Responsible for system, procedural or governance changes, which bring operational improvements for the benefit of the clients and the internal teams.

I help MSPs and internal IT departments to maximize the value of their internal systems and processes. I specialize in implementing, developing, and supporting ITSM systems such as PSA, RMM, CMDB, reporting systems and their various integrations. I can recommend the right tools for your company. My services also include reviewing, creating, and improving ITSM processes that are aligned with ITIL standards, as well as IT policy creation and improvement. I provide assistance with management and client reporting, auditing, and other service delivery tasks to ensure optimal performance and results.

Responsible for overseeing IT Service Desk at a thriving IT Managed Service company. Managing in excess of 2000 service tickets a month whilst maintaining high customer satisfaction and SLAs. • Responsible for a team of 1st/2nd line analysts, team lead and outsourcing partners. • Introduced new reporting to enable streamlined measuring of internal service KPIs and improved monthly client reporting, improved SLAs, introduced resolutions SLAs, introduced new process for managing customer satisfaction responses • Documented Incident and Request Management for internal and ISO purposes. • Responsible for initial scoping and implementation of a 24 x 7 offshore Service Desk and NOC in Lisbon, Portugal.• Following the service desk move my focus shifted further to Service Delivery for large clients whilst overseeing the new operation, completed client service review meetings and follow up service / process improvements• Responsible for new client onboarding and improvements to the onboarding process.• Administration and driving improvements for internal systems (Autotask / N-Able / Brightgauge / Customer Thermometer)• Ensuring correct scheduling of BAU activities and onsite visits

Responsible for ensuring maximum availability of installed systems and services. Incident, Problem, Event, Change, Availability and Capacity Management.• Leading a team of 3rd line engineers consisting of circa 4 network engineers and 10 system engineers • Improved scheduling, resource management and coordination of engineering activities• Focused on utilizing in-house RMM tools to automate BAU • Management partner for integration of ITSM and RMM tools to allow for automated Event Management• Worked closely with project delivery teams to ensure smooth transition to Operations• During recruitment for new Head of Operations deputizing some of his duties

Responsible for provisioning of stable IT support service for Oil & Gas clients in the EMEA region. Incident and Major Incident Management, Request Fulfilment, Problem Management and Service Level Management. Ensuring contractual agreements are delivered to the highest level of customer service possible. • Managed a team of 1st/2nd line engineers and team leader, capacity and resource management, coaching and career development, performance management, recruitment, grew team from 3 to 10 engineers• Implemented service improvements in line with ITIL framework• Formalized Incident Management, created KPIs, reduced backlog, improved incident resolution times, reduced SLA breaches, created agent capacity management, improved quality of ticket data and documentation• Introduced regular customer satisfaction surveys and complaints process• Managed a transition from onsite to offsite service desk and integration of 2 service desk teams• Managed integration of client group IT teams into a joint service delivery model• Responsible for company ITSM tool ConnectWise, introduced automated ticket logging and email response, live dashboards and reporting• Completed client service review meetings, contributed to board reports, new service designs and new client on boarding programs

• Initially onsite engineer for main client. Delivering support to all users including VIPs.• Selected for a 3-month project in the US to stabilize and document IT environment in a satellite office.