Jody Witham Email & Phone Number

Milton Keynes, England, United Kingdom

Milton Keynes, England, United Kingdom

Managing a team of 5 engineers from Apprentice FCR (First Call Resolution) to 2nd line out in the US. We support a single customer and are based onsite at that customer. We have a very good working relationship between the team and also with the customer directly. This assists us in delivering to Our Customers and our own company's wants, needs and values. We support worldwide end users, from locally in the office to users in Japan and even some out in Australia. The team build, configure, dispatch and support iPads, mobile phones and laptops for our customer along with managing our queues of tickets using an in house ticketing system called "Lighthouse".I deliver a monthly account of our working to the Management team using statistics gathered from Power Bi, Lighthouse and the Horizon telephony system. As well as the obvious hands on with helping mentor and working through incidents / problem tickets and requests with the team. We all deliver to a customer agreed high standard on a daily basis. I attend the Customers Service review along with our CEM (Client Engagement Manager), making sure there is a consistent message from the ground up and from the top down. I make the decisions for the team, but with the team to make sure we are making the most considered approach to any and all opportunities put our way.

Milton Keynes, England, United Kingdom

Managing 2nd line technical staff.Mentoring and developing staff.Managing customer relationships.Managing SLAs and KPIs.Queue / workload management.Setting and reviewing staff objectives.Risk assessment & reduction.Managing the shift patterns.

Milton Keynes, England, United Kingdom

Support Desk Analyst, supporting internal and external hardware and software for our end users.

Milton Keynes, United Kingdom

Support Dest Analyst, supporting internal and external hardware and software for our end users.

Aylesbury, Buckinghamshire, United Kingdom

While the search goes on for the perfect role to get me back to my best, I am working very hard as a tyre delivery driver across the south of England. Long days and early starts. But its work and I enjoy doing it, meeting new people daily and experiencing some of the UK's busiest roads. A new found understanding for the hard working drivers of today here in the UK.

Hatfield

Managing, mentoring and developing a team of 7 analysts accountable for delivering a 99.98% successful Backup rate monthly. Empowering the 3rd Line team members to manager the customer estates with my backup for escalations as and where they required it.Managing customer relationships.Managing SLAs and KPIs.Queue / workload managementManaging shared service delivery modelsRunning weekly and monthly efficiency reports for the Enterprise head of function.Setting and reviewing staff objectivesSetting and adhering to agreed monthly PNL targetsRisk assessment & reductionActing as mentor for the SA contingent of 2nd Line team leader and Backup analysts.Key Achievements Consistently delivered to the key target of 99.98% Backup success in this role. Through team accountability and performance tracking daily, weekly and monthly.Accelerated training within the team for a third party support company, allowing Computacenter to claim a reimbursement on a quarterly basis and growing this on a monthly or yearly basis based on the Customer licence renewals.Always delivered to within £800 of the monthly forecasted PNL (in or around £50k a month).Consistently ensured the team made good use of their manager for their 121’s, monthly or if required more frequently.During the Service Delivery to the extensive customer base as a manager, there have been no escalations to the Head of Function that would suggest the team was missing any of the SLA’s and or KPI’s.Reinforced relationships with key stakeholders and customers by attending and running monthly service review meetings along with daily or weekly conference calls if required (visiting the customers once a month where possible).

Hatfield And Nottingham

Managing 2nd and 3rd line technical staff.Mentoring & developing talent while managing problem analysts through “Performance Improvement plans”.Managing customer relationships.Managing SLAs and KPIs.Queue / workload managementManaging shared service delivery modelsRunning weekly and monthly efficiency reports for the Ops Manager.Setting and reviewing staff objectivesRisk assessment & reductionKey Achievements Consistently delivered to the key target of 95% successful delivery of the security updates in this role. Through team accountability and performance tracking daily, weekly and monthly.Traveling to different sites to complete the teams 121’s within the monthly agreements and if required making further visits to assist.On boarded two new staff members that were successful in their roles and delivered to the standards required.Developed an apprentice from joining the company to a successful 3rd line analyst.

Hatfield

Managing 2nd line technical staff.Mentoring and developing staff.Managing customer relationships.Managing SLAs and KPIs.Queue / workload managementManaging shared service delivery modelsSetting and reviewing staff objectivesRisk assessment & reductionKey Achievements Consistently delivered to the key targets, through team accountability and performance tracking daily, weekly and monthly.Managing the shift patterns so there was no time that staff were not alone on shift.Recruitment process followed to onboard new members to the team.Managed problem analysts through disciplinary and “Performance Improvement plans” in accordance with HR processes out of the business as required.

Milton Keynes, United Kingdom

1st line analyst for Barclays Capital and Northern foods.