John Burrows Email & Phone Number

Staines-Upon-Thames, England, United Kingdom

The team support 50+ SAAS applications with level 1/2 & level 3 engineers. My role is to ensure all service levels are met or exceeded.I also ensure the application service reviews are actioned and Continuous Service Improvement is embraced. I also handle complaints & escalations while producing monthly/yearly reports to ensure SLA/KPI are reached.I am also involved in the onboarding/ Decom of applications

Croydon, United Kingdom

A multi-skilled individual with good all-round supervisory and technical expertise with exposure to managing both 1st & 2nd line support teams. I have been involved with the transitioning of a help desk to a service desk & into new offices requiring management of teams across multiple sites. I currently support 1400 retail stores, 500 head office staff, 2 distribution centres & mobile users each with unique support requirements and their own unique SLA support structure and challenges. I have… Show more A multi-skilled individual with good all-round supervisory and technical expertise with exposure to managing both 1st & 2nd line support teams. I have been involved with the transitioning of a help desk to a service desk & into new offices requiring management of teams across multiple sites. I currently support 1400 retail stores, 500 head office staff, 2 distribution centres & mobile users each with unique support requirements and their own unique SLA support structure and challenges. I have extensive exposure to ITIL frameworks and currently hold ITIL V3 foundation certification. Show less

Winnersh

Service Desk Team Lead

Croydon, United Kingdom

Currently running a retail support team that supports internal & external customers. We support approx 1000 stores both direct & via 3rd party vendors on a 6 day week rota. We support the whole retail environment from 1st to 3rd line & both software & hardware (tills/comms & ipads )

Old Street London

Advanced 365 – Service Desk Deputy Team Lead• Service lead for timely and effective delivery of contracted client obligations for remote services both permanent, scheduled and ad-hoc within an ITIL environment.• Service lead for producing and updating all assignment & support documentation• Service lead for training new starters within Service Desk.• Managing, owning and being responsible for IT first line support issues for assigned customers• I ensure… Show more Advanced 365 – Service Desk Deputy Team Lead• Service lead for timely and effective delivery of contracted client obligations for remote services both permanent, scheduled and ad-hoc within an ITIL environment.• Service lead for producing and updating all assignment & support documentation• Service lead for training new starters within Service Desk.• Managing, owning and being responsible for IT first line support issues for assigned customers• I ensure that I effectively manage the team work queues• I maintain and update processes and procedures• I deputise for Team Leader this includes but is not restricted to :• Monitoring team performance using SLA’s Reports & KPI’s• Improving team performance by ongoing staff & process assessments to ensure SLA’s are met• I conduct staff appraisals by evidence collation & conducting skill assessments against the skills matrix. • I am the main the main escalation & guidance point for dedicated teams• Liase with 2nd/3rd line teams & NOC when dealing with P1 tickets to ensure that they are escalated correctly & accurate comms. are sent out in a timely manner• Preparation of any ad hoc Remedy reports required by customers Show less

Epsom & St Helier Nhs Trust

Epsom & St Helier NHS Trust – Remote Support Jun 08 – to date• Senior 1st/2nd line Support role. I support over 3500 users over 2 main sites, several satellite sites & home users & mentor/train Junior Staff & contractorsI have recently designed my own training plan based on the current role & I am currently training 2 temporary staff due to staff shortages to get them to operational speed ASAP.• Acting as the first point of contact for all IT queries (including but not… Show more Epsom & St Helier NHS Trust – Remote Support Jun 08 – to date• Senior 1st/2nd line Support role. I support over 3500 users over 2 main sites, several satellite sites & home users & mentor/train Junior Staff & contractorsI have recently designed my own training plan based on the current role & I am currently training 2 temporary staff due to staff shortages to get them to operational speed ASAP.• Acting as the first point of contact for all IT queries (including but not limited to PC hardware, printer, software licence and application queries) from assigned customers in person, email or by telephone, and responding to queries in a prompt, friendly and efficient manner • Logging and updating all queries on the Call Logging system in line with set procedures • Proactively identify and implement process improvement opportunities to support continuous improvement initiatives• Engage in formal and informal knowledge transfer, ensuring that knowledge base articles are available to the team and kept up to date • Managing, owning and being responsible for IT first line support issues for assigned customers • Referring calls that cannot be resolved immediately to appropriate members of the second & third line support teams • Being proactive in identifying IT coaching and training needs and working with assigned customers and the IT Training Team to address needs accordingly• New user account creation & access requests & staff training • Assisting users with remote working via Citrix. Blackberry & Ipad's Tandberg Video Conferencing Administrator • Managing IT deliveries/collections including decommissioned IT Equipment• Stock deliveries via IS Van to other sites as required • Undertaking any other reasonable duties as requested by the Service Desk Manager Show less

Sutton

Project Manager for the 18 week project working with an External Contractor• Oversaw the project from inception to delivery• Coordinated project activities including IT procurement, Office organisation, Telecoms, Facilities.• Effectively oversaw the project and provided regular detailed project status.• Scheduled & participated in status meetings for internal & external clients.• Worked closely with Service Manager & GM's to ensure project was delivered… Show more Project Manager for the 18 week project working with an External Contractor• Oversaw the project from inception to delivery• Coordinated project activities including IT procurement, Office organisation, Telecoms, Facilities.• Effectively oversaw the project and provided regular detailed project status.• Scheduled & participated in status meetings for internal & external clients.• Worked closely with Service Manager & GM's to ensure project was delivered on time & retained the expected quality level.• Met with project team to outline, review and monitor project goals, status, and other activities as they relate to resource assignments (Bank Staff)• Prepared project Documentation• Resolved any issues in an appropriate and effective manner • Organised IPM/ICM training for Bank Staff above their normal grade to ensure cases were fully resolved without 3rd party rework Show less

Croydon, United Kingdom

• Building new Pc’s, Data Backup/Restore, Network Account creation• 1-3 line Support, Network Security & Remote Working• Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers.• Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, software deployment, security updates and patches

Kingswood, Surrey England

• Network Security, Novell Administrator & Remote Working Support

Kingswood

• Sales Support & Negotiator for Group risk Products

Kingswood/Hove