James M. Email & Phone Number

Liverpool, Merseyside, GB

As a crucial part of the senior IT management team, I am responsible for overseeing IT Support and Service Desk which includes 1st, 2nd line support, application, including SAP support teams. My leadership ensures the delivery of high-quality IT services to end users, in a high-pressure environment.Our focus is on maintaining the continuity of the supply.

Liverpool, GB

As the Service Delivery Manager I managed the service desk team and ensured user support calls were managed to agreed service levels, as well as liaising closely with the business and colleagues in the IT team.I liaised with internal stakeholders as well as managing external support relationships to deliver a high level of IT support. This included day to.

• As the Group IT Service Delivery Manager for SysGroup, I was responsible for the Group IT Service delivery. My duties include:
• Ensuring that the Group IT support service was working to provide effective and timely resolutions in line with defined Service Level Agreements
• Incident communication, incident management and root cause analysis reporting, ensuring SLA’s are achieved and client expectations were met (or exceeded)
• I maintain relationships with technical teams, IT, and business partners, I manage and implement BAU initiatives including BAU change management
• The management of third party support contracts to ensure that they were delivering value and contractual obligations
• The definition, maintenance and sign off for all Group IT procedures, documentation and policies

Datchet, Slough, GB

Daily activities included providing incident/problem management, Project management and root cause analysis supporting Microsoft OS and other applications in a hybrid environment. Working alongside Dev Teams and other IT Teams, to provide key support and documentation in the on-going development, refinement and testing of the group business continuity plan.

Boulder, Colorado, US

I managed the delivery and support of our core infrastructure, advising on technical issues, and ensured we followed ITIL guidelines to record these. I provide the link between the company, development team and third-parties/customers, which included fraud detection products and applications, working with the heads of fraud with major UK banks to deliver.

Blackfriars, London, GB

Current role responsibilities include administering EMC Networker on Linux and Windows based operating systems, as well as liaising with third party contacts (HP/IBM, EMC etc). Checking all services to make sure they have the latest software version. I work alongside other support teams for OS/Hardware issues, providing route cause analysis and assisting.

Blackfriars, London, GB

Network Control - UnileverMain duties were to manage and administer a Global Network, monitoring over 1000 server’s worldwide using Tivoli software and Formula. Providing administration over Windows NT/ 2000/ 2003, UNIX, Linux, AIX, SAP, Citrix and VMware. Other duties involved monitoring Oracle Databases and SAN Storage to ensure there availability..

Main duties were to remotely manage servers using VPN and maintaining a Global Windows 2000 server environment. Administering Active Directory, installing software for users remotely and the administration of secure id’s for Laptop users. The administration of AS400’s, UNIX, AIX, Linux, and Cisco routers was also a key part to this role. I had to ensure.

Deeside, Flintshire, GB