover three shifts. Carry our 1-2-1's. Oversea day to day activates to prevent SLA failures. Work closely with 3rd Line to ensure that the team has the required support when dealing with out of hours work. exception reporting.

Nottingham, United Kingdom

• Manage a dedicated 2nd Line Batch and Event team.• Carry out detailed data analysis of possible SLA failures to determine contractual impact.• Day to day resource planning of staff activities to ensure business deliverables are met. • Support existing processes and develop new process models within the team that can have cross customer impact. • Work closely with technical teams to support incident and problem management. • Briefing and training staff on changes to operating models and processes. • Technical problem solving. • Carry out staff appraisals, and disciplinaries when necessary.• Organizing and chairing continuous improvement meetings with Service delivery managers. • Hands on support when required.

• Manage a dedicated 2nd line onsite support team.• Support a third party supplier ensuring SLA compliance and business continuity. • Carry out detailed data analysis of possible SLA failures to determine contractual impact.• Day to day resource planning of staff activities to ensure business deliverables are met. • Support existing processes and develop new process models with customers that can have cross supplier impact. • Represent HP on cross customer/supplier initiatives and projects. • Work closely with technical teams to support incidents and problem management. • Provide technical consultancy to suppliers on projects as required. • Ensuring that staff supports hardware, software, and applications to agreed operating models.• Training and brief staff on changes to operating models and processes. • Technical problem-solving. • Carry out staff appraisals and discipline. • Organise and chair continuous improvement meetings with internal suppliers.

Nottinghamshire

• Manage a dedicated 1st and 2nd service desk support team. • Produce management reports on a weekly basis• Carry out staff appraisals, and disciplinarys when necessary.• Ensuring staff support hardware, software and applications to agreed operating models.• Technical problem solving.• Briefing and training staff on changes to operating models and processes. • Provide technical consultancy to suppliers on projects as required.• Day to day planning and produce staff rotas• Organise and chair continuous improvement meetings with internal suppliers.

• Second line support and mobile device support. • Software and hardware installation and troubleshooting.• Handling service requests.• Working to predefined SLA’s.• Escalation of issues not within my scope of responsibility

Various

• Second line support for various companies. • Support for Windows 2000 to XP workstation and 2000 - 2003 Server.• Project work including application, desktop and network rollouts.• Active Directory support

Nottingham, United Kingdom

• First and Second line support of over 220 Users over 3 remote sites. • Support for Windows 2000 to XP workstation and 2000 - 2003 Server.• First and Second line support for Microsoft Exchange 5.5 and 2003.• Asset Management.• Monitor and manage third party support contracts.

Nottingham, United Kingdom

• First and second line support of over 400 remote sites. • MCSE level support for Windows 98 to XP workstation and NT4 - 2003 Server.• First and second line support for Microsoft Exchange 5.5 and 2003.• Remote Citrix and Terminal server support

Derbyshire

• IT strategy and project management.• Budget planning and management reporting.• Coordinated all third party support and maintenance contracts.• Managed of a multi-site network covering over 65 users. • Developed and manage the internal helpdesk. • Implemented disaster recovery procedures