John Betteridge Email & Phone Number

Reigate, Surrey, United Kingdom

London, United Kingdom

· Implemented Change Management Process for the current Client. This includes the introduction of a new request form, weekly CAB meetings, with internal IT teams and client.· Also introduced ITIL recognised standards for change requests, including appropriate change lead times and emergency change procedures.· Reviews of major changes are held on completion and lessons learned reports are produced. Any issues with the Change Management of the work is reviewed and process changes implemented as required. · Managed all changes associated with the total transformation of the client’s IT infrastructure. There were over 150 changes logged for these pieces of work. These included undertaking risk assessment exercises and the production of user communications when required. · Management reports are produced monthly and regular Continual Service Improvement meetings are held with Senior Management and the client. · Integrated client 3rd parties into joined up Change Management process· Introduced Problem Management processes · Remotely manage a small team of Offshore Problem Analysts · Review and authorise all Root Cause Analysis (RCA) for Major Incidents. · Undertake local investigations to ascertain if Problem Management need to be involved.· Liaise with client on a regular basis to review all Problem records and RCA

Managing the software release process for the client and where required, also manage the release of new hardwareManage all global software deploymentsManage the discovery and implementation of the monthly patches released by Microsoft and other vendorsProduce monthly reports for management regarding release volumes, types etc

Works with the Incident Manager during Major Incidents.Once incident resolved, ascertain root cause of incident.Assign additional actions to resolving teams if analysis shows a long term issue.Produce monthly report to show incidents, Problems raised during the month. Identify trends in incidents to proactively investigate issues to try and eliminate before they escalate into major issues

London, United Kingdom

Managed the Unicentre TNG service management tools team.Tool used for deploying software to PCs and servers. Tool also used to allow remote access to PCs and collect asset management data

London, United Kingdom

Undertook all server related rolls, including fault resolution, backups, user administration, server updates etc

London, United Kingdom

Undertook all server related rolls, including fault resolution, backups, user administration, server updates etcAlso managed the software deployment tool, Microsoft SMS vsn 2

London, United Kingdom

Various roles from Mainframe operations, technical support roles, Project Management (rollout of IT to police stations) and server team and software delivery roles (Microsoft SMS 1.2 and 2.0)