Jack Axten Email & Phone Number

London Area, United Kingdom

• Achievements
• Mapped Internal Processes to ISO 27001 and built out ISMS
• Implemented the design and configuration of XDR solution
• Introduced a Human Risk Management frameworkService Delivery- Develop, implement, and maintain a comprehensive service management governance framework that aligns with industry standards (e.g., ITIL, ISO/IEC 20000)..

London, England, United Kingdom

• Built US team, including new services
• SOC 2 Type II
• DevSecOps
• Onboarded full compliance suite to monitor compliance activity- Primary service management contact for client escalations and major incidents- Responsible for the delivery of support and asset management services for.

London, England, United Kingdom

- Responsible for seamless delivery of services globally- Administration and updates of Jira Service Management- Ensure the adoption and implementation of continued best practice service levels- Monthly service reporting to exec team- Drive continual service improvement across all countries, recording initiatives and implementing globally.

Greenham, England, United Kingdom

- Lead IT managed service support call centre, onsite client support teams and field engineering teams across nine regional offices- Ensure KPI’s and SLA’s are adhered to at all times, monitoring service quality across internal, 3rd party providers and client in-house teams- Developed and implemented ground-up processes for incident, request, major.

Woking

- Single point of contact for end user, stakeholder and third party escalations- Managed major incidents in an ITIL environment for a large regional law firm including process development and root cause analysis- Reviewed current knowledge base and developed plan to improve articles, increased uptake from end users and empowered divisions to share.

Egham

- Overall management of all global incidents and service requests to ensure continuity and delivery within contracted SLA's and KPI's- Liaised with global service partners and held monthly service reviews to review KPI’s- Personally responsible for all P1 incidents and client escalations through to complete resolution- Developed and implemented internal.

Egham

- Effectively managed customer relationships and case management through the use of CRM tools- Co-ordinated engineer attendance globally whilst adhering to strict SLA’s- Full incident management to ensure provision of engineers, resources and operating hours are fully agreed prior to attendance being arranged, across a 24/7 shift- Engaged with other proAV.

Ealing, Brent, Hammersmith & Fulham, Richmond

- Diagnosed and solved a wide range of technical and software issues for multiple clients within London- Demonstrated high enthusiasm to improve my knowledge of software and hardware in the IT industry whilst also showing a positive attitude to business functions- Communicated effectively with clients to provide them with the best service possible whilst.

Ealing, Brent, Hammersmith & Fulham, Richmond

- Diagnosed and solved a wide range of technical and software issues for multiple clients within London- Demonstrated high enthusiasm to improve my knowledge of software and hardware in the IT industry whilst also showing a positive attitude to business functions- Communicated effectively with clients to provide them with the best service possible whilst.

Ealing, Brent, Hammersmith & Fulham, Richmond

- Diagnosed and solved a wide range of technical and software issues for multiple clients within London- Demonstrated high enthusiasm to improve my knowledge of software and hardware in the IT industry whilst also showing a positive attitude to business functions- Communicated effectively with clients to provide them with the best service possible whilst.

Btec, It Practitioners

Gcses