John Williams Email & Phone Number

Daventry, Gb

Milton Keynes, England, United Kingdom

As the IT Service Desk Manager, I lead a highly skilled Service Desk team, delivering superior technical support to over 310 users across 7 countries and 8 offices. I drive strategic business planning, manage budgets efficiently, and play a crucial role in the IT leadership team. My expertise in digital transformation, project leadership, and ITIL processes ensures optimal IT service performance and compliance with industry standards. I am committed to enhancing service delivery and fostering a culture of continuous improvement within the organization.𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Team Leadership: - Leading and developing the Service Desk team, delivering exceptional technical support, configuration, and request fulfillment for 310+ users across 7 countries and 8 offices - Strategically develop and implement business plans, effectively managing budgets and assets to maximize efficiency and performance• Strategic Planning: - Playing a pivotal role in the IT leadership team, contributing to strategic decision-making and planning - Collaborating with the IT Leadership team on long-term strategic planning and budgeting to drive IT function and service enhancements.• Project Leadership: - Spearheading critical projects to ensure seamless transitions of new systems and updates, maintaining high standards of IT service performance and availability - Optimizing IT service delivery by implementing best practices and continuous improvement initiatives• ITIL Processes: - Advocate for ITIL processes, and process owning to ensure adherence to industry standards - Developing and optimizing Freshservice to align with ITIL standards, generating insightful monthly reports and conducting comprehensive service review meetings with key stakeholders.• Compliance: - Ensuring rigorous compliance with ITIL, SOX, and GDPR standards through meticulous documentation, auditing, and reporting

Milton Keynes, England, United Kingdom

As a Service Desk Analyst, I provided comprehensive 1st and 2nd line technical support for 250+ users across Europe. My role involved identifying and implementing process improvements, coaching junior staff, and ensuring compliance with IT governance controls. I collaborated with 3rd party suppliers and the IT team to resolve complex issues and traveled to European offices for on-site support. Additionally, I participated in IT projects, provided KPI reporting, and maintained detailed documentation, all while adhering to corporate values and priorities.𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Technical Support: - Provided 1st and 2nd line support via telephone, email, and face-to-face for users across European offices and remote staff - Technical lead for resolving 2nd level IT support issues, utilizing remote tools and direct user interaction• Process Improvement: - Identified and implemented improvements in the support process to enhance efficiency and user satisfaction• Training & Development: - Coached other team members to develop their technical support skills - Delivered technical and user training for various IT applications• Compliance & Governance: - Ensured all tasks met IT governance controls and regulations, including Sarbanes-Oxley and disaster recovery• Collaboration & On-Site Support: - Liaised with 3rd party suppliers and other IT team members to resolve complex issues - Travelled to European offices for on-site support and attended support sessions at European meetings• Project Participation: - Participated in IT projects, facilitating the transition from development to supported operations, ensuring smooth and effective application use• Reporting & Documentation: - Provided KPI reporting and analysis on metrics such as call volume, resolution times, and call types, identifying key issues and suggesting potential resolutions - Maintained up-to-date documentation and procedures

Stevenage, England, United Kingdom

As an IT Support Engineer in a 80+ user environment across 13 stores and 1 head office. I was responsible for maintaining and supporting various retail, warehouse, customer service, and internal systems. I ensured the smooth operation of laptops, printers, and servers while monitoring system integrations. I also set up new users across multiple systems and configured phone systems, addressing any issues promptly. Managing the comms room infrastructure, overseeing backup systems, and installing IT equipment for new stores were also key aspects of my role, all contributing to efficient and reliable IT operations enabling continued growth of the company.𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• System Maintenance & Support: - Managed and supported retail, warehouse, customer service, and other internal systems. - Maintained and supported Laptops, printers, servers and other IT related equipment.• System Monitoring: - Monitored the integration of internal and external systems to ensure seamless operation.• User Management: - Set up new users across multiple systems, ensuring proper configuration and access.• Phone System Configuration: - Configured and maintained phone systems, including problem-solving, installing new extensions, and cabling.• Comms Room Infrastructure: - Managed comms room infrastructure, including cabling and patch panel maintenance.• Backup Systems: - Oversaw the backup system, ensuring all data was maintained and stored safely.• Installation for New Stores: - Installed all systems and IT equipment for new store openings, ensuring they were fully operational from day one.

Hatfield, England, United Kingdom

As a First Line Analyst in a 1000+ user base, I managed incoming voice and email communications from a global customer base, providing exceptional customer service. I utilized Remedy for ticket logging and assignment, ensuring efficient ticket routing and SLA management. I handled user account management through Active Directory, managed mailboxes in Exchange, and installed software using SCCM. I coordinated incidents from receipt to completion, allocated tasks to maximize efficiency, and provided regular updates to customers. Additionally, I trained new team members and managed parts ordering and call log updates, ensuring smooth and efficient operations.𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Customer Interaction: - Handled and managed incoming voice and emails from customers across the UK, USA, Europe, and Asia. - Provided high-level customer service, ensuring customer satisfaction and efficient issue resolution.• Ticket Management: - Utilized Remedy to log and assign tickets to the appropriate groups. - Managed ticket routing, SLA's, and ASA.• User and Account Management: - Used AD for user account management and managed mailboxes in Exchange. - Installed software using Windows remote tools like SCCM.• Incident Coordination: - Monitored and coordinated incidents from receipt to allocation and completion.• Incident Management: - Raised, administered, tracked, and closed IT incidents, owning them from receipt to completion. - Monitored and chased outstanding orders and incidents, ensuring timely resolution.• Customer Liaison: - Liaised with customers to provide updates, discuss details, and arrange engineer visits. - Allocated and progressed VIP and executive users' incidents in line with SLA targets.• Training and Ordering: - Trained new team members, ensuring they were well-prepared for their roles. - Ordered parts on ITSM and updated various call logs on Remedy.

Advanced Apprenticeship For It And Telecoms Professional

• Level 3 Diploma in ICT Systems and Principles for IT professionals (theory element) which involves; • Level 3 Diploma in ICT.

Education record