John Paul Dorney Email and Phone Number
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I am an enthusiastic and passionate service management professional with 7 years experience in IT in service based roles working for blue chip organizations including Maersk and P&O Nedlloyd, the largest and 3rd largest global container shipping lines. I have a good understanding of IT services from a customer perspective and process management and optimization. Following on from my experience of offshoring a servicedesk and my subsequent service improvement role, service management is now the focus area I want to develop further. As such, I have self funded the ITIL managers certificate in service management and also completed the Prince2 foundation and am now keen to move forward with my career in service management.
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Server Team And Incident And Problem ManagementKamanchi LtdBasildon, Gb
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Server Team/Incident And Problem ManagementKamanchi Ltd Sep 2010 - PresentA 3-month rolling contract. Providing technical incident and problem management to the recruitment sector. This is on behalf of an outsourced IT service provider.Responsibilities/Projects• Classifying and prioritizing support tickets in a speedy fashion to ensure normal service operation is restored as quickly as possible.• Migration of clients systems from terminal services to proprietary Citrix based hosted environment.• Proactively manage and maintain the Citrix hosted and terminal service environments with a focus on capacity management and increased availability of systems.• Ensuring all escalated support issues are managed within agreed targets.• Manage hardware/software implementation projects, ensuring business impact is minimal.• Perform trend analysis on customer incidents and identify possible opportunities for improvement
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Quality Assurance AnalystThe Maersk Company Uk Ltd Oct 2009 - May 2010Following on from the offshoring of the servicedesk, I was asked to undertake a role focusing on the measurement of the offshored services and service improvement reporting to the support manager.Responsibilities• Drive the efficiency and effectiveness of the incident management process• Produce quality related management information.• Ensuring effective communication between Support teams (Service desk, 2nd and 3rd line teams)• Chair weekly meetings with the outsourced service desk representatives to review issues and risks and decide corrective/preventative action.• Monitor the effectiveness of Incident management and make recommendations for improvements. -
2Nd Line Support AnalystThe Maersk Company Uk Ltd Mar 2008 - Oct 2009Promoted from the servicedesk into the 2nd line (deskside support) team, in this role I further improved my technical skills while gaining exposure to a wider range of service management activities. As a key member of the project to offshore the service desk to an internal Service Centre in India, I spent a month there at the Maersk office with the following project responsibilities:• Baselining services• Production of service catalogue• Identification of VBF’s • Assistance in the setting of SLA’s• Production of SOP’s• Management and delivery of training for GSC agents• Assisting with support in the first week after transition• Training on cultural aspectsOther responsibilities included:• Manage site visits to remote offices for other 2nd line staff.• Medium sized IP telephony system modifications• Deskside support• Office moves across the UK and Ireland
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Service Desk AnalystThe Maersk Company Uk Ltd Feb 2006 - Mar 2008In 2005 A.P. Moller-Maersk acquired P&O Nedlloyd creating the world’s largest container shipping company. As part of the integration of the 2 companies I took the opportunity to join the UK IT function as the P&O Nedlloyd Ecommerce team was disbanded. Responsibilities • Management of incidents within the local Service Desk and with the Global Help desk in line with procedures. (ITIL Incident management) for around 1800 users within the UK and Ireland• Facilitate requests and incidents with 3rd party suppliers and other business entities including the Global help desk• Asses impact and urgency quickly and accurately to restore services as quickly as possible.• Seek out process improvements and efficiencies• Record and manage all activity in Incident management systems (Remedy and Heat)• Ensure efficient management of auto generated support tickets.
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Ecommerce Bujsiness Support AnalystP&O Nedlloyd Nov 2003 - Feb 2006This was a crucial strategic role in demonstrating PONL’s commitment to e-commerce. The role was essentially an ongoing project with the aim to increase customer exposure to PONL’s suite of e-commerce products.Responsibilities/Tasks• Produce and deliver presentations on the suite of e-commerce products to customers• Provide 1st line support for e-commerce related issues.• Delivered training to staff on how to sell the benefits of E-commerce• Work with customers to gather requirements and then feed back to development then meet and discuss which requirements would make it in to production.• Regular meetings in Rotterdam to represent GBR cluster when improvement opportunities and new products are discussed.
John Paul Dorney Education Details
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The Billericay School
Frequently Asked Questions about John Paul Dorney
What company does John Paul Dorney work for?
John Paul Dorney works for Kamanchi Ltd
What is John Paul Dorney's role at the current company?
John Paul Dorney's current role is Server team and Incident and problem management.
What is John Paul Dorney's email address?
John Paul Dorney's email address is jo****@****l.co.uk
What is John Paul Dorney's direct phone number?
John Paul Dorney's direct phone number is +4479391*****
What schools did John Paul Dorney attend?
John Paul Dorney attended The Billericay School.
What are some of John Paul Dorney's interests?
John Paul Dorney has interest in Football, Table Tennis, Kickboxing, Travelling, Snowboarding, Boxing, Socialising, Badmiknton, Tennis, Swimming.
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