Jack Regan Email & Phone Number

London, England, Gb

London Area, United Kingdom

London, United Kingdom

Joined Cloud9 as the EMEA Head of Client Services (Global Head inside 9 months) to define and implement a Client Services and Support strategy during a substantial growth period, covering Tier 1 Deployments, End User Experience and Customer Incident Management and Service Delivery. Navigating Cloud9 Client Services team through the large scale acquisition by Symphony Communications in June 2021. Integrating Teams, Processes and Procedures.- Support, mentor and lead the Cloud9 "Symphony Voice" team of 10-15 technical engineers across EMEA, US and APAC providing 24/7/365 support to all Cloud9 customers, clients, and partners in over 36 countries.- Planned and executed a central support ticketing system change and deployment project, implementing ITIL framework and reducing average ticket time closure by 5%.- Deployed new client facing application support runbook and knowledge base services. Improving customer self-service availability and reducing incoming Service Requests by 7%.- Fostered relationships with Tier 1 Clients and strategic customers, providing service reviews, SLA reports and assisting with the customer transition from "Go-Live" to BAU Support.

London, United Kingdom

During a period of substantial re-organisation and re-structuring, I joined Wanstor as a Service Desk Manager to provide help, guidance and support as they look to enhance their client support and service delivery functions. Strong focus on utilising ITIL framework alongside Service Desk Institute (SDI) best practice to develop and implement new processes and procedures to increase the quality of services provided, bringing added value to clients. Core focus on improving SLA metrics and NPS scores alongside cost reductions and service delivery improvements.

London, United Kingdom

Offering boutique IT and Service Delivery consultancy services to various clients. Involved in several new business launches, website building and assisting with social media advertising. Streamlining workflows, introducing new ITIL driven processes and developing service desk procedures.

London, United Kingdom

Accountable for the delivery of end-to-end infrastructure solutions in relation to end-user computing, server, virtualisation, networking, storage and cloud computing including Infrastructure, Platform and Software as a Service (IaaS, PaaS SaaS) across all business areas. Managing internal team of technical specialists alongside multiple external service providers responsible for mission critical production services and project delivery. Frequent CxO engagement to design and implement the technology roadmap, focused on simplifying, standardising and improving the supportability of infrastructure to enable delivery of business aligned solutions with no compromise to production services and security.

London, United Kingdom

Solo Capital Partners LLP (Solo) a boutique financial services house based in London.Responsible for the delivery of end-to-end infrastructure solutions to all business areas including brokerage, stock loan, investment serves, securities services and structured products. Joining during the start-up phase as the sole IT Support and Delivery contact; responsible for service delivery, external vendor/supplier relationships and complete infrastructure management reporting directly to the CEO. Focussed on developing the in-house support teams, adopting ITIL Framework, streamlining the support function of the business and identifying key areas of improvement to reduce cost.

London, United Kingdom

Senior Support Engineer within the London Front Office Support Team; providing high level VIP support for the Front Office users both local and in adjacent regions. Covering a full range of applications from front end trading systems and market data apps to bespoke in-house software and hardware support across the entire trade floor.

Bromley, United Kingdom

Part of the Central Support Team providing application support to different users based within various local government sectors. Offering 2nd and 3rd Line support for a range of business and in-house applications, maintaining call logging details and providing feedback.