Jonathan Keech Email & Phone Number

Wokingham, Gb

Reading, England, United Kingdom

Working for this joint venture on a fixed term contract role reporting to the Senior Problem & CI Manager. Responsible for BAU Problem Management activities with service providers and specific Continual Improvement projects across the operational department. Responsibilities:• Operational review of Problems in the networks of the JV Shareholders.• Working with service providers to ensure quality is maintained in related ITSM processes.• Working with internal teams to investigate process issues impacting operational Health and Safety concerns.• Analysis of data trends to identify improvement opportunities to both physical and logical process improvements.

Wokingham, England, United Kingdom

Filling the time with something creative.

Raising the awareness of and incorporating ITIL methodology into the Lumen Advanced Services organization. Using ITIL and Lean Six Sigma methodologies to identify waste, issues, and ultimately improvements to the way that we provide services to our customers.Management of operational teams responsible for: Change Management, Service Desk Quality Assurance, Quality Management Systems, Document/Knowledge Management, Internal Auditing, and Continual Improvement.Reporting to the Director of Advanced Services Business Operation, responsibilities include the education and awareness of ITIL4 practices, creation of ITIL-Based policies and process documentation, the audit and review of customer facing staff, and overall Continual Improvement activities:• Group management of 15 staff.• Process governance provided for Incident, Problem, Change and Configuration Management.• Quality audit covering company standards for Tier 1 support staff.• Coordination with the operations organisation to complete regular reviews on process performance, provide feedback, identify updates and implement improvements.• Executive summaries provided to leadership covering current status as well as strategic performance goals.• Creation and maintenance of Process and Quality audit strategies.• Development of training programmes for both online and classroom led sessions.• Provision of material and data to support annual ISO 9001 audits

Wokingham, England, United Kingdom

Reporting to the Snr. Director of Operations, responsibilities include both the overarching governance for core ITIL processes, and the audit and review of customer facing staff:• Individual management of up to 20 staff.• Process governance provided for Incident, Problem, Change and Configuration Management.• Quality audit covering company standards for Tier 1 support staff.• Coordination with the operations organisation to complete regular reviews on process performance, provide feedback, identify updates and implement improvements.• Executive summaries provided to leadership covering current status as well as strategic performance goals.• Creation and maintenance of Process and Quality audit strategies.• Development of training programmes for both online and classroom led sessions.• Provision of material and data to support annual ISO 9001 audits

Woking, England, United Kingdom

Reporting to the Director of Quality Management within the Client Advocacy department, responsibilities include both the overarching governance for core ITIL processes, and the audit and review of customer facing staff:• Team Management of 6 staff.• Process governance provided for Incident, Problem, Change and Configuration Management.• Quality audit covering company standards for Tier 1 support staff.• Coordination with the operations organisation to complete regular reviews on process performance, provide feedback, identify updates and implement improvements.• Executive summaries provided to leadership covering current status as well as strategic performance goals.• Creation and maintenance of Process and Quality audit strategies.• Development of training programmes for both online and classroom led sessions.• Provision of material and data to support annual ISO 9001 audits

Wokingham, England, United Kingdom

• Responsible for the maintenance and implementation of IT changes within our client’s environments. • Changes range from Data Centre infrastructure changes through operating systems and ultimately user group and application changes. • Design and release of Client Change Management process.• Management of three personnel located in different international regions, US Midwest, US Eastern and Singapore.• Using quality and ITIL maturity tools the process is reviewed at least annually including any supporting documentation.• Efficiency issue identification for teams to seek improvements in the interim. • All updates are rolled out either through the use of complete training packages in dedicated sessions or delta pushes using our in house online training tool. • Team specific training sessions developed for any teams that are moving to using the Change Management process. • Responsible for leading the Client Change stream for companywide process integration.• Weekly presentation of process performance to executive level leadership.

Wokingham, England, United Kingdom

• Role was created to design and implement a new Change Management process to immediately improve customer relationships damaged by uncontrolled changes within the hosting environment.• Initial regionalised process roll out, followed by a request to adopt globally. • Overcame challenges in adopting existing and disparate procedures which were used to combine so that all departments were included in the creation of a new global • Improvements were identified using Six Sigma methodology coupled with controls developed within the COBiT framework.

Slough, England, United Kingdom

• Responsible for three operational Change Management teams supporting seven major customers and multiple minor accounts.• One operational Configuration Management team responsible for all customers. • These teams comprised 16 full time employees. • Role was centred on the creation of new ITIL V3 compliant Change Policy, Process and Procedures following the consolidation of multiple accounts. • Objectives were to achieve an ITIL maturity rating of at least three for the new change management process; this was surpassed with a maturity level of four. • Operational daily Change and Configuration activities ensuring the stability of our customer environments as well as supporting T-Systems technological development in being a top level ICT provider through appropriate and controlled changes. • Work with Sales teams to construct bids for new customers. • Bid work I was involved in centred on offers and improvement in ITIL Processes and general Quality process improvement through the use of Six Sigma.

Slough, England, United Kingdom

• Passed out top of an international group of 60 trainee Black Belts. • Completed four Six-Sigma projects within T-System’s developing UK operation. • Projects focussed on IT, Sales, and Company Finance recovering in excess of €500,000 in increased revenue and decreased expenditure.• Management of a virtual team of three Green Belts assigned to each of my projects. • UK Trainer for all Green Belt level candidates.

Staines-Upon-Thames, England, United Kingdom

Analysis and review of IT Change Management activity.TUPE transfer to T-Systems UK

Cobham, England, United Kingdom

ITIL V2 Change & Configuration Management

Leatherhead, England, United Kingdom

Global HP Openmail support.

Leatherhead, England, United Kingdom

Internal IT Service Desk Analyst

Senior Managers' Course, Organizational Leadership

Sports' Science And Media Studies

A-Levels, Maths & Statistics, Business Studies, Theatre Studies, English