Jack Maxfield Email and Phone Number

Working for the Service Asset Configuration Management (SACM) team, I am responsible for managing various applications on secure contracts. Main tasks include;• On call 24/7 support.• Raising and Implementing changes• Working on high priority incidents• Monthly Patching support • Annual Certificate renewals on multiple applications• Reporting

L2 AirWatch Mobility• Responsible for supporting thousands of end user mobile devices\tablets.• Monitoring incident queues in Service Manager 9 and ServiceNow for any new end user tickets raised for our attention.• Creating and uploading work instructions to SharePoint for easy first-time fixes for end users and colleagues. • Call out or email users to resolve mobile\tablet issues. • Communication with the level 3 team, discussing any multiple user issues, workarounds and new software information. • Weekly conference calls gaining an overview of any changes to the network or ongoing high priority incidents.

• Support users/customer via email and telephone, resolving queries as a first time fix wherever possible on our internal system. Provide front line support to all users as first point of contact.• Raise/Resolve incidents where possible.• Work alongside engineers/management teams to ensure daily tasks are met.• Monitor Cloud-based secure environment, carrying out tasks using other applications such as Service Manager 9, LDSS uploads via CDC tool.• Carry out UKSN/ECS-G provisioning from Account and Mailbox creations to RLI email accounts.• On completion of my first year at HP, I received an excellent review that commented on my determination overachieve expectations rather than just meet them. Shortly afterwards I was given the team lead role for my shift – training new starts on all aspects of the job.